Customer Service: The Lost Art

True or False: Only 8% of customers believe they receive superior customer service.

True

Something is lacking in today’s service experience. Many customers end up throwing down their phones in frustration as they struggle to decipher which button will lead them to an answer to their issues. Fifty years ago, customers were the kings. Businesses knew they couldn’t exist without the customer, so they took special care to go above and beyond for all clients.

Customer service has truly become a lost art. Some companies have tried to revive the craft, but end up throwing around buzzwords and scripted conversations instead of connecting with their customers.

As part of our ongoing commitment to providing our clients with the best service in the industry, we are dedicating this blog series exclusively to customer service. The first blog in the series, Customer Service: The Lost Art, provides an interactive exploration of trends in today’s customer service 

Take our quiz below to see how your customer service experience measures up to today’s standards. 

Timeliness

My vendor’s response time is less than 24 hours

True

True

Great, your vendor meets industry standards. Do you really want to settle for a customer service team that meets standards? Or do you want one that exceeds them? TSI Healthcare’s response time averages less than  2 hours.

I Want Assistance Now
*The average response time is 2 business days*

False

False

A 24 hour response time just doesn’t cut it anymore. Today’s client is used to social media sites and online chats where posts are immediately liked and questions are instantaneously answered.
TSI Healthcare’s response time averages less than 
2 hours.

I Want Assistance Now
*The average response time is 2 business days*

Self-Service Strategies

My vendor offers self-service options

True

True

Great! But did you know that 73% of consumers wish companies offered even more ways for them to solve customer service issues on their own? Self-service is no longer an option; it is now a necessity to providing an exceptional customer service experience.

On our client resources pages, you’ll find step-by-step guidance for software updates, regulatory assistance, and more!

Give Me Self Service Options

False

False

73% of consumers wish companies offered more ways for them to solve customer service issues on their own. Self-service is no longer an option; it is now a necessity to providing an exceptional customer service experience.

On our client resources pages, you’ll find step-by-step guidance for software updates, regulatory assistance, and more!

Give Me Self-Service Options

Industry Experts

My vendor displays expertise in my specialty and government policy

True

True

Great! But as healthcare continues to evolve, do you trust that your vendor has your back? Through MACRA, practices of all specialties may face up to an aggregate $259 million penalty.

TSI Healthcare is committed to guiding our clients through the latest changes in healthcare.

Get Me to the Next Level Of Industry Knowledge

False

False

99% of consumers say that being connected to someone knowledgeable is the most important prerequisite to a great customer service experience. Google has replaced many tier 1 support centers for customers not satisfied with their support experiences.

TSI Healthcare is committed to bringing you the latest news in healthcare.

Get Me to the Next Level of Industry Knowledge

Effective Communication

My vendor listens patiently to my problems

True

True

Great! Customers want to feel listened to; however, listening is only part of the full customer service experience. In addition to listening, does your vendor also understand your specialty and resolve your issues?

Learn more about why our clients rated us 4.8/5 for an excellent customer service experience.

I Want Top Ranked Service

False

False

70% of buying experiences are based on how the customer feels they are being treated. Customers want to feel listened to, and to know that their problems are being understood and resolved.

Learn more about why our clients rated us 4.8/5 for an excellent customer service experience.

I Want Top Ranked Service

Authenticity

When I call my vendor, I immediately get to speak to a live person

True

True

Great! You are part of only 4% of Health IT vendors that answer their calls live, but it takes more than just answering a call live to provide platinum level customer service. Industry expertise, timely responses, and measurable results are all necessary to provide quality customer service.

Find Out Why TSI Healthcare is Powered by People

False

False

Less than 4% of Health IT vendors answer calls live. When a customer picks up the phone, they don’t want to speak with pre-scripted robots; they want vendors based in the USA to communicate with them on a personal level.

TSI Healthcare triages all of our calls live. We answered over 57,000 calls live last year!

I’m Tired of Pressing 1 for More Options

If you’re not receiving the customer service you deserve, it’s time for a new vendor.

For the last 20 years, TSI Healthcare has existed for the sole purpose of providing our clients with a customer service experience unmatched by any other company in the world. Learn more about our:

  • Unique, full-circle approach to customer service.
  • 99% client satisfaction rating
  • Stevie Award winning team

Meet Our Top-Ranked Customer Service Team

* You earn $500 Visa gift card when they join the TSI Healthcare family. At TSI Healthcare, we respect your right to privacy. We do not sell, rent, swap or otherwise disclose any of this information to third parties.