To make customer service in healthcare and education more responsive and available, the notions of 'the customer isn't always right' and 'tough love' must be upheld, according to customer service consultant, speaker and bestselling author Micah Solomon.
For example, he writes in an opinion piece for Forbes, a patient shouldn't be indulged if they think pizza is a vegetable. Nonetheless, non-profits should have as high a standard for serving customers as do commercial institutions. A helpful way for hospitals to improve on healthcare service and education would be to couple tough love with a commitment to courtesy, streamlining and taking the patient's point of view, Solomon says. Article