Actively Llistening

1. Actively Listening
Front-End Customer Service
Revenue Cycle Department

2. Things to Ask (Pick & Choose)
• What did you like? • What should we start
• What didn’t you like? doing? Stop doing?
• What would you like? • What should we do more
• What do we do that you of? Less of?
really wish we didn’t? • What could we provide that
• What would you like us to was missing?
change? • Did anyone or anything let
• What did you appreciate you down?
the most? The least? • What could we do to win
• What are our competitors more of your business?
doing that you think we • What could we provide that
should do, too? would justify raising our
prices by 10%?