What made the 90s so great? For some, it may have been ditching the floppy disk for ZIP drives, while others may have enjoyed watching hours of their favorite television shows like Friends, The Fresh Prince of Bel- Air, or Home Improvement. Regardless of your associated nostalgia for this decade, one thing is certain; a lot has changed since the 90s, especially the nation’s approach to customer service. However, at TSI Healthcare, we strive to ensure our approach to customer service remains just as personal today as it did 20 years ago.
July 1, 1997, marks the anniversary of TSI Healthcare’s inception, and we’re taking a trip down memory lane through our blog series, TSI Healthcare: Turning Twenty. Before we take a look at the evolution of customer service, read the first blog in our series, Humble Beginnings, as we delve into where David Dickson, Jr., our Founder and CEO, received his start.
Flashback: The year is 1997, and the Green Bay Packers are up against the New England Patriots in Super Bowl XXXI later tonight, so you stop by your local grocer to pick-up a few items for a party with neighbors. The grocery attendants know you by name and ask you about your family as they help you find what you need, check-out, and assist you to your car.
Present Day: Customer service isn’t as impressive as it was 20 years ago. You get off the phone with your telephone provider after mudding through an automated voice response. You were put on hold for 30 minutes only to be transferred to 3 different people, none of whom could help and were hard to understand… and you still don’t have a resolution to your problem. Does this scenario sound familiar? Unfortunately, this has become the norm for modern customer service.
Customer service has been in Dickson’s blood since he was a child. At a young age, Dickson began a lawn service for his neighborhood community. He charged each customer only the cost of cutting their lawn, but always went above and beyond by clipping their hedges and bagging the grass. Since then, Dickson has remained committed to retaining the old school method of going above and beyond in every aspect of customer service. No matter the year, customers still want a dependable, knowledgeable, and personal customer service experience.
We asked a few of our team members to tell us some of the traits that companies really excelled at in the 90s to stay on top of their customer service. It comes as no surprise that many of the things they said are still honored by TSI Healthcare today. Take a look below to hear about these old school traits that TSI Healthcare continues to implement!
Quality – TSI Healthcare takes a proactive approach to quality customer service by solving problems before they arise. In 2016, TSI Healthcare maintained a 99% satisfaction rating in response time, training, and overall customer experience.
Up-To-Date Information – TSI Healthcare provides its clients with many informational resources for its software, products, and offerings including weekly live webinars, newsletters, guided 1-on-1 federal policy assistance, and onsite training and implementation.
Human Touch – Our mission has remained the same since 1997: to provide every client with a customer service experience unmatched by any other company in the world. In addition to giving each client Dickson’s cell phone number, we send our clients cookies (a client favorite), holiday cards signed by members of our family, and hold various client appreciation events throughout the year.
Convenience –TSI Healthcare is there when clients need them the most, in a way that is convenient for you. We offer our clients multiple methods to get in contact with our support team, including live-call triaging. After conducting an internal survey of health IT vendors nationwide, TSI Healthcare found that only 4% of health IT vendors answer their calls via a live person and not an automated messaging system. In fact, TSI Healthcare’s answered 57,000+ incoming calls and resolved 63,000+ support cases in 2016 by a live person, not an automated system.
Dependability – Don’t take our word for it! Hear from our clients who trust TSI Healthcare with everything from implementation to attestation.