CUSTOMER SERVICE

Customer Service



Customer Service

Purpose of the Study

As hard as we try to get it right, inevitably something fails and we disappoint our customers. Whether or not we can salvage our reputation often depends upon the expediency with, and the manner in which we resolve that disappointment. In any industry - manufacturing, retail, service - customers regard the degree to which goods and services meet their expectations as a fundamental element of value and the key determinant of their continued loyalty. That customers perceive value is a necessary and essential metric by which companies evaluate their performances. Companies also use this metric to evaluate their (Jones Walsh Ruby 2006)competition. Industrial societies bestow awards on companies whose customer service departments excel in catering to customers' needs.

Aims and Objective of the Study

The follwing are the aims and objective of the study:

Explore the perception of customer staisfaction in the meergency department of the hospital.

Understand the relation of customer satisfaction with an emergency department nurse's skills.

Significance of the problem

There is little data in the medical literature exploring customer service in healthcare delivery and how it relates to measurable outcomes of quality, such as patient satisfaction.6 Searching PubMed with the key phrase 'customer service in pathology' reveals only a few published studies on this subject Pathology residency programs offer little in the way of formal teaching in customer service. The subject of customer service may not rise to the level of priority occupied by so many other subjects residents must master. In the non-academic private sector, however, the need to consider customer service may be acute. Pathologists may find themselves competing in their markets with area pathologists practicing both in neighboring institutions and in predatory private national laboratories(Zarbo 2006).

This paper discusses the importance of customer service in the practice of anatomic pathology (AP) and provides two commonly measured metrics by which that success is gauged. Because pathologists are often removed from the end customers - the patients - this discussion will regard pathologists' customers as the surgeons and other clinicians who seek pathologists' services directly. This assignment is with the understanding that as patients become more knowledgeable about their own healthcare and exercise greater scrutiny in selecting providers, the distance between pathologists and their patients is likely to be narrowed. Pathologists may also be the customers of other pathologists.16 Regardless of who is labeled as the end user, the principles of customer service and its evaluation do not change(Zarbo Nakhleh Walsh 2003).

Chapter 2

Literature Review

From the customer's perspective, the level of service provided to them is a measure of quality. It is also a gauge of accountability - how well providers take responsibility for the work they do and ownership of the errors they make.17 Customers tend to be more forgiving of organizations whose agents acknowledge and correct their mistakes than of organizations whose emissaries deny those mistakes.18 Accountability is an indicator of value that reinforces to customers that providers care about the quality of their work and stand for nothing less than ...