Customer service can help your practice in many different ways, and all it takes is improvement in this critical area to enjoy the benefits.
Always focus on the patient. First, answer all questions while making eye contact. Don't look down, look at a chart, read from the computer, etc. Look at the patient and answer the question. Second, follow up by asking the patient if your answer was clear enough, if they would like more information, or if they have another question. Third, if you don't know the answer to a question, find out.
Don't forget to use positive language wherever and whenever possible. Use positive words like "great," "wonderful," "terrific," "fantastic," "incredible," and "amazing." If any patient gives you a negative comment, return with a positive one. Do not focus on what patients did not, cannot, or would not do. Focus on what they can do and how you can help them.
Dr. Roger P. Levin is CEO of Levin Group, a leading practice management and marketing consulting firm. To contact him or to join the 40,000 dental professionals who receive his Practice Production Tip of the Day, visit LevinGroup.com or email[email protected].
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