Customer Service Tip to Live by:Treat each person as if your whole year’s salary depended on their happiness.
Customer LoyaltyThe average business spends 6x more to attract new customers than it does to keep the old ones. Yet, customer loyalty is worth 10x the price of a single purchase.
Put Yourself in the Patient’s Shoes- “Open”Initial ContactBe positive and devote all attention to them.Let them talk about their favorite subject-themselves. Carefully listen to statements, questions, and feelings.Maintain eye contact and show empathy for their concerns.Value their presence-make them feel important.
Key points to “Open”:Exude an air of confidence.Use your patient’s name.Introduce yourself to your patients.Put a smile on your face and on the phone as well!Keep your skills updated.Make eye contact.Listen.
Your VoiceThe energy in your voice reflects your attitude and enthusiasm.People make up their minds in the first 15 seconds if they like you or not, this decision of you is directly related to the success of your business.
We all do marketing everyday!!PR doesn’t always mean public relations but also patient relationsWhat is customer service? Relationship pampering
Quote of the Day“It’s surprising how much you can accomplish if you don’t care who gets the credit.” Abraham Lincoln
Changing Mindsets“If you always do, what you’ve always done, you’ll always get, what you’ve always got.”Daily Ask Yourself 3 questions: Do I choose to innovate? Do I choose to imitate? Or do I choose to vegetate? And if you vegetate, prepare to abdicate (to give up authorities/duties).
The best way to predict our future is to create it!
Why Professional Behavior?The patient is seeking a professional opinion and is paying for this opinion.It is 6 to 10 times more expensive to gain a patient than to keep one.Once you have them in the door, KEEP THEM!
The TelephoneA patient’s first contact with our officeA funny thing is when you answer the phone or make a call on your employer’s behalf = YOU ARE THE COMPANYSmile when you’re on the phone because people can tell, even over the phone, that you are smiling
Telephone TechniquesName of clinic or department and your nameHow may I direct your call? How may I help you?Talk slowly and clearly
Telephone Techniques (cont.)Give the caller your undivided attentionConcentrate- LISTEN to what the patient is askingGive the patient choicesDon’t just transfer a call - explain to the patient what may happen – e.g. voice mail
When patients call with questionsDo not keep them on hold for long periods of time.If an answer cannot be given timely, return the call, timely.Provide accurate information. If you don’t know, then tell them “I don’t know, but I’ll glad to find out the answer for you.”Always be polite and friendly.Respond quickly to all insurance and financial inquiries.
Specific Patient questionsWhen checking on things for callers –Answer: ask them if they want to hold or offer to take their name & number for you to call them back .When asked “How much is LHR treatment at your office?”Answer: “We customize our treatments according to our patients’ needs. So we’d like for you to come in so that we can see the area you’d like to have treated and we can discuss the procedure and prices with you then.”
Message TakingGet Enough Information - Patient name, DOB, phone number(s) - Your name, date and timeCheck voicemail frequently – include provisions for emergencies on voicemail instructions.Return calls promptly, at least twice a dayFailure to return phone call- perception of indifference, legal ramifications
AppearanceUniformsClean, neat appearanceIncludes your attitude & demeanor
AttitudeCourteous – remain polite at all timesRespectful – to patients and coworkersAttentive – give patient your undivided attentionHelpful – a little extra goes a long way
DemeanorMake eye contact – DO NOT ignore the patientAddress adult patient by their last nameAddress the doctor and supervisor by his professional name
Demeanor (cont.)Do not eat, drink, or talk loudly in front of patients.Do not talk about personal matters where patients can hear.Never humiliate another employee in front of the patient.
How is Etiquette Shown?Body Language Speech and wordingFacial Expressions Giving of our timeIntroductions ToneGestures AppearanceListening ActionsEye Contact Attitude
Greeting your PatientGreeting every patient is important.Make eye contact and say “Hello.”Introduce yourself and state your title (laser technician).When you shake their hand, use your second hand to touch their arm.
Patient Chart is a legal documentWrite legibly in space providedOne line through errorSpell correctlyBe as accurate as possibleNever alter medical records after the fact
Release of InformationNEVER release information to third party over phone.Get request in writing.NEVER leave test results on answering machine.Give test results to patient only (or legal guardian if minor).
The Angry, Unhappy PatientDo not interrupt- LISTEN!Even if you know the patient is wrong, DO NOT ARGUE!The patient is always right.
Diffuse Patient AngerApologize for the service breakdownDon’t tell the patient he is wrong.e.g. “Mrs. Smith, you may be right about that. Let’s take a look at it.”If necessary to disagree, contradict the facts, not the patient himself.
The Angry PatientExamine the cause(s) of complaint, work to eliminate the causes.If situation escalates to “fight”, have fellow employee step in to diffuse situation.Call Supervisor
Why do patients leave a Practice?62% perceive an “attitude of indifference”
How does Indifference occur?Unkept promisesRude peopleNo one listened to meStaff has “can’t do” attitude
“BECAUSE THE PATIENT”Because the patient has a need, …We have a job to do.Because the patient has a choice, …We must strive to be the best choice.Because the patient has sensitivities, …We must be considerate.Because the patient is unique and has an urgency, …We must be flexible & quick.Because the patient has high expectations, …We must excel.Because the patient has influence, …We have the hope of more patients.Because of the patient, …WE EXIST!
1.) When speaking with a client, what aresome important things to remember?LISTENMAKE EYE CONTACTBE CONFIDENTSAY THEIR NAMESMILE
2.) How do you greet a patient?Make eye contact and say “Hello.”Introduce yourself and state your title (laser technician).When you shake their hand, use your second hand to touch their arm.
3.) What are 5 important guidelines tofollow when charting?Write legiblyOne line through errorSpell correctlyBe accurateNever alter medical records after the fact
4.) How do you handle an angry client?Do not argue with them.Do not interrupt them.Apologize.Work to eliminate the causes of the problem.If necessary, call a supervisor.
6.) What are the 4 rules on releasinginformation?NEVER to a third party over the phone.NEVER leave test results on answering machine.Get request in writing.Give test results to patient only (or legal guardian if minor).