Reference no: EM133034761

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A hospital is another good example where constant improvements and competitiveness are needed to maintain their competitive edge, especially in larger cities where the competition can be very steep. In highly competitive areas, hospitals have to continuously stay on the cutting edge of technology and employ well know physicians in order to create value. Also, these hospitals must have good customer service, because healthcare is not based on just treating the sick, but it is also a service industry where people expect a high level of customer service. Patient satisfaction surveys often show that the patients will rank a facility poorly if the customer service is subpar, even though the care given was superb. I often wonder if healthcare employees were given a little training to use key customer service phrases, similar to Chick Fil A's "May Pleasure", if that would help to improve the patient satisfaction scores and help give them a competitive advantage through their quality of customer service. Thoughts, are customer satisfaction surveys accurate or can they be skewed?