I love the reception staff here. I really love them. they are the face of the chemo unit. They have very little control over how quickly people get in for their treatments, but they are the ones that get yelled at. They are often swamped with patients and with mysteries of missing cards, missing appointments, or missing people. They work hard on behalf of patients and staff and get very little credit.
I didn’t always love them. In the beginning I thought they were unfriendly and unwelcoming. I resented the fact that many of them would never look up at me no matter how long I had been waiting there. I blamed them for all of my problems. Now I know they are just a little quirky.
There is the one who is always bubbly and full of smiles. She is the one that understands customer service. She knows how to say “I’ll be with you in just a moment”, so that you know she has seen you, rather than wondering if you are invisible. If you know you’ve been seen, you know you will be served. She always smiles and makes jokes about the “diamonds and sapphires bracelet” as she puts on the hospital arm band. She probably listened to the part of her training that suggested she think about customer service and I love her for this.
There’s the one that always looks like she is in a panic. She often has the “deer in the headlights” expression of someone who is wondering how they ended up in this position. This would explain why she doesn’t smile. She is just trying to keep her head above water.
There’s the one that looks like a total grump and looks like she would do anything to avoid hard work. But I’ve learned that she is actually very sweet and often has a twinkle in her eye. I’ve also learned that she will do anything that needs to be done to help me.
There’s the one that speaks English with a thick accent. She works so hard on behalf of patients that sometimes she forgets to notice people coming up to the desk.
There are others and I really do love them all. Now that I understand them better I do not harbor resentment if their customer service skills are not at their height. They are all caring and ultimately helpful and they make coming to the chemo unit a pleasant experience.