Cleveland Clinic
What is your organization’s philosophy of customer service?
Patients first. This is one of the fundamental principles guiding Cleveland Clinic. Patients are our reason for being and the focus of all Cleveland Clinic’s plans and activities. We exist to provide the best possible outcomes for every patient. The culture of the clinic is focused entirely on clinical success, boundless compassion and care for the special needs of the sick and their families.
A culture centered on ‘Patients First’ acknowledges that the technical aspects of what we do are not enough. It takes the integration of clinical treatment, empathy and the best physical, emotional and spiritual experiences to positively impact a patient’s perception of care and the outcomes of their treatment.
How does your organization make ustomer service a competitive advantage and price less relevant?
Cleveland Clinic’s management is based upon the responsible use of resources for the improvement of patient care. This means that medical waste is minimized and operational efficiency is rewarded. Clinic physicians work together in multidisciplinary teams to assure that every patient gets a correct diagnosis and the most effective treatment. The key is to provide seamless, coordinated care.
The embodiment of ‘Patients First’ is an essential component of Cleveland Clinic’s customer service and competitive edge. The clinic competes on the basis of how well it diagnoses and treats patients, prevents disease, reduces mortality, and provides state-of-the-art practices — all areas that can vary significantly among hospitals and physicians and where competition can drive efficiency and innovation. How to reach: Cleveland Clinic, www.clevelandclinic.org
U.S. Bank
How do you go above and beyond?
At U.S. Bank, we promise to deliver exceptional service with every transaction, every customer, every time. Internally or externally, with every interaction, we promise to:
- Make it personal — We warmly welcome our customers and refer to them by their names. We give each person our undivided attention and focus on his or her needs and how to help. We strive to connect with people on a personal, professional level.
- Make customer courtesy common — We are polite and pleasant, offering a thank you and a smile (even on the phone). We realize that courtesy is a basic, yet powerful tool in building solid relationships with customers.
- Take ownership — We handle customer and employee questions or issues quickly and effectively and personally put them in touch with someone who can help them. We follow through with their questions or problems and continue to be their point of contact until their problem is resolved.
- Add value to every interaction — We listen carefully and make appropriate recommendations to meet our customers’ needs. We take the extra step to ensure that each customer has the right solutions and products to meet his or her needs.
How to reach: U.S. Bank www.usbank.com
Blue Technologies
How does your organization make customer service a competitive advantage and price less relevant?
The ‘Commitment to Excellence,’ our five-point pledge of accountability and reliability, is backed by the mechanisms and resources established to provide Blue Technologies’ world-class service throughout Northeast and Central Ohio. The fact that your organization can run your business while Blue Technologies handles your office technologies provides a peace of mind that is absolutely priceless when presented to the client.
How have you created a culture of customer service in your organization?
From day one, each employee is indoctrinated with the core concept of the ‘Commitment to Excellence’ and his or her individual role. This is for every employee — delivery person, service technician, dispatcher, receptionist, order processor or salesperson. How to reach: Blue Technologies, www.bluetechnologiesinc.com
