Good customer service training is vital for any key position that has contact with your patients and clients; this includes the person handling your business's phone calls. Understanding what your caller's expectations are when they call your office is a major component to fulfilling a positive customer service experience. So our experts at Dexcomm have developed a list of what your business's callers are looking for when they dial your number:
- Listen to me
- Know more than I do (about your product or service)
- Be easy to work with
- Give me what I came for
- Smile
- Tell me your name
- Acknowledge my presence
- Don't treat me like an interruption
- Show me you care
- Don't waste my time
- Be honest
- Offer alternatives if you don't have what I want
- Don't try to sell me just help me
- Do what you say you're going to do
- Keep me informed
After reviewing this list, talk to your staff about keeping these items top-of-mind. What tools can you develop together that will be positive reminders for improving the customer service experience of your callers?
