Do you really care? Part 2 – By Bruce Loeffler, Customer Service Expert
Did you know that Servicide© is impacting your hospital? Servicide is a combination of service and suicide that I see throughout the country.
Here’s my definition: Servicide is “the service we provide that offends and frustrates our patients and co-workers.” Attitudes such as coldness, condescension, rudeness, apathy, the brush off, or plastic and callous staff are destroying patients’ trust in us and in each of our co-workers.
We can help you.
I created Disney World’s service excellence model and have trained over 130 hospitals on improving service and HCAHPS Scores.