[Ailist] Customer care by an IT department

[CTLoveANR@aol.com]

Dear Nick:

    In response to your posting about customer service AI questions, below 
are some questions I used to conduct interviews on customer service for a 
hospital.  I realize the questions are for a very different business sector, 
but some are are pretty generic and may be of use to your clients with 
revisions for an engineering context. 

    And yes, it IS good to have them develop their own questions.  Perhaps 
these from another sector could help move that process along without taking 
away their opportunity to generate questions that work for them.

Hospital Customer Service/Values Protocol


    1.  Think about a time when you felt especially fulfilled in your work 
here at ________ Hospital.  Tell about a high point in your experience here 
when you felt life-giving and energized in your ability to help others.  What 
was happening that made you feel fulfilled and energized?

    2.  Describe the most outstanding example of customer service you have 
ever delivered or seen delivered here at _______ Hospital -- a time when 
something that you or someone else did truly made a positive difference.  
What makes this experience stand out in your mind?   
    
    3.  Think of a business or service that you are loyal to, that you always 
go back to.  What do the people do there that "brings you back?"  Based on 
their actions, what do the people at this business or service seem to value?

    3.  What forces "give life" to excellent customer service at _______?  
When you are at your best as an organization serving your customers, what 
qualities stand out most?

    4.  Describe your own best experience as a customer receiving medical 
care.  What did the care giver do that made this a memorable experience? How 
did this service make you feel?
    
    5.  You have been granted three wishes to create consistently outstanding 
customer service at ________ Hospital.  What would your wishes be?
    
    6.  What is your personal "call to care"?  What brings you here to serve 
others?

Good luck with your project!

Chris Love 
President

Chris Love Associates
Consultants for Positive Change
616 Willow Creek Rd.
Corvallis, MT 59828
Phone: 406-961-0155
Fax: 406-961-8846
Email ctloveanr@aol.com