I once met an absolutely low-level service in a hospital. The dissatisfaction started with the time of entering the hospital, as the personnel on the reception could not find my record, and instead of asking me to wait and figure out the situation on their own, the hospital employee suggested leaving the premises and making an appointment for another day. At the same moment, I asked what alternatives they could offer for today, since I was ready to wait. However, the front desk employee did not even look into her computer, where the schedule was supposedly located, and began to insist that they did not accept any visitors without an appointment. Further, after my indignation increased, the manager was called. They found my record in the system, the error was on the part of the system itself, which incorrectly recorded the scheduled visit. After that, I was offered an alternative with another doctor after 10 minutes, which was a perfect fit for my plans. What upset me the most in this situation was the relationship on the part of the personnel at the reception, who did not even try to understand the situation, but immediately brought the blame for the non-existent appointment to the clinic’s client.
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The front desk staff are the first people a client or a potential client meets. Any of these employees should be friendly, customer-oriented, and help resolve any issues. The customer focus of employees can be reached by any clinic or hospital through high-quality recruitment and selection. In addition, training can be provided on how to work with clients, how to serve them and behave in certain situations, especially those that can cause a conflict.