Understanding the Caller’s Expectations

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?