Customer Service

Customer Service

        Customer service is the provision of service and attention to the client’s needs before and after the purchase. Customer needs or demands have evolved over time making it necessary for organizations to take advantage of major innovations, mainly technology, to meet evolving customer requirements while maintaining their market share. Service providers find themselves in a new territory where they must adapt or perish with the risk of competition growing daily. Customers have more power and the consumer demand becomes the primary objective of every organization. Key methods to meet the evolving needs of the consumer include keeping up with market trends, use of technology, and continuous quality improvement. To beat the accelerating consumer demands, organizations have to keep up with innovation driven trends (Mason, et al. 2015 pg. 287). Customers want customized services that meet their individual needs and cannot compromise on quality. Therefore, organizations cannot afford to compromise on quality and must always harness innovative technologies to offer customers the best service. At the same time, utilizing technologies such as social media allows for companies to keep in touch with their clients and gain firsthand information on the needs and the demands of customers and additional market trends (Benson, et al. 2007 pg. 120). Therefore, to meet evolving customer needs organizations must keep up with market trends, quality checks, and also harness innovations mainly in technology.

            Medical billing & coding are terms used to refer mostly to automation of diagnoses and other hospital procedures and processes to provide consumers with the best quality of care. Evolving customer demands and changes in the delivery of healthcare have led to migration from the ICD-9 to ICD-10, which means more work has to be done by coders as the demands in health care changes. Medical billing and coding allow for the relationship between health institutions, health professionals, government, and insurance companies to remain smooth.  First, it is critical for professionals in medical billing and coding professionals to keep up with changes in healthcare including the translation from ICD-9 to ICD-10, Electronic Health Records, and e-medicine. Every day the provision of health services becomes more automated and technology continues to play a critical role. Therefore, medical billing and coding professionals must remain at the forefront of new technologies. Second, to meet evolving customer needs medical and billing professionals must increase areas of competency including technical skills application as technology will take a central stage in healthcare.

            Service providers in all organizations have to deal with difficult and hard to satisfy customers. It is imperative to find methods to satisfy all customers and maintain the brand image. The best strategy to meet the demands of challenging customers lies in strong customer communications. Evolving customer needs presents scenarios where service providers have to meet demands for customized and personalized services. Miscommunication can cause major conflict between the service providers and the customers. Organizations can also overcome customer conflicts by ensuring high quality of services. At the same time, maintain reliable communication channels that allow customers to make complaints or demand improvement of service. Jones (2007) notes that companies with strong and personalized customer communication culture can turn their demanding customers to be their brand ambassadors. Therefore, the best way to handle difficult and extremely demanding customers is to maintain strong communication and quality of service.  

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