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Tag: Customer Service


Northshore goes big on customer service

December 20, 2019Theresa Flaherty, Managing Editor

CHICAGO - Northshore Care Supply recently overhauled its website and its approach to service to provide a more patient-centric experience.The new website's features include tools that allow the provider to offer personalized content to customers based on their feedback, helping them to find the right products on their own.“We have a big focus on providing the right content to the right people,” said Jyll Rademacher, head of e-commerce and marketing. “We are big on taking the feedback...

Customer Service, Northshore Care Supply, website

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Think about deliveries like your customer

June 26, 2018Guest Commentary

With all the moving parts required to run a successful HME/DME business, their ultimate goal should be providing an exceptional customer experience and high-quality service during every encounter, by ensuring that the customer's wellbeing and satisfaction are top priority.There are a multitude of ways to ensure your company is providing high-quality customer service, including taking a look from the outside in and considering your business operations from the customer perspective. Enhancing processes...

Aimee Swope, Apacheta, Customer Service

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Smart Talk

Online Retail: Use reviews to establish authority

April 24, 2017Kamal Haddad

A. Absolutely. There are many reasons why you want to allow your customers to leave reviews based on their interaction with you, both in-store, as well as on your website.First of all, let's distinguish between merchant reviews and product reviews. Product reviews (if you sell products online) is a service you can subscribe to and integrate into your website product catalog. This allows customers who purchase from you to leave a review of the individual item they purchased along with their buying...

Cash Sales, Customer Service, e-commerce, Health Mobius, Kamal Haddad, Merchant reviews, Product reviews, retail sales, search engine optimization, SEO, social media

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Also Noted

Short takes: Dynamic Seminars, ACHC

September 13, 2016HME News Staff

Long-time industry expert Louis Feuer has made available his first online series of courses and lectures. Leuer, president of Dynamic Seminars, now offers four courses and 18 lectures on how to build revenues through top-notch customer service…The Accreditation Commission for Health Care (ACHC) has a new partnership with the Florida Alliance of Home Care Services (FAHCS). The partnership allows FAHCS members to receive special pricing on ACHC's accreditation services, as well as discounts on Accreditation...

Accreditation, ACHC, Consulting, Customer Service, FAHCS, Louis Feuer

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Smart Talk

Training & education: Be willing to go the extra step

June 20, 2014Caroline Pinney

A. Brick-and-mortar retailers are often frustrated when customers use their stores as a showroom for their later purchases online. What if online price cutting isn't the only reason your customer decides to leave a store and shop online instead? What if you could keep more of your sales in house by investing more in employee education and training? A recent survey from the Kellogg School of Management at Northwestern University found that service may be the deciding factor for a customer to make...

Caroline Pinney, Customer Service

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Also Noted

CareGiver Partnership receives 'excellent' rating

August 14, 2013HME News Staff

NEENAH, Wis. - The CareGiver Partnership, a national retailer of incontinence supplies and other home healthcare products, has earned an “excellent” rating from STELLAService, an independent company that rates the customer service performance of online businesses. “I'm pleased to say we're often referred to as the Zappos of home healthcare products, meaning our customer satisfaction rating sets us apart, and STELLAService rates us as highly as Amazon and Walmart,” stated Lynn...

Customer Service, Incontinence Supplies, Ratings

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On the Editor's Desk

The tale of the three CSRs

December 3, 2012Liz Beaulieu, Editor

I have a good idea for a study by the Office of Inspector General (OIG) or the Government Accountability Office (GAO). How well-versed are Medicare's customer service reps (CSRs)? I got an email from a provider last week who recounted a story about how he has been unable to pick up the wheelchair of patient that had reached 10 months on a 13-month rental, despite that patient being admitted into a skilled nursing facility (SNF) permanently. When Kyle Hoffman at Anderson's Medical Products notified...

Customer Service, Fraud, Home Medical Equipment, Medicare

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Always right? Sometimes, the customer is wrong, rude or just plain dumb

June 12, 2012Theresa Flaherty, Managing Editor

As anyone who has ever worked in customer service of any sort (food service, retail, call centers) knows, the person who coined the phrase "the customer is always right" probably never had to work directly with customers. And I think EVERYBODY should have to do a stint in their lives. So, when I got an email this morning touting a new book about customer service which seems to suggest that better customers lead to better customer service, I thought "hallelujah." In my former side gig, I can tell...

Customer Service, Retail

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Customer service

March 3, 2010Wes Hopper

Q. What is the impact of the words "but," "no" and "however" on customer service? A. Many of us use these words in our everyday conversations and don't even realize their overall negative impact. Why are these words so powerful? Generally, these words are used as a conjunction in a sentence or as a means of beginning a statement. But by their very definition, they refute what was stated previously. As a result, they establish a negative relationship to the request or idea. In an externally focused...

Customer Service

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