There are many metrics that come together to provide an overall picture of the success of an organisation. Standards of customer service might not be the most high-profile – compared to other key performance measures like sales conversion rates and revenue generation – but it could be one of the most important.
Here are some of the reasons why:
Happy customers come back
An obvious and well-known fact, but nonetheless something that is extremely important for all businesses to remember: keeping your customers happy maximises the likelihood of them returning.
Providing friendly, personalised customer service that makes patients feel comfortable and looked after is vital to achieving an overall level of satisfaction.
Keeping patients is more cost-effective than acquiring new ones
Adopting a purely financial viewpoint, it simply makes more sense for any company – dental practices included – to make the investment required to keep existing customers onboard, rather than paying to bring in new business.
Earning patient loyalty through strong customer service could help to secure the long-term future of your practice.
It supports word-of-mouth marketing
There is a good chance that patients who have had a particularly positive experience at your practice – thanks to good customer service – are likely to tell people about it and give you a recommendation.
This sort of free but powerful marketing is something that can only be earned by adhering to high service standards.
It’s rewarding for staff, too
It’s not only patients who benefit from good customer service. If your staff know that they are doing a good job and seeing the results of keeping people happy, morale (and consequently workplace productivity) will improve.
If your practice is looking for ways to drive up standards and keep patients happy, customer service training is a worthwhile investment. Get in touch with Designer Dental Training to find out more about the courses and events we offer.