The New Number One Rule of Customer Service
“Rule number one: The customer is always right. Rule number two: When the customer is wrong, refer to rule number one.” While the reasoning behind this classic customer service adage makes sense, in today’s business environment it’s no longer an effective mantra for maintaining happy customers. Customers want their problems solved quickly and easily, but they may not know the best way to achieve this. Agreeing with their suggested solution because “the customer is always righ
Cover Story: 2015 Healthcare Trends
Could surgeons come to rely on cellphones to help monitor patients in the operating theater, or on Facebook for a second consultation? Would it be faster to take a trip to Europe to get access to a life-saving technology that could take years to arrive in the United States? Will cost pressures force hospitals to bring more repairs in-house than they had previously been prepared to manage? Some of those concepts seem too far off to ponder, but a year is a lifetime in the techn
