Customer service is in my opinion one of the most important aspect of what we do in healthcare, after safety of course. Its under utilized and underappreciated and has such an impact on the patient's experience that it really should be more of a focus at every clinic. It takes skills such as empathy, humility, compassion and forgiveness as well as understanding that at times it is necessary to sacrifice a small part of our convenience to facilitate the needs of the patient. These are things that are not easily learned and are not necessarily taught in school. At times it can require us to react completely opposite than what our minds are telling us. But believe me, the ability to express these emotions and to follow them up with your equal actions will completely change the patients experience and opinion about your entire clinic and, believe it or not, will actually help you save time in the long run