Always remember that customers are not right all time but they are always the customers even when they're wrong. It is all about how they are treated by everyone in the office
How many times have you heard the answer, "this is our office policy"? This can only be described as rigidity. By making your staff adhere to rigid rules, you prohibit them from providing customer service that will benefit your practice and image.
Give Good Explanation
Explanation of the policy and the rule must be done with lot of care. Your policy should not be set in stone for the customers. If a customer asks why something cannot be done, your staff should not state that "this is office policy" and leave it at that; they should offer an explanation as to why something cannot be done. To make your customer to call you back again you need to give a good impression.
Trained Staff is Essential
To give a full satisfaction to your important customer staff should be trained to understand customer service. The key to determining what customers want is to listen to them. Listening is different from hearing. Listening skills are about 75 percent to 80 percent of communication by understanding the desire of customer. Training staff on customer communication is essential, In order to compete in the marketplace with many other practices, the staff must be focused.
Four Zones of Services
Four zones of service the rigid zone, the safe zone, the progressive zone, and the indulgent zone
The rigid zone – It is doing everything "by the book" and adhering strictly to company policy.
The safe zone - Everyone is courteous, but everyone gets the same service.
The progressive zone - Offers exemplary, creative service; boutique style. Policies are flexible and used only as guidelines.
The indulgent zone - Continues with the same philosophy as the progressive zone, but without consequence to the costs of providing these services.
Take Hard Questions Boldly
Survey your accessible customer and ask how they feel about the office, services, waiting time, convenience of appointments, fees, resolution of problems and more. The feedback will be invaluable and should be done anonymously and randomly. Surveys can be handed out in the office with a self-addressed stamped envelope for ease of return.
The main objective is to improve the customer service and to improved production. A happier staff will generally create an atmosphere of relaxation in the office, which will definitely be perceived by patients. Give your staff reasons to take pride in their work and you can avoid high staff turnover, which indicates that the practice is operationally driven instead of people driven.
Team Spirit and the Attitude
A quality of the team will bring us the potential customers. The team should work in same spirit and in the unity with all clear understanding of each and every policy of the organization. Devote a whole staff meeting to this discussion and role-play everyday scenarios. An office retreat away from the office with a guest speaker to address these issues is also a helpful way to start the process. Not everyone grasps change easily, so starting a customer service need lot of patient and team spirit.
An office with a happy staff is the best mechanism for developing a customer service program. The most effective means of internal marketing occurs from our staff. If we treat our staff well, they in turn will treat patients well. Employees who are not treated well generally will not treat the other employees or patients well.
Your customers must feel welcome too. If too much effort is placed on cultivating new business, the established customer will feel they are no longer important.
Author: Call Centers India, Inc.
Call Centers India is known as CCI and has set up good building relationship in BPO industry and helping others to be and growth in industry, Call Centers India in consultancy since 5years and in 2005 launched own delivery center (www.vcarecallcenter.com) and have been delivered and delivering many offshore projects successfully.