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The hospital can ask patrons to participate in an online survey regarding the speed of the new service. If the hospital determines that a portion of the dispersal method is dilatory, then the hospital can make the correction in the dispersal process. Once the hospital had realized that a correction was warranted, then it could immediately make a post on the Facebook page to update the community that a change was being made. Similarly, when the change has been completed, the Facebook page can announce the change.
Henning (2010) cites the benefits of the close-loop process. These benefits include:
- Improving integrity with customers
- Engaging employees and customers
- Prioritizing based on customer needs
- Generating an ROI from the research
Customer Service Business Processes
Maoz, a Gartner executive, enumerates seven business processes. Musico (2012) states that Maoz identified the following customer service processes:
collaboration and community management;
intelligent dialogue built into call center systems;
better analytical processes across customer service channels and functions;
optimized agent workforce processes;
customer self-service processes; enterprise feedback management; and consistent, multichannel customer service through unified communications.
Of these processes the hospital will emphasize collaboration and community management and customer self-service processes for the Facebook page.
The Facebook page will be designed...
It will support private discussions by patrons on various topics prevalent to hospital operations and policy. Additionally, it will provide access to a number of question and answer links so that customers can self serve themselves in regards to finding information. The page will also link patrons to useful health tips to promote community and customer access to health related information. Finally, Legett (2010) states, that using a Facebook page to chat with a customer service agent will become standard. Accordingly, the Facebook page can integrate customer service chat to readily provide customers information, while they may encounter other important updates and information on the site.
Bibliography
Henning, J.. (2010). The closed-loop process. Available: http://blog.vovici.com/blog/bid/28933/Closed-Loop-Feedback-Process. Last accessed 5th May 2012.
Leggit, K.. (2010). Customer service via Facebook: engage your customers where they spend their time. Available: http://blogs.forrester.com/kate_leggett/10-10-25-customer_service_via_facebook_engage_your_customers_where_they_spend_their_time. Last accessed 5th May 2012.
Musico C. (2008). 7 essential customer service processes. Available: http://www.destinationcrm.com/Articles/CRM-News/Daily-News/7-Essential-Customer-Service-Processes-47153.aspx. Last accessed 6th May 2012.
The Survey of Organizational Excellence. (2012). Customer satisfaction. Available: http://www.utexas.edu/research/cswr/survey/cssymposium/cspaper.pdf. Last accessed 6th May 2012.
Bibliography
Henning, J.. (2010). The closed-loop process. Available: http://blog.vovici.com/blog/bid/28933/Closed-Loop-Feedback-Process. Last accessed 5th May 2012.
Leggit, K.. (2010). Customer service via Facebook: engage your customers where they spend their time. Available: http://blogs.forrester.com/kate_leggett/10-10-25-customer_service_via_facebook_engage_your_customers_where_they_spend_their_time. Last accessed 5th May 2012.
Musico C. (2008). 7 essential customer service processes. Available: http://www.destinationcrm.com/Articles/CRM-News/Daily-News/7-Essential-Customer-Service-Processes-47153.aspx. Last accessed 6th May 2012.
The Survey of Organizational Excellence. (2012). Customer satisfaction. Available: http://www.utexas.edu/research/cswr/survey/cssymposium/cspaper.pdf. Last accessed 6th May 2012.
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