Question

1. One healthcare organization is pursuing a business strategy of differentiating its service product through providing excellent customer service. What HR metrics do you recommend to reinforce this business strategy? Why?

Answer 1

Answer:

• quick and polite response
• customer satisfaction
• know your customer

Explanation:

The provision of excellent customer service to customers/clients or even to potential customers is one huge way a firm can win the patronage of a potential customer or make a customer return for goods and services in the future.

The healthcare organization having identified the strategy of provision of excellent customer service would have to employ Good metrics to make this strategy work efficiently and such metrics include

• quick and polite response : responding quickly and politely to customers is very vital in getting the attention of customer/client and it also makes the customer to feel he or she is a valued customer
• Customer satisfaction: when a customer connects to the firm ensuring that the customers' problems and enquirers are attended to until the customer is satisfied is very vital
• Know your customer : a brief introduction between the customer and the customer service personnel is very important because it helps understand your customer better and how to serve him/her better

Answer 2

Answer:excellent customer service can make or mar business

Explanation:

Quick response: ability to respond to clients enquiries or complaint or even suggestion and most especially on time sensitive issues.

Know your customers: interact with your clients, remember their names and your previous discussion with them so that when you see them again you can continue if it warrants it.

Try to satisfy your customers: Do all possible best to satisfy your customers, with that he/she can refer you to someone else when been treated well. In the long run it builds happy customers.