Category Archives: Customer Voice

Celebrate Nurses Week in Plain-Speak

NurseDay

When you are visiting a loved one in the hospital, it is not hard to get distracted by the drama surrounding you. If you are like me, you compare it to the latest hospital show you are watching, and find yourself uttering things like, “He needs some water, stat!” with strange assurance.

When my dad was sick, I took on a very Sherlockian view of things. Deductive powers gone amuck, i.e., “Surely that beeping sound means something!” Although my dad’s nurse never said it, I imagine “nervous Nelly” was one term that could have described me.

Amidst the chaos of changing shifts, moving patients, and impatient families, one thing was missed. What’s that you say? An ingenious Nurse code according to scrubsmag.com.

It is often a waiting game, right? Waiting for results, waiting for the doctor, waiting for the “all clear” sign or even, “here’s what’s coming next” plan. However, during it all I can’t honestly remember hearing code like “Line & Lab” or “walkie talkie” when the nurses tending him were heroically moving heaven and earth, my dad, and my own heightened sensibilities about the place.

Maybe dad was a “frequent flyer.” Still, I was glad when the nurses seemed to be happy to see him again, although maybe not happy to see him back. I kind of wish now I would have known about nurse slang. And I wonder…there are codes for dramatic patients apparently, but what about dramatic family members? I might have earned that code once or twice, the name of some horribly gone-wrong reality star I am sure.

What nurses may not realize is that the family often has a similar unsaid code. It’s not too fancy, usually along the lines of “ministering angel” or “life saver.” Frequently it’s “wonder worker” or a “sensible Sally.” Sometimes, in the midst of a Jerry Seinfeld-ish “Newman” moment, the still small inkling lingers. Even though this nurse is giving me some tough love right now, the honest thought behind my blank/angry/tired or sad eyes is TGYH. Translation: Thank God you’re here.

Here’s to an amazing National Nurse Day today and a wonderful National Nurses Week ahead! And to all the hard working men and women who make up this field, let me speak for the patient and the family alike here…just call us “grateful.”

Michelle Judd, Sr. Marketing Manager, Global Communications @ Ergotron

MJudd

 

 

[Video] Ergotron WorkFit-P: Move with Ease, While You Work


Any job can have its ups and downs. Take Javier, an independent producer based in the US in the Los Angeles area. He’s always on his computer, making calls, connecting with people. One of the bad parts? All the paperwork. But with Ergotron’s WorkFit-P, Javier enjoys being able to move around, a lot, making whatever task at hand a more comfortable and active one. See Javier’s story.

Produce on.

Voice of the Customer: Can you hear me now?

By Melody J. McKay, Senior Vice President Global Services @ Ergotron

My family and I watched the first episode of “The Voice” when it launched recently on NBC.  What is it you ask?  Here is how it’s described on NBC’s website:

“Armed only with their voices, a field of talented singers auditions for the chance to team up with celebrity coaches Christina Aguilera, Cee Lo Green, Adam Levine, or Blake Shelton to become America’s next great singing star.”

These celebrity coaches sit in these big chairs with their backs to the performers.  They choose to offer up their coaching services based only on “the voice” of the singer.  If they like what they hear, they push a red button and their chairs turn around so that they can see the singer perform.  The singer than gets to choose out of those coaches that turned their chairs who they want to work with to become the next great singing star.

I was intrigued with this concept and genuinely impressed with the originality of yet another reality show.  To be judged on your talent by only your voice, hmm, what is actually in a voice?  A voice has volume, inflection, tone, rhythm… The great thing about singing is that the voice gets to take words and use volume, inflection, tone, and rhythm to make those words come to life; to tell a meaningful story.

In our lives of answering 800 numbers, using online chat systems, and replying to emails we get some to little of an entire message. According to A. Barbour, author of Louder Than Words, Non-Verbal Communication, the total impact of a message breaks down like this:

  • 7% verbal (words)
  • 38% vocal (volume, pitch rhythm)
  • 55% body (mostly facial expressions)

In my business, Global Services at Ergotron, the customer’s voice means everything.  I checked Wikipedia for the definition of “Voice of the Customer.”  Interestingly enough the definition states: 

“The Voice of the Customer is a market research technique that produces a detailed set of customer wants and needs, organized into a hierarchical structure, and then prioritized in terms of relative importance and satisfaction with current alternatives.”

What the heck does that have to do with the voice of the customer at the other end of our 800 line call? 

What do our voices say to the customer service reps who are trying to help us when we call with an issue?  They can’t see me standing with my head against the wall when my wireless and/or cable isn’t working.  Can they hear my frustration and/or anger or are they guessing I’m upset because others have been better at using their voice? 

I’m interested in hearing what do you—as our customers—hear when you call us with an issue.  Does it seem like we really hear your voice, hear you?