Creating a Culture of Customer Satisfaction, Part 8

August 3, 2015 by C. Scott McMillin

The best way we’ve found to teach clarity in documentation (and that’s really the goal) is to use real-life examples and ask the group for feedback on the quality of each student’s progress note.

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Creating a Culture of Customer Satisfaction, Part 7

July 27, 2015 by C. Scott McMillin

You’re probably not thinking about the stuff you wrote about today’s middling-good group session as something that could be important when an insurance company reviews the case.

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Creating a Culture of Customer Satisfaction, Part 6

July 20, 2015 by C. Scott McMillin

We’re often in the position of spending more time documenting what we do than in actually doing it.

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Creating a Culture of Customer Satisfaction, Part 5

July 13, 2015 by C. Scott McMillin

The secret to improved verbal communication is awareness, so try using video or audio feedback.

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Creating a Culture of Customer Satisfaction, Part 4

July 6, 2015 by C. Scott McMillin

The telephone represents a sort of middle ground. You may not be able to see one another, but both parties will pick up on verbal nuances– often subconsciously.

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Creating a Culture of Customer Satisfaction, Part 3

June 29, 2015 by C. Scott McMillin

Most programs already review open and closed records, so it’s not that difficult to add indicators about the quality of written information.

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Creating a Culture of Customer Satisfaction, Part 2

June 22, 2015 by C. Scott McMillin

If the program leadership values good communication, then the program staff will follow along.

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Creating a Culture of Customer Satisfaction, Part 1

June 18, 2015 by C. Scott McMillin

The traits we should be looking for may be missing from (or underemphasized in) the job description.

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Customer Satisfaction: Group vs. Individual

June 11, 2015 by C. Scott McMillin

This is not about results. It’s about attention. Our clients want to feel as if somebody’s actually listening to them.

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Customer Service Secrets of the Stars

December 10, 2012 by C. Scott McMillin

Inpatient customers are at your facility 24 hours a day, seven days a week. During that time they may be interacting with counselors, group leaders, techs, medical staff and other clinical folks for several hours a day. But the hospitality staff are there all the time.

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