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Improving Customer Service on the Phone: A Multidimensional Effort with a Big Payback

Improving Customer Service on the Phone: A Multidimensional Effort with a Big Payback


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by Sally Brown, M.H.A., F.A.C.M.P.E.
Telephone communications are the first line of contact for new patients and established patients who require ongoing care. They also represent one of many Achilles? heels for practices. Poor handling of phones can be inefficient and costly.