Seven key concepts for customer service include:
• Every patient deserves a response, even if their comments are negative
• Check social media and respond to what people are saying
• Respond to patients in real time
• Share customer service tactics with multiple staff members dealing with patients
• Enlist teamwork to fix issues that hinder patient experience
• Empower employees for peak performance to deliver good services
• Give staff members the freedom to serve patients the best they can
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