Is Customer Care the New Customer Service?

I needed to make a doctor appointment, so I went online to provide my availability and wait to be emailed with scheduling options. I have a full calendar that is constantly getting fuller, so finding open time slots can be challenging.

I waited a full day. No response about my appointment.

I decided to call the office on my lunch break to see if I could get it scheduled quicker that way. I was met with the option to receive a call back or wait for half-an-hour on hold. I opted for the call back but after an hour passed…crickets. Already frustrated, I called back again, this time opting to hold. Finally, a half-an-hour later I was met with the voice of a real human and was able to schedule my appointment.

The scheduling assistant I spoke with was extremely nice and apologetic, which I appreciated, but it wasn’t enough to stop me from wondering if it was worth looking at other providers who could save me time, trouble, and give me a better experience.

The disappointing fact is this incident just happened yesterday. The pandemic has been a part of our lives for over a year and some companies are still struggling to keep up with customer demands.

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