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2 April, 21:58

Bonnie has a problem with her bill from her trip to the emergency room. She calls the main number of the hospital. The hospital operator listens politely and transfers Bonnie's call to the emergency room. The emergency room staff person remembers Bonnie and asks how she is doing, and eventually transfers her to the billing department. The billing department staff person tells Bonnie that she needs to call the insurance company. Which customer service element does the hospital need to improve?

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  1. 2 April, 22:35
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    Understanding the caller and Knowledge of the product or service

    Explanation:

    The 'knowledge of the product or service' element of customer service of what is done by whom and the understanding of what the customer or caller is looking for must be improved also. Here, Bonnie calls the hospital and the operator carefully listens to what she has to say. Bonnie has a problem with her bill rather than a medical issue and this aspect is important. The operator must have asked a question trying to understand the problem and then should have used his knowledge to direct her to the billing department directly as bills are handled by the billing department. The understanding of the problem and knowledge of the institution needs to be improved.
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