Exceptional Customer Service from Leeza & the East Valley Heart Team…read more
I want to give a very special KUDOS to Leeza (L-E-E-Z-A) with the Customer Communications Team at East Valley Heart in Mesa, AZ, as well as her supervisor, DawnLyné, for an experience that truly stood out to me.
I called the office today regarding several upcoming cardiac procedures, tests, and follow-up appointments. I had multiple dates and appointments to coordinate, about 5 different ones, and Leeza was absolutely phenomenal.
She was patient, down-to-earth, professional, compassionate, and even had a great sense of humor. Most importantly, she never made me feel rushed. After we went through all of my appointments, Leeza took the extra time to go back through each date with me to make sure I had everything correct. That small gesture meant a lot.
I had just experienced a very different level of customer service while trying to coordinate transportation for these same type medical appointments. I was rushed through the process and left the conversation feeling frustrated and stressed. So having someone like Leeza on the other end of the phone, someone who actually slowed down, listened, and made sure I understood everything, was a breath of fresh air.
It reminded me of something my late mother used to say whenever she called a doctor's office to make her appointments: "Thank you for coming into work today." At the time, I didn't fully appreciate what she meant. Today, I do.
So, Leeza, "Thank you for coming into work today." Thank you for returning my call request, for your patience, your empathy, your professionalism, and for treating me like a person rather than just another appointment on a schedule.
I also want to give a BIG KUDOS to DawnLyné, Leeza's supervisor and part of the leadership team. She was genuinely receptive when I shared my appreciation for Leeza and made me feel that this feedback was valued. That says a lot about leadership.
I'm still a young Man but I see multiple specialists and have a lot of medical appointments to coordinate, so these interactions can sometimes be stressful. For patients dealing with disabilities, complicated schedules, transportation challenges, or simply the anxiety that can come with medical care, the way someone communicates with you really matters.
Leeza demonstrated exactly what patient-centered customer service should look like: patience, empathy, communication, professionalism, and humanity.
I also appreciate the entire Customer Communications Team and look forward to speaking with the other representatives in the future.
And while this review is primarily about Leeza and DawnLyné, I also want to acknowledge Dr. Rodrigo Chan, who has been an outstanding cardiologist. He's knowledgeable, humble, funny, cultured, empathetic, and incredibly down-to-earth. You can tell he genuinely knows his field and cares about his patients.
East Valley Heart should be proud to have people like Leeza, DawnLyné, Dr. Chan, and the rest of this team representing the practice.
Sometimes a simple phone call can make a stressful day a whole lot better.
Thank you, Leeza, for coming into work today. You made a difference.