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    services services Presentation Transcript

    •  
    • The Customer is Always Right BEFORE DURING AFTER CUSTOMER SERVICES
    • The Customer is Always Right
      • Before
        • If he doesn't come to our organization, it is because
          • He doesn't know about us
          • He doesn't think that we are an interesting option
            • Incongruency in the message
            • Incomplete image in mouth to ear communication
          • He thinks it's difficult and complicated to come to us
    • The Customer is Always Right
      • During
        • Management of the transaction
          • Interaction with personnel
          • Congruency with what is promised
        • Inventory control
        • Buying dynamic
    • The Customer is Always Right
      • After
        • Cognitive Dissonance Present
        • Positioning
        • Create Relationship
    • If a patient asks why something cannot be done, your staff should not state that "this is office policy" and leave it at that; they should offer an explanation as to why something cannot be done. This is often enough to satisfy patients, yet rigid policies are common flaws in many professional offices. Solving patients' problems is an essential part of customer service.
      • Customers are not always right, but they are always the customers even when they're wrong.