Good customer service is extremely important for dental practices. It helps to ensure that patients feel as comfortable and well-served as possible during what, for some, can be a nervy or stressful time.
So what should you do to ensure your business and employees are delivering the best possible service to patients? Here are three fairly simple approaches that can deliver valuable results on the customer service front:
Train your receptionists well
Receptionists are a vital part of the team at any dental surgery, since they serve as the public face of the practice and are the first port of call for questions and contact from members of the public.
It’s therefore important for receptionists to receive training in areas such as handling enquiries and the most positive ways to communicate with patients.
Dedicated training can also make your front-of-house staff feel better equipped to convert enquiries into bookings or to deal with potentially difficult situations such as customer complaints.
Personalise your communication
Patients want to feel that they are being treated in a way that is relevant and personal to them, not that they are getting a ‘one-size-fits-all’ service.
One simple way of achieving this is by personalising your communication with customers, to reflect factors such as their previous treatments and the amount of time they have been coming to you.
It can also prove beneficial to ensure that all members of staff use patients’ names when speaking with them, and make a special effort to ensure people feel welcome when they walk through the door.
Go the extra mile
Patients expect to be provided with the core services for which they have visited your practice, but it can create a real impression when your staff make the effort to give something extra.
Something as simple as asking someone how their treatment went or making a quick phone call to check that a long-term patient is still happy with your service can go a long way.
Take a look at the training options available from Designer Dental for more inspiration on how to take your customer service standards to the next level.