Towner, Walter Thomas
Foster Small Animal Hospital
The goal of our project was to enhance customer service by focusing on the phone answering service and the process flow at the Foster Hospital for Small Animals at the Tufts Cummings School of Veterinary Medicine. Our phone design created separate phone trees for each hospital division. Our process observations demonstrated opportunities for improving check out and exam room use. Enhancing the customer experience from the time patients call to the moment they exit the facility will boost customer satisfaction.
Worcester Polytechnic Institute
Major Qualifying Project
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