Listening and Being Positive in Healthcare Customer Service

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Chingiz Berdaliyev MGT 225 October 12, 2013 Listening and Being Positive in Healthcare Customer Service Some people think that in the healthcare industry, the quality of interaction between the physician or nurse and the patient is not important when compared to the quality of a surgery, for example. Certainly, medical outcomes are of higher concern for medical professionals, but at the same time, customer service (e.g. bedside manner) also plays a crucial role in the process. Having experienced what it is like to be a patient at a hospital, I believe that the two most important customer service skills medical associates should have are active listening and being positive. “Active listening is listening with all of one’s senses,” says physician communication expert Kenneth H. Cohn, MD, MBA, FACS. “It’s listening with one’s eyes as well as one’s ears. Only 8% of communication is related to content – the rest pertains to body language and tone of voice.” Cohn later suggests making sure that the setting is an environment where “listening can be accommodating.” Focusing completely on the conversation is key to active listening, “This is not a time for multitasking, but to devote all the time to that one person.” Cohn also gives some technical tips on better listening technique – preparing the room for a meeting, making sure there are no barriers between you and the patient when you talk, having your eyes at the same level as the other party, displaying correct body language, etc. While the patient is talking, make sure you demonstrate that you are listening, are interested in the conversation and want to inquire more about it. Responding is a crucial part of active listening, according to Cohn. Customer service at hospitals should be treated a little different than that at other venues. Unlike being a customer at a grocery store, medical patients are customers
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