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Customer Service Lessons From The Heart

posted by | August 27, 2007 | 2 comments

Nice post from Mike Wagner on the perspective on customer service he gained from time in a cardiac rehab unit.

Being a patient in a hospital was unfamiliar and more than just a little scary, but considering the circumstances, a great brand experience. The customer service staff (doctors, nurses, and medical support personnel) were engaged in their work and owned the outcomes…

Mike’s conclusions:

* Customers don’t care about your problems.
* Customers don’t understand quality.
* Customers need you to manage their experience.

Full post, worth a read

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  • Alan Rimm-Kaufman
    Alan Rimm-Kaufman founded the Rimm-Kaufman Group...
    • Comments
    2 Responses to “Customer Service Lessons From The Heart”
    1. Alex says:
      August 28, 2007 at 12:09 pm

      Quite interesting. Thanks for sharing.

    2. Mike Wagner says:
      August 29, 2007 at 12:08 pm

      Thank you for picking up on my post about customer service. Very encouraging.

      And good to learn from your blog while discovering Rimm-Kaufman Group.

      Thanks…and keep creating,
      Mike