Customer Service

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 Telephone

A 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 COMPANY

Smile 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 attention Concentrate- LISTEN to what the patient is

asking

Give the patient choices Don’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 time

Check 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

AppearanceUniforms Clean, 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 LanguageFacial ExpressionsIntroductionsGesturesListeningEye Contact

Speech and wording

Giving of our time Tone Appearance Actions 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 are some 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 to follow when charting?Write legibly One 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 releasing information?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).