What Happened to Customer Service?

[declaredbeauty]

There is having a bad day and being a straight out grouch.. putting it nicely . I would complain. Especially these days where tons of people are willing to take her position and actually do a great job at being cheerful.

Even when I'm having an absolute horrible day.. I fake it until I make it.

Lately I've been getting really good customer service or flat out none. Yesterday I called the Sheriffs office to ask a simple question and the guy gave me the hugest attitude ever. I wanted to tell him off but that's probably against the law.. LOL.

[Jahpson]

Originally Posted by madamefifi

I have to disagree with the philosophy of "cut her some slack, maybe she was having a bad day". IMO it is NEVER acceptable for anyone in the customer service industry to take out their bad mood on a client. I am a nurse which is the ultimate customer service job---do you think a sick person wants their nurse to start screaming at them or walk out of the room and never come back because she had a fight with her husband or whatever? That receptionist was out of line and I would definitely mention it to the office manager or whomever it may concern.

seriously!

i could understand if this was an ice cream shop, but this is a doctor's office. People are sick and the last thing they need to deal with is someone who clearly doesnt care about their job

[Pierito510]

This is a really good thread and touches a very serious problem in america. Nobody wants to be a servant..Yet we all are!!! when we deal with each other we are both serving the other person and being served at different times. I think bottomline people are unhappy, frustrated, overworked and underpaid..and we take it out on each other. I am a doctor and I have being treated bad both by doctors, support staff and patients...without doing anything wrong...just being there...and you guys don't know HOW MUCH difference it makes to soften up and say a gentle word..Yes I get tired of it..and frustrated...but most of the time I am amazed at the responds I get..People open up about their problems, and reveal how they just feel used, abused...and they are just reacting. There is never an excuse to treat people rudely though..
My advice would be to wait for your doctor to call you with the results. Most medical boards require doctors to disclose lab results within 2 weeks max. This is a way of also knowing how thorough and efficient your doctor is..If you call and do his work..you'll never find that out. Let him/her contact you about your pap. If that does not happen i would change doctors but not without telling him/her your reasons. I will give the receptionist one more chance. In my guidelines..we all are entitled to one bad day..but beyond that...it becomes a serious problem..
i'm sorry about your experience. i am not very proud about the medical field during this time in America, hopefully things will get better.

[shanam]

^^^^ I completely agree with you. This is a doctor's office. You were concerned about your test results. Having a receptionist hang up on you not once but twice is the ultimate in disrespect. Most doctor's tend to call patients at the end of the day if you are lucky. The only time i even got a call re my pap test was when there was a problem. otherwise i fill out an envelope with my name/address and the results are mailed a week or two later.

[frozendiva]

Potluck, I would just let it go this time.

I'm not defending the receptionist. Maybe 10 people had screamed at her before your unfortunate call. It's not your problem, but you were in the wrong place at the wrong time. Chances are she'll be pleasant the next time you call. Things like this happen.

The doctor may not have given her his complete schedule for next week. I don't book my boss' appointments/meetings. I might book some but what may seem to be blank in his calendar may be booked. He may have told her to not book X day until Friday. Who knows.

People are rude to me all the time.

Sure, there is bad customer service. People are not properly trained, there is a shortage of good people, and many folks see a customer service job as just part one of the step up the ladder. Some people don't even have basic manners, so you can't expect them to just learn them by osmosis. Bad customer service is a huge issue.

I was treated very poorly by a store here. I took my complaint to their corporate US office.

I have been treated rudely by people I work with. They hate me for no reason other than whatever chip they have on their shoulder. I've had years of rudeness that I take because I have no choice. You let it go and you rightly put the problem on that person's shoulders.

[LVLover]

Originally Posted by pot_luck

I called my Ob/Gyn today for the result of a pap smear. The receptionist pics up the phone I tell her why I am calling. She puts me on hold comes back to the phone and puts me on hold again but this time she actually hangs up on me. I call back and she tells me that she cant give me the results because she isn't authorized to do so. I will have to call on Monday to speak to the doctor but she refused to tell what time he would be in. I then ask her why didn't she just tell me that when I asked for the results instead of putting me on hold. She began yelling and screaming at me.I tell her that she isnt speaking to a little child and she hangs up on me. What happened to customer service? I like this doctor but will never return to his practice after the behavior of his front desk staff.

I'm a dentist and I do agree that I would want to be informed if the person answering the phone was rude in any way. However please keep in mind that due to HIPPA medical information is very difficult to release over the phone. It is so easy for someone to call that office and say "I'm Sally and I'd like my results when in fact it is not her at all" thus we have a policy that no information can be released over the phone or email, as releasing info to the wrong person (even in fraud as mentioned) can lead to fines and jail time!! This makes it very difficult for doctors and patients to communicate in a time when everyone has so little time.

And we want the govt. to run our health care....SCARY!!!!!!!!

[tanukiki]

Originally Posted by frozendiva

Perhaps someone came to the desk while she was talking with you and she had to put you on hold. Occasionally, you do disconnect someone. The receptionist is not authorized to give out test results. She may not know when the doctor will be in on Monday. People do have bad days. I'd cut her some slack this time. If it keeps happening, then complain.

The end part of the interaction is completely unacceptable. She should call the office manager or practice administrator (or if she can get hold of the doctor directly) to let them know. I know most of the doctors I have worked with in the past would want to know this sort of information.

[Pursegrrl]

It's simply inexcusable. If the receptionist got chewed out by 15 people prior to pot_luck's call that's not pot_luck's problem; she doesn't deserve the receptionist taking it out on her.

If the receptionist is having a bad day or had a load of cr*ppy calls in a row (hypothetically), then she should take a break or go walk around the block. It's no joke that people can be incredibly rude to those on the front line who answer the company's phone and will say things that they'd never ever say to someone's face. [Not implying that's what you did, pot_luck, just saying in general].

So...with all my rambling here my point is there is no excuse. It's true that calls can get disconnected accidentally. So if that's what happened, the receptionist should have said a very brief to the point "I apologize," own it and then move on to help pot_luck.

ETA: I also realize that the receptionist is not authorized to release info and that there are other rules. BUT, there are ways to professionally explain what one can and cannot do to a caller. In my help desk years, we called it 'having the golden tongue.' You focus on what you CAN do to help the caller rather than repeatedly emphasize what you can't.

Document everything that happened and let the doctor know.

[pot_luck]

She definitely needs a gold tongue.

Many years ago my family took a trip to another state. In this state we visited a famous hot dog place. My husband ordered a foot long hot dog with chili. The order taker asked my husband if he wanted his chili on or on the side. Being the picky eater that he is, he chose to get the chili on the side. She then tells him that it doesn't come on the side. We still laugh at this.

[couture_addict]

I would certainly file a complaint - an honest one. There is NO excuse for her grossly unprofessional behavior. If this is an isolated incident, then the worst she will get is a slap on the wrist (if that). However, if there's a pattern of unprofessional behavior, she'll be dealt with appropriately by her employer. Either way, her employer deserves to know.

Previously working as a nurse I have been yelled at, slapped, sh!t on (literally), insulted, been blamed for other people's errors, by patients, patients' families, co-workers and doctors. NOT ONCE have I ever lost control and yelled at anyone. I pounded the steering wheel of my car a few times on the way home, though LOL

If she can't hold it together from the time she clocks in until the time she clocks out, then maybe she shouldn't be working customer service.

[ms-whitney]

^ I agree, maybe she should find something that is more suitable for her because if you're working in customer service it's a given that you'll have to deal with certain people. I've worked at a medical office before and I can tell you right now a lot of doctors overschedule themselves to either a)make ends meet or b)make more money but either way you know who gets to sit outside with the patients who wait for a hour? the receptionist! and who do they angrily yell/talk to? the receptionist! but when they finally see the doctor they're all smiles and nicely tone..to the doctor of course..

part of the job

and at this type of economy I'm pretty sure there are a lot of people out there who'd appreciate a job like that!

[cheburashka]

Originally Posted by pot_luck

I called my Ob/Gyn today for the result of a pap smear. The receptionist pics up the phone I tell her why I am calling. She puts me on hold comes back to the phone and puts me on hold again but this time she actually hangs up on me. I call back and she tells me that she cant give me the results because she isn't authorized to do so. I will have to call on Monday to speak to the doctor but she refused to tell what time he would be in. I then ask her why didn't she just tell me that when I asked for the results instead of putting me on hold. She began yelling and screaming at me.I tell her that she isnt speaking to a little child and she hangs up on me. What happened to customer service? I like this doctor but will never return to his practice after the behavior of his front desk staff.

Ok, my post is CONSTRUCTIVE reply to your post, given how I was a receptionist in a dental office for several years.

1. She couldn't tell you the results over the phone because it's probably a HIPAA violattion and generally a common knowledge. She is a receptionist, not a doctor, so if the results were abnormal, how would she even be able to intereptret them ? For you to expect for a receptionist to tell you the results is a lack of knowledge/ratioonal thinking on your part.

2. The hold issue here is dual. She put you on hold twice if I understand correcly , althought I am unclear based on the decription you written above.

The first time she put you on hold she probably had 3 other patients in front of her and 2 other on alternative phone line. I don't know where people get an idea that receptionist does nothing all day. If it's a busy practice, you are probably one of the many MANY people tryhing to reach her at the same time. I can't tell you how many times I'd have 7 people simultaneously to help. That means 1 of me and 7 of them, so yes - someone is going to be put on hold and probably multiple times.

I doubt she actually hung up on you, it probably got disconnected.

3. If you are frustrated because she didn't tell you right away that she is not allowed to tell you, then you have no idea how the office works and not being understanding. I can't believe how INSANE and what disgusting things patients did when they came in throwing tantrums like children. We had to call police several times. One guy threatened to kill another receptionist who was trying to collect payment from him for a treatment that insurance didn't cover.

Suppose she had a crisis like that in front of her: someone yelling at the top of their lungs - do you now see how it's understandble that she put you on hold instead of answering your question right away. Again: sorry but medical offices don't exacty have the same atmosphere luxury retail stores and to expect the same kind of treatment or "customer service" is a little ridiculous.

4. Her yelling at you is out of the line but you weren't being rational or perfect yourself either. Instead of logically analyzing the situation and taking into account factors I mentioned above, you started instigating a fight and being agressive by asking questions like "why did you have to put me on hold instead of answering right away" and etc.

Bottom line: if you never actuallly worked in a medical office, I suppose in a la-la land this is an outrageous treatment, but based on my experience - you weren't exactly behaving nicely yourself. You tried to instigate a fight and probably were pushy where it was really YOUR responsibility to discuss with the doctor how the results would be discolosed to you such as via a letter for example.

[couture_addict]

Originally Posted by cheburashka

... 4. Her yelling at you is out of the line but you weren't being rational or perfect yourself either. Instead of logically analyzing the situation and taking into account factors I mentioned above, you started instigating a fight and being agressive by asking questions like "why did you have to put me on hold instead of answering right away" and etc. Bottom line: if you never actuallly worked in a medical office, I suppose in a la-la land this is an outrageous treatment, but based on my experience - you weren't exactly behaving nicely yourself. You tried to instigate a fight and probably were pushy where it was really YOUR responsibility to discuss with the doctor how the results would be discolosed to you such as via a letter for example.

The OP wasn't being PAID TO ACT PROFESSIONAL.

The receptionist was.

[cheburashka]

Originally Posted by couture_addict

The OP wasn't being PAID TO ACT PROFESSIONAL. The receptionist was.

Yes, so she is a "customer" or a patient per se, but that doesn't give her a free pass to do whatever the heck she wants or act as nasty as she wants to. In every environement, there exist reasonable expectations and completely unreasonable ones. It was her responsibility to discuss with a doctor how the results would be disclosed to her. She didn't. Then she calls in and expects A RECEPTIONIST to tell her the results. Are you kidding me ?

Then she gets upset about BEING ON HOLD and not being IMMEDIATELY helped. Sorry to tell you, but you aren't exactly the only patient calling in and again if there is some psycho next to me threatening to kill me or a patient with an emergency, maybe even a patient in severe pain - you bet I'm going to put on you on hold. Sorry, but things aren't always instantenous in a medical environment - to complain about that is ridiculous. That's like people complaining in emergency rooms about stomach ache, when a patient bleeding to death is taken in ahead of them.

Lastly, receptionists aren't exactly paid to kiss your worries away or be a personal therapist. If someone's trying to INSTIGATE A FIGHT with me, because they don't have an ounce of rational thinking or common sense, that's their problem.

Again: yelling was out of line, but she wasn't exactly rainbow and glitters herself.

P.S. I realize you, OP, probably aren't going to like my opinion but that depends on the purpose of your post. If OP posted to get sympathy and to rant and complain, then there is probably 20-30 other posters who would be willing to offer her sympathy and agreeble comments. If she actually posted to get an unbiased view from someone with an insider experience and to gain an insight into what happened, then my opinion provides a rational explanation of how the situation went beyond the front that OP saw.

[tanukiki]

Originally Posted by cheburashka

Ok, my post is CONSTRUCTIVE reply to your post, given how I was a receptionist in a dental office for several years. 1. She couldn't tell you the results over the phone because it's probably a HIPAA violattion and generally a common knowledge. She is a receptionist, not a doctor, so if the results were abnormal, how would she even be able to intereptret them ? For you to expect for a receptionist to tell you the results is a lack of knowledge/ratioonal thinking on your part. 2. The hold issue here is dual. She put you on hold twice if I understand correcly , althought I am unclear based on the decription you written above. The first time she put you on hold she probably had 3 other patients in front of her and 2 other on alternative phone line. I don't know where people get an idea that receptionist does nothing all day. If it's a busy practice, you are probably one of the many MANY people tryhing to reach her at the same time. I can't tell you how many times I'd have 7 people simultaneously to help. That means 1 of me and 7 of them, so yes - someone is going to be put on hold and probably multiple times. I doubt she actually hung up on you, it probably got disconnected. 3. If you are frustrated because she didn't tell you right away that she is not allowed to tell you, then you have no idea how the office works and not being understanding. I can't believe how INSANE and what disgusting things patients did when they came in throwing tantrums like children. We had to call police several times. One guy threatened to kill another receptionist who was trying to collect payment from him for a treatment that insurance didn't cover. Suppose she had a crisis like that in front of her: someone yelling at the top of their lungs - do you now see how it's understandble that she put you on hold instead of answering your question right away. Again: sorry but medical offices don't exacty have the same atmosphere luxury retail stores and to expect the same kind of treatment or "customer service" is a little ridiculous. 4. Her yelling at you is out of the line but you weren't being rational or perfect yourself either. Instead of logically analyzing the situation and taking into account factors I mentioned above, you started instigating a fight and being agressive by asking questions like "why did you have to put me on hold instead of answering right away" and etc. Bottom line: if you never actuallly worked in a medical office, I suppose in a la-la land this is an outrageous treatment, but based on my experience - you weren't exactly behaving nicely yourself. You tried to instigate a fight and probably were pushy where it was really YOUR responsibility to discuss with the doctor how the results would be discolosed to you such as via a letter for example.

I have worked in a medical office and there is not excuse for the way the office person acted at the end of the call. I have been on the receiving end of some really nasty, nasty behavior from patients but if I acted the way that receptionist did, I would have been fired (and rightfully so). We didn't take stress management classes for nothing!