January 3, 2023- Part of the challenge with providing consistent excellent service for your customers is that the landscape of customer service looks so different than how it used to. The internet has changed everything, especially when it comes to dealing with customers. The buyer is much more informed than they used to be, which changes the way that sales reps approach customer experiences.
Repertoire Magazine recently spoke to customer experience guru Ron Kaufman about what customer service looks like and how we can take an extra step to accommodate our customer’s needs. Backed by his extensive experience in creating strong customer service teams, Kaufman has an innate sensibility for what winning customer service should look like.
In the healthcare industry, medical sales reps are now thinking not only about their customers (hospitals, doctors and physicians) but about the customer’s customers (patients and their family members). Kaufman said, “Today, patients are walking in better informed than ever before, and that can be challenging for doctors. Customer experience has opened up to a new way of thinking about where, when, and how we can serve our patients and their family members better or differently than we have in the past. How can we enable them to experience what really matters to them?”
In this new setting, it’s vital to provide uplifting service for your healthcare customers. The medical devices and equipment you sell must be understood and used correctly to provide adequate patient care. For Kaufman, customer experience now includes the larger context of a patient’s overall experience, and not just the immediate moments of action.
He said, “Service now lives in a longer horizon including before the moment of action and beyond to after the sale.” Which is where uplifting service comes in for medical sales reps by asking questions like; “Are your staff learning how to use the product? Would you like us to come in and run some workshops for them?”
Read More in the latest issue of Repertoire Magazine.