Category: Blog

Create a culture of customer service excellence

How to Create Customer Service Excellence within Your Healthcare Organization

How to Create Customer Service Excellence within Your Healthcare Organization Creating a culture of customer service excellence is essential for any healthcare organization. It starts with leadership...

Medical Customer Service Front Desk Checklist

Medical Front Desk Staff Customer Service Checklist

Medical front desk staff plays a crucial role in providing quality healthcare services to patients. As the first point of contact between patients and healthcare providers, they are responsible for...

How Human-Centered Design Can Help You

How can Human-Centered Design Help You? When it comes to systems and structures, we often find ourselves doing things the same way over and over again. It is so easy for us to get used to these routines...

The Hawthorne Effect: How It Impacts Leadership

The Hawthorne Effect: How It Impacts Leadership Successful organizations are driven by effective leadership and effective communication. There is a well-known concept in organizational behavior known...

The "Curse of Knowledge"

He was the smartest boss I ever had. As a matter of fact, he was brilliant. And for the most part, he was a great communicator. But he suffered from something called the "Curse of Knowledge." As smart...

How to Tell When You Need a Public Speaking Coach

If you are wondering How to Tell When You Need a Public Speaking Coach, this blog will help you decide. I've been a public speaking coach for over three decades, and I can confidently say that there's...

this image depicts that feedback sandwiches should not be used.

Stop Giving Feedback Sandwiches

Let's look at why you need to stop giving feedback sandwiches. Feedback sandwiches, also known as the "compliment sandwich," are a popular method for delivering feedback in the workplace. The idea...

How to Communicate Clearly When You're Not Face-to-Face

Communicating clearly and effectively can be challenging, especially when you're not face-to-face with the person you're communicating with. Whether you're working remotely, communicating via email,...

Communicating in a matrixed organization Communicating in a matrixed organization

Communicating Effectively in a Matrixed Organization

Being able to communicate effectively is essential in any organization. It is even more so in a matrixed organization. Matrix organizations are organizations in which individuals report to multiple...

Why Emotional Intelligence is Needed for Exceptional Customer Service

Improving your staff's Emotional Intelligence will help them provide exceptional customer service. To have emotional intelligence, you need to recognize, understand, and manage your and others' emotions....