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Good Customer Service – Would you like fries with that?
We all like to be treated with good customer service -- respect and kindness -- when receiving services or purchasing products, but how many of us are conscious of our own attitude and body language when the roles are reversed and we are the service provider? Good customer service is crucial to the success of most businesses, regardless of the profession. It can increase profits, establish a respected reputation, build patient relationships and establish loyalty.
It doesn’t matter what position you hold in a dental office because any employee can benefit from practicing good customer service. When you show your employer that you value the quality of services or products it provides, you become a valuable asset – making you eligible for promotion and/or a raise.
Thank goodness that acquiring good customer service skills is a really simple task. All it takes is a little dedication and a genuine desire to treat your patients the best that they deserve.
To get started, think about how you greet your patients. Do you avoid saying hello or even acknowledging them? It is very important to make eye contact and greet a customer to show that you are available to provide them service if its needed.
Properly greeting patients also shows that you are confident; however, you need to be confident for a reason. You should have a good understanding of the product and/or services you provide so that if a patient has a question or needs assistance, you are able to deliver a satisfactory response.
It is also vital to be aware of your body language. What does your body language say about you? Slouched shoulders and a frown convey a lack of confidence and unhappiness or you could just be having a bad day. However, try to leave negativity at home and away from the workplace.
Smile often, if appropriate, or model the emotion that is suitable to the situation. For example, if a patient is venting about an issue, do not smile constantly. Instead, nod and maintain eye contact to show that you empathize with their concern. Also use a tone of voice that conveys friendliness and sensitivity – the right tone shows patients that you care about their needs.
Lastly, think about how you end a patient interaction. Did you resolve any issues or questions a patient presented? Never end an interaction without making sure that the patient is satisfied with the service you provided. Avoid this scenario by asking, “Is there anything else I can do for you today?” or “Did I answer your question?”
The importance of good customer service cannot be emphasized enough. You can build and maintain patient loyalty and grow your business incredibly with the power of a smile and listening ear.
Written by Cathy Warschaw, Director of the Warschaw Learning Institute.
Offering cds, eBooks and online training for the dental and medical field.
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Copyright 2006 by Warschaw
Learning Institute