What does a day as Head of Customer Services entail?
As Head of Customer Services, my day involves a variety of responsibilities focused on ensuring that our team and clinics are equipped to provide the highest level of service to our patients. A key part of my day is engaging with the customer services team, reviewing individual cases, and offering support in investigating patient concerns. This ensures that each case is handled with the attention and care it deserves.
I also work closely with clinic managers and their teams, ensuring they have the necessary resources and support to effectively address patient needs. It’s essential that our teams are well-prepared to deliver exceptional care at every touchpoint.
In addition, I continuously review the progress of ongoing investigations and audit them to ensure that all aspects of patient concerns are thoroughly considered and addressed. One of the most important aspects of the role is ensuring that reflections and learnings are taken from patient concerns and investigation findings. The role of the customer service team doesn’t end when a patient has been responded to; it is imperative that we ensure any actionable learnings are put in place to avoid a repeat of the concern.
Data analytics plays a crucial role in modern customer service. By leveraging data analytics, we are able to identify trends in patient concerns and gain a deeper understanding of their underlying causes. I dedicate a significant amount of time to reviewing complaint data, online patient reviews, and other channels through which patients provide feedback on their experiences. This enables us to gather valuable insights into overall patient satisfaction. We regularly share these insights with leadership to inform decision-making and proactively address potential concerns moving forward.
This process allows us to maintain high standards of service, make continuous improvements, and ensure our patients feel heard and valued throughout their journey.
What would you say is different about working in eye care as opposed to other customer service roles?
Working in eye care, and healthcare in general, is distinct because it involves a highly personal and emotional element for patients. The impact of surgical outcomes or the vision achieved through spectacles or contact lenses can significantly influence a patient’s overall satisfaction. Patients often compare their vision to that of friends or family members, which can sometimes lead to expectations that differ from the measurable results captured during their clinical examination. Understanding these personal factors and addressing them with empathy is crucial to ensuring a positive patient experience in this field.
How do you ensure that customer service teams deliver consistently excellent experiences while aligning with the company’s goals?
Ensuring that customer service teams consistently deliver excellent experiences while aligning with the company’s goals requires a balanced approach. First and foremost, it starts with understanding – understanding the patients’ needs, wants, and perspectives is essential. Equally important is understanding the business’s perspective, including the terms and conditions, clinical processes, and appropriate patient care pathways.
Customer service agents must avoid allowing personal opinions to influence their responses, as this can easily lead to conflict. Instead, by comprehensively understanding all aspects of the situation, we can approach each case with a balanced view. Our aim is always to find a fair and proportionate resolution that satisfies both the patient and the company’s objectives. This approach ensures that customer service interactions remain aligned with the company’s goals while providing the best possible experience for our patients.
Customer service can be challenging. What’s your secret to staying cool under pressure?
I completely understand that customer service agents can sometimes feel overwhelming, but staying cool under pressure really makes all the difference. One thing I’ve found helpful is to focus on active listening. By really hearing the customer out and making sure you understand their concerns, you’re in a much better position to respond calmly and thoughtfully, without reacting too quickly.
It’s also important to remember that a lot of the frustration from customers isn’t personal – it’s just a result of their situation. Being empathetic can help you stay grounded. Try to put yourself in their shoes and approach the conversation with understanding. This usually helps to ease any tension, both for the customer and for yourself.
Also, always keep the focus on finding a solution. If you shift your mindset from the problem to the solution, it keeps things productive and keeps you in control of the situation. And if you ever feel the issue is beyond your reach, don’t hesitate to escalate – that’s what we’re here for, to make sure things get resolved properly.
Lastly, I make it a priority to take care of myself because I think it’s essential for building resilience and managing stress effectively. For me, playing golf is a great way to unwind—there’s something about being out on the course that helps clear my mind. I also go to the gym regularly, especially for weightlifting, as I find it’s not only a good physical workout but also a great way to relieve stress. And, believe it or not, cutting my lawn is another way I de-stress. It’s something simple, but the routine of it helps me reset and gives me a sense of accomplishment. These activities help me stay balanced and recharged, so I’m better able to handle pressure at work.
So, just take a deep breath, stay patient, and remember that you’ve got the tools to handle these situations calmly and professionally.
How do you keep your team motivated and engaged, particularly in a high-pressure environment?
To keep my team motivated and engaged, particularly in a high-pressure environment, I believe in the power of daily reflection and recognition. I encourage the team to reflect on their progress each day, and I make sure to acknowledge both big wins and smaller milestones. Recognising success, no matter how small, helps maintain a positive atmosphere and reinforces the value of each person’s contributions.
I also make it a point to be available to my team, ensuring they feel comfortable approaching me with any concerns or ideas. I’ve found that being open, honest, and transparent with the team creates a strong sense of trust and clarity. This helps them understand the bigger picture and see how their work directly impacts our patients and the business.
When the team sees the difference they’re making, it keeps them motivated and engaged, even when things get tough. Knowing they’re contributing to something meaningful helps them stay focused and driven, regardless of the pressures they might be facing.
How do you keep the communication and teamwork flowing smoothly between customer service and other departments?
Maintaining smooth communication and teamwork between customer service and other departments can certainly be challenging, especially because feedback from customer service is sometimes perceived negatively. I recognise that receiving feedback can be confronting for some teams, but I believe it’s important to approach these situations with a solution-based mindset. When we communicate, we must ensure that the conversations are proactive and focused on finding solutions rather than placing blame. The goal should always be to identify how we can work together to resolve issues and improve processes.
The key is to frame feedback as an opportunity for improvement. Rather than seeing it as criticism, I encourage teams to view it as a chance to make things better for our patients and the business. I also believe that fostering positive engagement between customer service and other departments is vital. After all, we’re all working toward the same goal—providing the best experience for our patients.
By promoting open, transparent conversations and working together on solutions, we can ensure that communication flows smoothly and that everyone is aligned in their efforts to continuously improve the service we provide.
What’s one piece of advice you’d give someone looking to excel in customer service?
One piece of advice I’d give to someone looking to excel in customer service is to approach every interaction with empathy, patience, and without rushing. It’s easy to get caught up in the process or feel the pressure to find a quick solution, but taking the time to truly listen to the customer’s concerns and understand their perspective can make all the difference. By putting yourself in their shoes, you can offer a more personalised and thoughtful response that not only addresses their needs but also helps build trust and rapport.
In customer service, the way we make someone feel is just as important as resolving their issue. So, focus on creating positive experiences and always be open to learning from each interaction. This approach helps you build stronger relationships with customers while continuously improving your skills in the role.
What’s your favourite “feel-good” customer story?
I wouldn’t say there’s one particular feel-good story that stands out to me, but what truly brings me joy is reading the numerous positive patient reviews we receive on platforms like TrustPilot and Google. It’s incredibly rewarding to know that the level of service we provide has made such a lasting impression that our patients feel compelled to share their experiences. The fact that they want to tell not only us, but also anyone else considering our treatments and services, just how good we are, fills me with pride.
I also find it immensely fulfilling to see individual team members recognised for their hard work. It’s these moments—the ones where a team member has gone above and beyond to create a memorable experience for a patient—that really highlight the difference we’re making in people’s lives.
If you could explore any place for a day, where would you go and what would you want to see?
If I could visit anywhere for a day, it would definitely be Augusta National Golf Course. As a golfer, it’s such an iconic place, and I’ve always been fascinated by the history behind it. So many legendary players have played there, and it’s where some of the most memorable moments in golf have happened. I’d love to walk the course and see for myself the ‘field of battle’ where all these greats have competed—it’s got such a rich legacy.
I can just imagine soaking in the atmosphere, taking in the beauty of the place, and thinking about all the challenges those players faced. Augusta really is a dream destination for any golf fan.
If you could describe your job using only a movie title, what would it be?
Given the nature of my job, where things can sometimes feel like they’re reaching crisis point and require quick, decisive action, Armageddon is actually a pretty fitting choice! Just like the movie, there are times when we have to band together, work under pressure, and save the day, all while keeping cool under fire.
