How to create a caring atmosphere and achieve a five-star rating.
One of the most important aspects of five-star customer service is being able to handle any issues with patients immediately no matter what. For example, it’s not unusual for patients to ask the wrong person in a dental practice for information. When a dental assistant gets a question that doesn’t concern them, it may feel natural for them to point the patient to the front desk. This isn’t a terrible response but it’s not five-star customer service. Instead the answer should be: "I don’t know, but I will find out for you.”
These words are a powerful part of excellent customer service. They say much more than you will get the information. This sentence tells patients …
Related reading: The secret to great customer service
Summary
Dentistry can be complex for patients. They don’t really understand clinical terms, insurance or treatment financing, so it’s inevitable they’ll have questions. Practices who want to provide a five-star customer service level must always be ready to respond.
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