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首页> 外文期刊>Journal of organizational behavior management >'How May I Help You?' Improving Telephone Customer Service in a Medical Clinic Setting
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'How May I Help You?' Improving Telephone Customer Service in a Medical Clinic Setting

机译：'请问有什么可以帮你？'在医疗环境中改善电话客户服务

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摘要

The current study was carried out per management request to improve the overall quality of telephone customer service among appointment coordinators in a medical clinic. Exceptional telephone customer service included (a) using a standard greeting, (b) speaking in the appropriate tone of voice throughout the call, and (c) answering every call received by the unit, A preinter-vention analysis suggested that performance deficiencies resulted from weak antecedents, poor knowledge and skills, and weak performance contingencies. Task clarification, goal setting, feedback, and performance-contingent consequences were combined to improve these customer service behaviors for 20 full-time appointment coordinators at the clinic. The study used an ABA reversal design with weekly maintenance and 5-month follow-up observations. Introduction of the multicomponent intervention produced visible improvements in greeting (38% increase) and friendly voice tone (22% increase) behaviors; performance was maintained above baseline levels at 5 months postmaintenance. Abandon rates (the percentage of calls not answered by a live voice) remained fairly stable, on average. Findings support the use of a multicomponent intervention to increase telephone customer service behavior in medical clinic settings.
机译：当前的研究是根据管理要求进行的，目的是提高医疗诊所预约协调员之间电话客户服务的整体质量。出色的电话客户服务包括（a）使用标准问候语，（b）在整个通话过程中以适当的语音语调说话，以及（c）应答设备收到的每个呼叫，干预前的分析表明，性能缺陷是由于先决条件薄弱，知识和技能薄弱以及突发事件的能力薄弱。任务说明，目标设定，反馈和绩效依存的结果相结合，以改善诊所的20名全职约会协调员的这些客户服务行为。该研究采用了ABA逆转设计，并进行每周维护和5个月的随访观察。多成分干预措施的引入在问候（增加38％）和友好的语气（增加22％）行为方面产生了明显的改善；维护后5个月，性能保持在基线水平以上。平均而言，放弃率（未通过实时语音应答的呼叫百分比）保持相当稳定。研究结果支持在医疗诊所中使用多组件干预来增加电话客户服务行为。

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