Maintaining a level of outstanding customer service throughout a patient’s visit plays a critical part in retaining loyal patients as well as affecting the bottom line of a medical practice, according to Pacific Medical Centers. Making customer service a priority in your office, from the management level down to each staff member is must.
Even if you think it’s already a given in your practice, there are almost always ways to improve. Consider these tips for taking customer service to the next level:
Post a sign welcoming patient feedback
Many patients aren’t sure how or if they should voice their concerns if they aren’t happy, but hearing their complaints and acting upon them can help setup a lifetime of loyalty, notes Physicians Practice. Make sure patients know that management is more than willing to listen and take action to resolve an concerns, if necessary. Posting a sign in the waiting area that reads something like: “Our goal is to provide the best service possible. If you aren’t satisfied with the service you’ve received, please let me know by contacting me at XXX-XXX-XXXX or emailing at XXX,” signed the office manager or administrator.
Cloud Contact Center
Cloud contact center solutions can be one of the best ways to take your customer service to the next level. In fact, a 2013 study by the Aberdeen Group revealed 45 percent of survey respondents cited improving customer service as the biggest factor in choosing a cloud-based deployment.