What Is Significance of Empathy-driven Customer Service in Heal

  • The ‘post COVID-19 era’ looks like a distant future now as the second wave of COVID-19 has hit us again. The crisis has created an unmatched transition and transformation in the way healthcare departments work. When talking about healthcare customer service, the interaction between staff and patients are greatly driven by empathy today. A patient-centric perspective in customer service can help a hospital or healthcare facility go a long way, not just during the crisis, but also for the years to come.   

    Although compassion and showing care has always been the priority for CX professionals, today, it is even more significant. Customer experience is essential in a healthcare industry that is primarily build on patients’ trust and treatment provided. It is crucial to give a human-touch to every communication a hospital has with patients or their family. This will help with patient-hospital relationship building. This will help clinics not lose the trust of patients even when they lack something during the times of crisis.   

    Ways in which empathy-driven healthcare customer service can help

    There are multiple ways in which healthcare customer service driven by empathy can help patient relieve stress, set an optimistic viewpoint and calm down distressed patients in these trying times.

    Keeping it to the point

    In situations like these, over communicating is a big No. Patients don’t want to listen to anything outside their query. So, providing critical information politely, responding quickly to questions and exercising patience are critical to success. Customer service teams should be trained to develop soft skills that can create memorable customer experience without over talking.    

    Utilization of technology

    Automation and leveraging on technologies has long been the key to get through the crisis period. The picture is no different in the healthcare sector. Healthcare customer service is becoming more reliant on technology, smart tools and automation. This makes it easier to handle enquiry spikes by the customer service teams. Long wait times are annoying for patients or information seekers as well. Thus, implementing chatbot features, call back options and self-help portals are essential. Video customer service can also infuse empathy without additional effort. Viewing faces builds trust; strengthens relationships and feels more humanly.   

    Leveraging WAH delivery model

    The world is practicing social distancing. Companies are forced to figure out alternate ways of offering services. In case of the healthcare sector, people need support and most importantly, empathy. It is essential that healthcare customer service is continued no matter how tough the situation gets. Work-at-home solution adopted by contact centers and customer service providers is a customized solution with the help of which employees and agents can provide seamless and agile services to its clients. On-site and work-at-home interactions are blended. This ensures scalability even in the times of crisis.

    CX professionals responsible for healthcare customer service need to be more proactive in listening, understanding and connecting to ensure every interaction makes patient feel supported. Showing empathy in the times of crises provides many short term-benefits like improving patient satisfaction rate. In the long-term, it can create positive and emotional attachment that translates to loyalty.