What Happened to Customer Service?

[pot_luck]

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. -The nurse usually gives the results. I didnt specifically call to speak to the receptionist for my results. Since she is the one who answered the phone I asked her for my results.[/I] [I]What was I supposed to say when she answered? 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. -Patients in front of who? The doctor wasn't there so therefore there WEREN'T any patients. BTW I didnt call the receptionist to talk and lolligag with her. Second I have no problem being put on hold. I think you missed something or is intertwining your personal problems here. Oh, because you feel that the patients at your office abuses you that is how it works everywhere. If this is something that happens to you a lot maybe you are the problems. Something you should ask yourself. 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. - This is all your opinion. If I am paying MY money for a service I better be treated as if I am at a luxury store because in the end, your salary is paid by me. 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. -Reading is fundamental....where did you read that I said anything to her about being put on hold? What she should have said from the beginning Is that I cannot give you the results and there is no one here to give them to you until Monday. So I can have the doctor call you on Monday or you can call back yourself on Monday. How hard is that? I guess that type of response is too logical. 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. - OK I am a psychologists who has worked in a medical setting for may years. We never experienced these type of problems becuase our receptionist were very friendly and courteous. Our goal was to make sure I patients were never put on hold. You come across as the type o person with an attitude, someone we clearly wouldn't hire. Wat happened at your old job? I bet you were fired. Again, you are desperately trying to make your situation mine.

...

[cheburashka]

Originally Posted by pot_luck

...

Notice how in my reply I focused on the original situation you described as a whole, while you in your reply focused on insulting me individually -that alone speaks volumes about your character and leads me to believe you didn't tell us the entire story from the beginning and perhaps were rude to the receptionist.

Since you make invalid asumptions about my work experience - no I did not get fired. I quit because I had two bachelor degrees to finish and work was taking too much of my time. Just so it makes you feel better about yourself, a lot of medical receptionists volunteer their surfaces to get experience in a medical setting and working with patients. I did that so myself - which means they get paid nothing, literaly. So in case you are on a power trip saying this receptionist was paid to do her job, there is a good chance she wasn't.


If you don't understand how a medical office works and want concierge treatment - perhaps hire a personal doctor like MJ ?

Another thing: if you don't want people's opions don't start threads or when you start them, specify that you only want sympathetic comments and to whine and complain, not rational opinions adressing your situation. This thread bothered me so much, I showed it to my med students friends and they all agreed your expectations were out of line.

[couture_addict]

Originally Posted by cheburashka

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.

Of course it doesn't - and if you'll notice in my post, I never said that it did give her a pass.

However, it has nothing to do with the responsibility of the employee to behave professionally. If the OP did treat her poorly (and note that I say IF, because I don't know if she did or did not), it doesn't give the receptionist a pass to act in an unprofessional manner, either.

I understand the "why she did it" that you're explaining - I got it the minute I read the OP's post. Everyone has bad days. And everyone is responsible for their own behavior.

And I worked in the medical field for many years. I'm WELL aware of what goes on behind the scenes.

[couture_addict]

cheburashka & pot_luck - maybe call a truce before this thread gets too nasty and closed...agree to disagree?

[Magdeline]

Wow, OP! Originally I read your post and I do agree that if the receptionist was as rude as you describe, she should be reported to the practice immediately. Even in the face of an incredibly rude patient, her job is to remain calm and professional.

Now, after reading your personal attack on cheburashka after her (successful, IMO) attempt at an objective and honest post, I can't believe you were as nice to the receptionist as you claimed. It was completely uncalled for!! You didn't just defend yourself; you attacked cheburashka. If you make such inflammatory statements in real life, you are going to run into trouble and "bad customer service" from all but the very best and most tolerant customer service employees. Seeing that, I really don't believe you were as kind as you say to the receptionist in the face of annoyance. If you were indeed rude to her (be honest with yourself), IMHO you have no right to report her.

Additionally, in a medical environment, healing comes first, and "customer service" (especially on the same level as a luxury store) is way, way, way down the line. Holding the receptionist to those kind of standards is unfair. Maybe if you have your own private doctor (ever watch the show Royal Pains?), you get that kind of service. I believe that a patient with a sense of entitlement can show it in interactions with others without even realizing it.

Anyway, be honest with yourself. Although the receptionist was at least a little bit out of line, if you were as well, IMHO it is not your duty nor your right to report her.

[Classic Chic]

I personally don't find a reply of "..." as attacking/offensive, could simply mean 'speechless', no? OP's request sounds like a routine call for a ob/gyn receptionist, I find it hard to believe receptionist have to check w/doc for every call to this type of request. A simple respond of 'Only doctor is authorized to discuss the result of your exam, please call back monday' will do. if the receptionist have deal with walk in clients and other people on the phone all at the same time, she/he can explain her self and ask OP to wait or offer to call back at a later time.

Yelling and hang up are the two big no-no in service industry, just becuase there's a possibility receptionist is having a bad day when OP called, it dosen't mean yelling is ok. just my two cents.

[pot_luck]

^^^ I was completely honest in my description of what happened.


Far as the other poster goes...she accused me of everything under the sun and quite frankly all of her assumption were negative. Without asking for any further info for clarification how is anyone able to come up with this stuff. She used her own skewed view of how things work In a "medical office" to give what she called constructive criticism which was biased.

She basically called me a trouble maker, says that I am an irrational thinker with a lack of common sense and a whiner. But I am the personal attacker.

Oh well, everyone has an opinion, but must understand that when you throw insults around and try to belittle someone without knowing anything about them you better be prepared to have them thrown back at you.

[Magdeline]

Originally Posted by Classic Chic

I personally don't find a reply of "..." as attacking/offensive, could simply mean 'speechless', no?

The OP's reply is within the quotation block, following up each of chebushka's numbered statements with a reply.

[alliemia]

Originally Posted by cheburashka

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.

i don't see how you inferred all of this from the OP's first post. She never said she was upset at being put on hold twice, or that she was upset at not getting results from the receptionist. I assume she is merely telling the receptionist her reason for the call. Not demanding results from her directly. And then just questioning what time the dr is next in, and being told 'i don't know'. well what kind of crazy answer is that? if in fact she didn't know, she needs to say 'only the dr can give you the results, as it's a HIPPA violation, and I'm not sure of his hours next week but let me take your name and number and I'll leave him a message to call you'. The yelling, hangin up, saying she is ridiculous...that is BEYOND unacceptable.

i find that a lot at dr's offices. the receptionists act like they are doing you a favor just by answering the phone. with such dreadful tones, and the 'what do you want?' in rude attitude. makes you want to not go back. sadly, we have no choice, we are sick!

[Classic Chic]

Originally Posted by Magdeline

The OP's reply is within the quotation block, following up each of chebushka's numbered statements with a reply.

you are so right, sorry I didn't read the respond in quotation

[Fashion Luvr]

because customer service takes time and you actually have to like your job and care about people.
It doesn't scale either, you work hard to make sure a customer is happy and you have to do it all over again with the next person. But in the long run its the only way to run a company.

[Sternchen]

For some reason I find it hard to believe that she yelled and SCREAMED at you...

How was your tone when you spoke to her? Were you friendly or did you give her attitude after she (more than likely) accidentally hung up on you?

So you're never ever ever never no way in hell ever gonna see this doctor again just because of the receptionist? Sorry...that's overreacting, IMO. It's like when people say "Nordstrom SENT ME THE WRONG PAIR OF SHOES OMG I'M NEVER EVARRRRRRRRRRRRRR SHOPPING THERE AGAIN!!!" *stomp, pout, slam door*...

[Sternchen]

Originally Posted by pot_luck

...

If you're a psychologist you should have known better than to expect the receptionist to give you the results over the telephone...

[nataliam1976]

Originally Posted by Sternchen

If you're a psychologist you should have known better than to expect the receptionist to give you the results over the telephone...

She didnt ask the receptionist directly to give her results, she inquired about her results in general.

[Sternchen]

Quote:

-The nurse usually gives the results. I didnt specifically call to speak to the receptionist for my results. Since she is the one who answered the phone I asked her for my results. What was I supposed to say when she answered?

This is what kind of confused me...

In the first post she says that she wanted the results...but here she says she usually gets them from the nurse. Why not ask the receptionist if you can speak to the nurse about your results?