Thanks again for everyone's response. :)
NRSKaren, appreciate your response too, as someone with a positive experience (and I did check out your links). Just a thought (NOT an attack!) :) : If someone said, "Sorry we did not EXCEED your expectations" when they hadn't even MET them (as in that missed visit), I'd be even more annoyed. My best bet, from reading your posts now and in the past, is that your commendations are a reflection on YOUR personal excellence, not the system's. :)
My concern is that admin is seeking to "overlay" a customer service system/philosophy without actually giving the meat-'n-potatoes backing to it. It's nice to say, this is how we'll all do things, but you can't get employee satisfaction with big smiles and forced
scripts. For example, at my hospital major concerns are pay issues, retention, staffing and perceived admin indifference (LOL! I know, I know, that's everyone out there too). I fear that a happy new customer service plan will just be plastered over the underlying
problems with no attempt to raise salaries, retain long-term employees, or hear the problems from below. I'm sure those who promote these service systems (and who are paid to do so, let's don't forget) would say that's not what they intend, but it's the individual
systems' IMPLEMENTATION that I fear.
Also, per your response, "Saying a similar heartfelt sentiment is what it's all about" -- that's what most of us are already doing, lol! But a canned response is never heartfelt, IMHO. I've already heard one too many knotheads mumbling out a greeting by rote without feeling or concern and I'd rather a personalized response ANYTIME.
I agree, there are folks out there with minimal customer service and/or social skills. I'm super-frustrated that I have to go sit with them! This just sounds like it could be a lowest-common-denominator scheme... because some are lacking, all will have to be standardized. Again, how any one system IMPLEMENTS it can be at issue. If the plan allows for individual variation and personality, then I'm more
willing to listen. If I get a card with printed scripts to attach to my ID badge for easy reference, well, let's just say Tephra's gonna have a few giggles at admin's expense. :)