The first factor of creating a WOW experience at Cosmopolitan Medical Communications is to properly engage every contact through careful listening and qualification of their specific and unique needs. Excelling in engagement is critical when it comes to supporting our large medically-based clientele, whether helping set an appointment or managing an urgent care situation. Engagement is the demonstration of a promise, a commitment to taking care of the contact. Giving proper time for the contact to express their question or concern and responding with accurate, clear information are all qualifiers to providing outstanding engagement. The measure of success is when the contact is in agreement to the outcome. It is very important to measure success of each engagement. It provides the opportunity for continuous improvement in delivery and customer satisfaction, ultimately creating the WOW experience.
This article first appeared in our March 2013 newsletter.