Putting a Face to the Name: Let’s Meet at ASCRS-ASOA
Wednesday, May 3, 2017 9:00 AM
“Thank you for calling BSM Connection®, this is Kristen, how may I assist you?”
This is how many BSM clients are introduced to me. After six years of answering customer calls, I now know many of our loyal clients well … over the phone.
If you are a member of the BSM Connection® for Ophthalmology website and/or the Certified Patient Service Specialist® (CPSS) program, have emailed customer support, or have called the number listed on our website, chances are we’re already acquainted. I support every aspect of the BSM customer experience, including updating login credentials, providing website demos, mailing CPSS certificates, troubleshooting technical issues, assisting with website navigation, and registering employees to our distance learning program. When the BSM support line rings, I answer the call.
"How often do you get to meet the voice on the other end of your customer service call?" — Kristen Erickson
Some may think that BSM Consulting has a large call center with many operators, or, perhaps, that we have moved to an automated phone system for convenience. That isn’t the case. Our customer relations team consists of a small group of professionals who pride themselves on a two-ring pickup policy and providing top-notch live assistance to every caller. We strongly believe this support model helps us to develop enduring personal friendships with our valued clients.
But we take our customer-focused philosophy a notch further. How often do you get to meet the voice on the other end of your customer service call? Probably never. Well, for the past two years I have had the opportunity to attend the largest ophthalmology industry meetings — the annual ASCRS-ASOA Symposium and Congress and AAO meeting. Aside from traveling to fun cities, eating amazing food, seeing who’s who in the eye care industry, and spending time with the BSM team, my FAVORITE part of attending these meetings, by far, is connecting with you, our loyal clients. It is a privilege meeting you face-to-face, seeing your smile, and shaking your hand.
"I will be attending the ASCRS-ASOA meeting in Los Angeles in the coming days. Will you? If so, please stop by BSM booth #1201." — Kristen Erickson
Since most of the practices we support are located far outside of my Incline Village, Nev. home base, it is so nice to see clients in person at these industry meetings. It’s a chance for me to put a face to the name and voice I hear over the phone. Similar to meeting a pen pal for the first time, it’s exciting, and I always come away feeling that future (phone or email) interactions will be raised to a new level through this more established personal connection.
I will be attending the ASCRS-ASOA meeting in Los Angeles in the coming days. Will you? If so, please stop by BSM booth #1201. I would love to meet you in person and answer any questions you may have about our BSM products. While there, please let me know if there is anything else I can do to assist you. I always want to ensure you have the best BSM experience possible.
YOUR TURN: Do you plan to visit BSM booth #1201? Please do. We would love to see you there.