RT Book, Section
A1 Merlino, James
SR Print(0)
ID 1150323014
T1 Healthcare Requires Service Excellence
T2 Service Fanatics: How to Build Superior Patient Experience the Cleveland Clinic Way
YR 2018
FD 2018
PB McGraw-Hill Education
PP New York, NY
SN 9780071833257
LK accessmedicine.mhmedical.com/content.aspx?aid=1150323014
RD 2023/06/05
AB How  often  have  you  stood  at  a  service  counter  in  a  retail  business  or  patronized  a  restaurant  where  it  seems  everyone  ignores  you?  Recently  I  was  at  the  checkout  of  a  large  electronic  consumer  products  store.  Nearly  every  employee  I  passed  while  browsing  stopped  to  ask  whether  I  needed  anything.  When  I  got  to  the  cashier,  the  young  woman  behind  the  counter  was  typing  on  her  smart  phone,  while  I  stood  right  in  front  of  her  with  my  purchase.  She  finished  typing,  put  the  phone  down,  and  rang  me  up,  without  acknowledging  me  or  even  looking  at  me.  As  she  was  executing  my  transaction,  another  employee  arrived  at  work  and  walked  behind  me,  and  she  yelled  out  to  him,  “Hey,  Ron!  Where  you  been?  What’s  up?”  She  finally  looked  at  me  and  asked  whether  I  would  like  to  pay  with  cash  or  credit.