Customer Service
Customer service should be one of your top priorities. How would you rate your clinic when it comes to customer service? Are your patients being treated the same way you would want to be treated? We are not born with customer service skills. Your employees need to be trained on the proper and professional way to treat the patients coming to your clinic.
The Front Desk is the “Heartbeat” of the practice. The Front Desk employee could be the most important employee you have. This is the first person the patient hears when they call your office and the first person they see when they come to your office. First impressions are lasting impressions.
What type of training program do you have for the new employee in your office? Do you train the new employee how to speak to patients? What are the most common questions asked by your patients? Be sure your training program includes the answers to these questions.
Employees should always show good manners. Never let a patient see that you are having a bad day. In the medical clinic, there is no room for rudeness or bad moods. Never let a patient see that you are getting irritated with them. You are dealing with people all day long and most of the time they are not at their best. They might be sick, nervous, or anxious. They don’t feel in control of the situation and for most of us that is scary. The Front Desk employee should be able to put your patients at ease with the tone of her voice and her actions.
Watch how you sound over to phone. If you are irritated or distracted this really shows. Remember the patient can’t see you all they can do is hear you. How do you sound, DEAD or ALIVE? Do you sound pleasant? Do you sound willing to help the patient? Does your smile come shining through the telephone line?
Remember that patients are the reason you are in business. They are not an interruption to your day but the reason for your day.
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