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Category: Customer Service

Does Today's Technology Make You Feel Lonely?

By VICTORIA MARQUARD-SCHULTZ
March 03, 2018 Category: Customer Service

I was listening to some oldies but goodies on the radio recently and lyrics from Roy OrbisonsOnly the Lonely(1960) have been sticking in my mind Only the lonely (dum-dum-dum-dumdy-doo-wah) Know the way I feel tonight (ooh-yay-yay-yay-yeah) Only the lonely (dum-dum-dum-dumdy-doo-wah) Know this feelin aint right (dum-dum-dum-dumdy-doo-wah) Those lyrics resonate with me because, in many ways, todays technology can make you feel lonelier than ever. Its supposed to make you feel more connectedbut does it? This is a peculiar kind of loneliness where technology allows you to tune out those around you and isolate yourself in the endless sea of Google. I see people buried in their cell phones in restaurants, on planes, in their cars, even at Disney World with their kids on rides. Youve probably seen it happen dozens of times in your DME stores. And as Roy sang it, you probably have a sense every now and then thatthis feelin aint right. But theres hope! You never have

Providing That “Perfect” Customer Service Experience

By BOB MCQUOWN
November 05, 2017 Category: Customer Service

Good customer service is the most important value your company can provide to your customers. In a typical transaction, your customers expect everything to go smoothly, without delays or problems. For the purpose of this article, lets call this perfect customer service. Customers simply expect their transactions to proceed in a timely manner with no surprises and without glitches. Any variation or miscue from their expectations usually ends in a negative experience which could cost you a customerand no one wants that to happen. The good news is that you dont have to deliver a life changing customer service experience just a perfect one. Heres a customer service story I heard long ago. Its a great example of both perfect and horrendous customer service happening at the same time. A lady flew into the Denver airport, rented a car and checked into her hotel. She was scheduled to be the keynote speaker at a conference the following day at another location. The next

The Art of "Please" and "Thank You"

By VICTORIA MARQUARD-SCHULTZ
November 03, 2017 Category: Customer Service

The late great Alabama football coach Bear Bryant once made an observation always worth remembering: It doesnt cost anything to be nice to people. This comes to mind because one of our writers recently visited a Florida based DME to purchase CPAP related equipment. The sale went through, the equipment was purchased, the mission was accomplishedOr was it? The writer will never purchase from that particular DME again. Why? Because he said basic manners were missing from that provider. The phones were ringing and the sales person kept him waiting while answering them. In the end the sale was made, but it was made in a hurry. And worst of all, our writer reports no one ever thanked him for his business, no one welcomed him to that store, no one ever said Please, may I help you? One of my English teachers once suggested that the three most important words in the English language might well be Please and Thank you. Yet she noted a sense that they were becoming archaic

More Tips for your Traveling Oxygen Patients

By BOB MCQUOWN
September 09, 2017 Category: Customer Service

Just because a patient is on oxygen doesnt mean that they are stuck at home and cannot travel.On the contrary, today it is much easier for the typical oxygen patient to travel by car, train, plane or cruise liner. Before the jet setting begins, here are a few tips you should advise your patients about before they leave hometo make it easier for both of you to breathe easy during any trip! Have the patient check with their doctor first. Patients need to consider avoiding places with extreme hot or cold temperatures, and places such as large cities with heavy pollution. Patients should keep a copy of their prescription with them. If their oxygen equipment malfunctions, a copy of the prescription will make acquiring a backup source of oxygen much easier to obtain. Patients who travel with a POC should carry a letter of necessity for oxygen with them. The FAA requires this when taking portable oxygen concentrators on board and they will have to show this to them when

‘Hail’ to Keeping All Your Patients Going!

By VICTORIA MARQUARD-SCHULTZ
August 17, 2017 Category: Customer Service

Jim Harbaugh, the football coach at my alma mater, the University of Michigan, has a favorite saying: Attack each day with an enthusiasm unknown to mankind. People I know who know Jim tell me that motto describes Jim perfectly. He is always upbeat, his glass is always half full, he is always looking at each new day as an opportunity to do better than the day before. And he wins big wherever he goes: at the University of San Diego... at Stanford... with the San Francisco 49ers... and now with Michigan. The dictionary defines enthusiasm as an occupation, activity or pursuit in which interest is shown. If you and your healthcare associates are enthusiastic its like winning. The food tastes better. The days go quicker. More effective leadership. So take a lesson from Jim. Find a reason or multiple reasons to be enthusiastic. They are always there, but sometimes you need to choose to see them. AtOxyGo, for example, we are super

The World’s Shortest Definition of Economics

By VICTORIA MARQUARD-SCHULTZ
August 01, 2017 Category: Customer Service

Once upon a time, in a kingdom far away from audits and competitive bidding, there lived a king and his beautiful daughter, Lysandra. Angry one day at his inability to understand economic theory, the king summoned his top three economic advisors to a summit and announced a contest of extreme importance. You have three weeks to deliver to me the worlds shortest definition of economics that I can understand, said the king. The prize to you will be my daughter, Lysandra, in marriage. But be advised: if the definition of economics you give me is too long and complicated, I will have your head chopped off, warned the king. In three weeks the advisors all assembled with their definitions. Advisor #1 went first and presented the king with a single page document that explained every facet of economics in one page. But after trying to understand it, the king exploded in a rage and yelled: Off with his head. Advisor #2 went next and gave the king a single paragraph. However,

Taking the Sting out of Negative DME Online Reviews

By ROB SALTZSTEIN
June 25, 2017 Category: Customer Service

As review sites have proliferated, a new industry has been spawned: reputation management and review alert firms that keep companies appraised about what is being said about them on the Internet. These include websites such asreputation.com,statuslabs.comandtrustpilot.com. A negative review can be a wakeup call that allows you to improve your DME business. Its far worse not to know about a problem than to know about a problem you can fix. Experts suggest that any business responding to a negative review should keep in mind the acronymHEARD. H =Hear the complaint. Keep an open mind and be willing to admit there may be a problem. E =Empathize. What can you do to make it right with the reviewer? A =Apologize and ask for another chance.Never argue with a reviewer. R =Resolve to fix the problem.Make restitution, if necessary. D =Diagnose why the negative review happened. Take action to fix the cause. Perhaps, for example, if your staff followed up every sale with a customer phone call, many

16 Tips for Oxygen Safety at Home

By ROB SALTZSTEIN
April 28, 2017 Category: Customer Service

Oxygen is very safe to have in the home when the following guidelines are followed. Are the following 16 tips included in your oxygen safety training for your patients? Teach your patients to never smoke while on oxygen or go near an open flame. Rule of thumb: Never allow oxygen to come within 10 feet of an open flame or extreme heat source. Remind patients to remove their oxygen while cooking, even if using an electric stove. Store extra portable cylinders lying on their sides. Do not keep any cylinders standing upright if they are not supported either in a tank base, tank holder, portable cart, or secured with chain or rope. Keep a No Smoking sign visible at all times. A no smoking sign should be posted in the room or area that contains oxygen. Do not use bedding or clothes made of wool, nylon, or synthetic fabrics as these materials have the tendency to produce static electricity. Using materials made of cotton will help eliminate sparks from static electricity. Do not use petroleum

Blog - Customer Service

Category: Customer Service

Does Today's Technology Make You Feel Lonely?

By VICTORIA MARQUARD-SCHULTZ
March 03, 2018 Category: Customer Service

I was listening to some oldies but goodies on the radio recently and lyrics from Roy OrbisonsOnly the Lonely(1960) have been sticking in my mind Only the lonely (dum-dum-dum-dumdy-doo-wah) Know the way I feel tonight (ooh-yay-yay-yay-yeah) Only the lonely (dum-dum-dum-dumdy-doo-wah) Know this feelin aint right (dum-dum-dum-dumdy-doo-wah) Those lyrics resonate with me because, in many ways, todays technology can make you feel lonelier than ever. Its supposed to make you feel more connectedbut does it? This is a peculiar kind of loneliness where technology allows you to tune out those around you and isolate yourself in the endless sea of Google. I see people buried in their cell phones in restaurants, on planes, in their cars, even at Disney World with their kids on rides. Youve probably seen it happen dozens of times in your DME stores. And as Roy sang it, you probably have a sense every now and then thatthis feelin aint right. But theres hope! You never have

Providing That “Perfect” Customer Service Experience

By BOB MCQUOWN
November 05, 2017 Category: Customer Service

Good customer service is the most important value your company can provide to your customers. In a typical transaction, your customers expect everything to go smoothly, without delays or problems. For the purpose of this article, lets call this perfect customer service. Customers simply expect their transactions to proceed in a timely manner with no surprises and without glitches. Any variation or miscue from their expectations usually ends in a negative experience which could cost you a customerand no one wants that to happen. The good news is that you dont have to deliver a life changing customer service experience just a perfect one. Heres a customer service story I heard long ago. Its a great example of both perfect and horrendous customer service happening at the same time. A lady flew into the Denver airport, rented a car and checked into her hotel. She was scheduled to be the keynote speaker at a conference the following day at another location. The next

The Art of "Please" and "Thank You"

By VICTORIA MARQUARD-SCHULTZ
November 03, 2017 Category: Customer Service

The late great Alabama football coach Bear Bryant once made an observation always worth remembering: It doesnt cost anything to be nice to people. This comes to mind because one of our writers recently visited a Florida based DME to purchase CPAP related equipment. The sale went through, the equipment was purchased, the mission was accomplishedOr was it? The writer will never purchase from that particular DME again. Why? Because he said basic manners were missing from that provider. The phones were ringing and the sales person kept him waiting while answering them. In the end the sale was made, but it was made in a hurry. And worst of all, our writer reports no one ever thanked him for his business, no one welcomed him to that store, no one ever said Please, may I help you? One of my English teachers once suggested that the three most important words in the English language might well be Please and Thank you. Yet she noted a sense that they were becoming archaic

More Tips for your Traveling Oxygen Patients

By BOB MCQUOWN
September 09, 2017 Category: Customer Service

Just because a patient is on oxygen doesnt mean that they are stuck at home and cannot travel.On the contrary, today it is much easier for the typical oxygen patient to travel by car, train, plane or cruise liner. Before the jet setting begins, here are a few tips you should advise your patients about before they leave hometo make it easier for both of you to breathe easy during any trip! Have the patient check with their doctor first. Patients need to consider avoiding places with extreme hot or cold temperatures, and places such as large cities with heavy pollution. Patients should keep a copy of their prescription with them. If their oxygen equipment malfunctions, a copy of the prescription will make acquiring a backup source of oxygen much easier to obtain. Patients who travel with a POC should carry a letter of necessity for oxygen with them. The FAA requires this when taking portable oxygen concentrators on board and they will have to show this to them when

‘Hail’ to Keeping All Your Patients Going!

By VICTORIA MARQUARD-SCHULTZ
August 17, 2017 Category: Customer Service

Jim Harbaugh, the football coach at my alma mater, the University of Michigan, has a favorite saying: Attack each day with an enthusiasm unknown to mankind. People I know who know Jim tell me that motto describes Jim perfectly. He is always upbeat, his glass is always half full, he is always looking at each new day as an opportunity to do better than the day before. And he wins big wherever he goes: at the University of San Diego... at Stanford... with the San Francisco 49ers... and now with Michigan. The dictionary defines enthusiasm as an occupation, activity or pursuit in which interest is shown. If you and your healthcare associates are enthusiastic its like winning. The food tastes better. The days go quicker. More effective leadership. So take a lesson from Jim. Find a reason or multiple reasons to be enthusiastic. They are always there, but sometimes you need to choose to see them. AtOxyGo, for example, we are super

The World’s Shortest Definition of Economics

By VICTORIA MARQUARD-SCHULTZ
August 01, 2017 Category: Customer Service

Once upon a time, in a kingdom far away from audits and competitive bidding, there lived a king and his beautiful daughter, Lysandra. Angry one day at his inability to understand economic theory, the king summoned his top three economic advisors to a summit and announced a contest of extreme importance. You have three weeks to deliver to me the worlds shortest definition of economics that I can understand, said the king. The prize to you will be my daughter, Lysandra, in marriage. But be advised: if the definition of economics you give me is too long and complicated, I will have your head chopped off, warned the king. In three weeks the advisors all assembled with their definitions. Advisor #1 went first and presented the king with a single page document that explained every facet of economics in one page. But after trying to understand it, the king exploded in a rage and yelled: Off with his head. Advisor #2 went next and gave the king a single paragraph. However,

Taking the Sting out of Negative DME Online Reviews

By ROB SALTZSTEIN
June 25, 2017 Category: Customer Service

As review sites have proliferated, a new industry has been spawned: reputation management and review alert firms that keep companies appraised about what is being said about them on the Internet. These include websites such asreputation.com,statuslabs.comandtrustpilot.com. A negative review can be a wakeup call that allows you to improve your DME business. Its far worse not to know about a problem than to know about a problem you can fix. Experts suggest that any business responding to a negative review should keep in mind the acronymHEARD. H =Hear the complaint. Keep an open mind and be willing to admit there may be a problem. E =Empathize. What can you do to make it right with the reviewer? A =Apologize and ask for another chance.Never argue with a reviewer. R =Resolve to fix the problem.Make restitution, if necessary. D =Diagnose why the negative review happened. Take action to fix the cause. Perhaps, for example, if your staff followed up every sale with a customer phone call, many

16 Tips for Oxygen Safety at Home

By ROB SALTZSTEIN
April 28, 2017 Category: Customer Service

Oxygen is very safe to have in the home when the following guidelines are followed. Are the following 16 tips included in your oxygen safety training for your patients? Teach your patients to never smoke while on oxygen or go near an open flame. Rule of thumb: Never allow oxygen to come within 10 feet of an open flame or extreme heat source. Remind patients to remove their oxygen while cooking, even if using an electric stove. Store extra portable cylinders lying on their sides. Do not keep any cylinders standing upright if they are not supported either in a tank base, tank holder, portable cart, or secured with chain or rope. Keep a No Smoking sign visible at all times. A no smoking sign should be posted in the room or area that contains oxygen. Do not use bedding or clothes made of wool, nylon, or synthetic fabrics as these materials have the tendency to produce static electricity. Using materials made of cotton will help eliminate sparks from static electricity. Do not use petroleum

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