Centerfirst CX Framework: Be Heard

Centerfirst’s CX Framework creates a foundation for contact centers to better understand where to focus their efforts to maximize the experience for their customers. The CX framework has five components: Be Heard, Needs Addressed, Feel Confident, Be Informed, and Feel Included. In this blog we will be discussing the Be Heard component and its significance. 

As we continue to enhance and launch our Customer Experience Framework, a concept that is instrumental to an exceptional customer experience is one in which the patient is truly heard. Although we may not have the ability or all the resources to solve every customer problem we encounter, we can strive to create an environment of support and acceptance. In every interaction, we yearn to be acknowledged and involved in the decision-making process, be met with empathy and respect, and receive efficient access to reliable information.  

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The components of Be Heard are:

  • Welcoming Environment: Creating an environment with a sense of belonging that engages customers in an authentic way will provide customers with a safe space to express themselves.
  • Interested & Engaged: Intentionally focus on the customer by being a good listener and having a genuine interest in supporting them. Active listening and engagement fosters understanding, a feeling of being taken care of, and ensures customers will feel valued.
  • Emotional Needs: Emotions are reactions in response to events or situations and have a strong influence on daily lives. Vocalizing emotions is an innate part of our human experience. Identifying and understanding customer emotions demonstrates they are heard and increases their sense of worth.
  • Acknowledge & Validate: Acknowledging what customers say indicates their words were heard, while validating demonstrates an understanding and acceptance of their emotions which is essential to great communication.

Meeting a patient with compassion helps ease fears and encourages the sharing of relevant information to identify a solution. Through active listening and truly connecting with the patient, we gather vital feedback on patient experiences that are necessary to improve communication and quality of care. Explaining, listening, and empathizing foster a genuine connection and help to create an attachment to the organization.

When acknowledging or extending an apology for a challenging experience, make sure that the voice matches the language. Insincerity results in distrust and creates a barrier to a collaborative relationship. Phrases like “That must be hard” or “I’m sorry for your experience” demonstrate care and investment, and those like “I understand” and “I know what you mean,” validate the experience for the patient or customer. Clarifying questions, “Can you tell me more about that?” or “What did you mean by…?” demonstrate an interest in understanding the concern and a willingness to assist.


Remember to reflect on your customer interactions, asking yourself if your word choice and delivery create a welcoming environment of genuine interest and engagement. Were the emotional needs of the customer acknowledged and validated? Be mindful of concentration and recall, prioritization of key facts and concerns, and avoidance of judgment. Despite the lack of face-to-face interaction, human connection is a necessary component of ensuring that customers and patients feel heard, understood, and valued.

Focusing on the Be Heard component is important for your contact center to encourage a positive patient experience. Your communication should engage customers, be focused on the patient’s needs, be empathetic, and be validating of the customer’s concerns and feelings. When you create a safe space for your customers to talk, you will solve issues more quickly and easily leading to an overall happier customer base.

Read our full Centerfirst CX Framework white paper here.

If you are interested in learning more about this component of Centerfirst’s CX Framework, message us here.

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