. Are employer’s responsible for “training” their staff or should people automatically know how to provide good service?

Patient Registration & Customer Service

The patient registration process is an important role in the medical office. This is often the first encounter the patient has with the medical office (other than over the phone).

Scenario:

Watch this brief Youtube video on a patient’s experience with her physician’s front desk staff.

Physician’s office experience testimonial (click on Youtube link): http://www.youtube.com/watch?v=8Rdjjmk1M90

Based on this video, provide your definition on what good customer service is and discuss the importance of providing customer service within the medical environment. Are employer’s responsible for “training” their staff or should people automatically know how to provide good service?

Please share a positive or negative customer service experience you may have had at a doctor’s office, emergency room, etc. If it was a good experience, why was it good and if it was bad, why was it bad? Also, please use the “PRICE of Success” to explain why professionalism is an important aspect of customer service.

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