As many of my readers know, six months ago I was diagnosed with early stage breast cancer. Now, two biopsies, numerous diagnostic imaging tests and doctor visits, one outpatient surgery and seven weeks of radiation treatments later, I’m getting my strength back and feeling happy to have the worst of this behind me. |
WHAT CANCER TAUGHT ME ABOUT CUSTOMER SERVICE
Situation: Long waits – Two doctors kept me waiting an hour from my scheduled first visit appointment time before seeing me. The oncologist and his staff each apologized for the wait, explaining that there had been an emergency at the hospital. No one at the surgeon’s office said a word.
Situation: Completely avoidable complications – When I first heard the schedule for my two-part surgical procedure, I expressed concern that I’d need to be started on an IV early, as I tend to pass out if I don’t eat and drink. Unfortunately, the staff where Part 1 of the procedure was performed were emphatic that “we don’t do IVs here.” You can guess how this story ends.
Situation: Exciting milestones – When I completed my 34th and final radiation treatment the staff surprised me by handing me a “Certificate of Completion” and singing “Happy Graduation Day to You!”
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CUSTOMER SPOTLIGHT: CARDIAC MONITORING SERVICES |