How I Relate to Customers and the Advice I Can Offer
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How I Relate to Customers and the Advice I Can Offer

This article was written by our Customer Care Agent, Laura.

When I first started working at Healthwick, I had more experience with incontinence products than one may expect for a 20-year-old. 

This experience was not just personal, but also came from my ongoing nursing education and previous employment as a PSW.

I not only learned about incontinence through textbooks at school or through phone conversations with customers, but I also witnessed it first hand at hospitals, retirement & long-term care facilities, and during my clinical placements even before entering the customer service side of things. 

This extensive exposure to incontinence has greatly influenced my approach to customer service at Healthwick.

Through my nursing experience and time at Healthwick, I have witnessed how overwhelming the world of incontinence can be. There is an extensive range of products available, and many individuals have no idea where to start. 

Regardless of your age or whether you're shopping for yourself or on behalf of someone else, the task can feel incredibly daunting. That's why I urge you to place that burden on us. 

When I interact with each customer, I prioritize empathy and patience. 

Incontinence is a highly individualized condition that varies greatly from person to person. 

Just because a product works for one individual does not guarantee it will work the same way for someone else. Finding the right product often involves a process of trial and error, and that's where our expertise comes in. 

We are here to help recommend the next best product based on your unique needs.

As a member of the customer service team, I believe in taking an individualized approach. 

I not only gather essential information such as measurements, but I also utilize my nursing skills in therapeutic communication and active listening to truly understand your specific requirements. 

With this valuable information at hand, I can then recommend products that align with your needs and preferences.

One aspect I truly appreciate about Healthwick is the passion that comes from our customer service team. 

Every member is genuinely knowledgeable and passionate about these products and helping others. We are dedicated to supporting you through these challenging times and making your life more comfortable and convenient.

We are here to guide you through this journey and alleviate the stress of shopping for incontinence products.

Based on my extensive experience, here are the top three things I believe you should consider from a customer service representative's perspective:

1. Embrace the trial and error process

Incontinence products are not one-size-fits-all. 

It's essential to understand that finding the right product may involve trying out different options until you discover the one that works best for you. 

Don't hesitate to seek our guidance and recommendations along the way.

2. Communicate your needs openly

Effective communication is crucial. Take the time to share your specific needs, concerns, and preferences with us. 

The more information we have, the better equipped we are to assist you in finding the most suitable products.

3. Utilize our expertise

Our customer service team is passionate about helping you navigate the world of incontinence products. 

We have extensive knowledge and experience, so lean on us for guidance and support. 

We are here to make your shopping experience easier, more informed, and ultimately, more successful.

By considering these points, you can maximize the benefits of working with a customer service representative who genuinely cares about your needs and aims to provide you with the best possible service.

1 comment

Jun 26, 2023
Marie Moliner

Hi Laura

I think it would be very very very helpful if you could offer an advice column that provide general comments about managing incontinence. As a youngish caregiver for a 66 year old husband who has Parkinson’s and Dementia , I am always shocked at what no one told me. For example, 1) UTI’s happen quickly and can be overlooked by an untrained caregiver like me. They can be caused by inadequate hygiene which happens more frequently than one realizes. Our loved ones lose capacity to clean their genitals and then wear diapers which, even if they are the best diapers, can trap bacteria. 2) Fecal incontinence is a thing. A very daunting thing. Managing it with proper products including non prescription laxative products and wipes is critically important. No one talks about this until you are in Emergency and the doctor/nurses/neurologists who are not dementia specialists often triage everything but the obvious source of the infection. So, if you want people to buy your products — please woo us by sharing with us the information that you and your team members are acquiring as you interact with your customers. PLEASE! Thank you and have a good rest of your day .

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