As many may remember the popular game show “Millionaire” originally hosted by Regis Philbin. Regis would read a series of timed progressively difficult questions to the contestant and four possible answers would be provided. The contestant had three single-use resource options or “life lines “that could be utilized as help if needed in answering a challenge question. Those “life line” options were 50/50, ask the audience or phone a friend. The object of the game was to correctly answer as many of the presented easier questions without any “life line” help so as they could be saved and used with the most difficult of challenge questions. The deeper the contestant successfully progressed in the game the more money they won. If the contestant answered all 14 questions correctly – They became a “Millionaire” game winner earning the $1,000,000.00 prize!The correlation of the Millionaire game and the HTM service professional’s day-to-day fielding of service calls and interaction with the clinical site customer have many similarities. No, you won’t win $1,000,000.00 when the service call is complete but the importance in being able to critical think through a presented service call or other task in a timely manner is crucial. Developing and honing of listening skills is one of the most important performance traits of an HTM service professional. It is this initial first step skill that many times is not only underutilized by the HTM service professional but not understood as to it importance.
All problem solving no matter what the task or issue begins with listening. It is at this phase the “question” or service issue that had been presented is understood and plan of potential resolution is developed. Urgency of time as it relates in resolving the service event so as to minimize clinical interruption is picked up in this “listening” phase. So many times HTM service professionals as highly technically skilled as they may be miss this oh-so important information nugget.
Using your “life lines” in the problem solving process and knowing when to reach out for assistance or help is a smart approach not a sign of desperation. As you cruise along the service event roadway avoid the detour of the “analysis – paralysis” off ramp as this is also key in the delivering of successful service event resolution. Remember your available “life lines” and when to use them – 50/50, ask the audience or phone a friend are powerful tools at your fingertips to aid in your successful performance as an HTM service professional.