HQAA Blog

The Lost Art of Customer Service

Posted by Steve DeGenaro on Fri, Feb 02, 2018 @ 11:26 AM

Early in my consulting and inspecting career, I became fascinated by the concept of customer service.  Why are some organizations more customer service-oriented than others?  How do organizations promote a culture that encourages excellent customer service?  What can staff and management do to make customers happy with their experience?  I noticed that some of the medical equipment companies I visited had excellent customer service, others had mediocre customer service, and still others (not many, thankfully!) had horrible customer service.  I set out to understand the art of customer service and tried to answer the above questions by gathering fact patterns and collecting observations about the customer service I witnessed on my visits. 

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Topics: Customer Service