Racine Dental Group took the first step in their commitment to world class customer service by training their front line staff. Fifteen members of the front desk team, patient account representatives and their managers completed Circore's Customer Service training.
"It is a customized program tailored to the needs of each client we serve," says Denise Cawley, a principal at Circore.
Staff were lead by Lynn Moore & Denise Cawley through an intensive four part series focusing on body language, customer service nuances like tone of voice, wording choice, quality programs in customer service, customer service follow up, world class customer service and more. It is a very comprehensive program teaching our clients how to be consistently attentive to their patients.
"With all the competition businesses face, it is important for dental offices to pay more attention to customer service," says Moore.
"There is a big difference in saying: I see you have a $250 Lab fee today – I hope that is OK with you. Otherwise we can bill you… and instead saying: Mr Jones you have a $250 copay today. We accept cash, check, mc or visa" says Cawley.
"We teach clients how to ask for payment, and how to make on-time payments a benefit to the patient," says Moore.
"I felt the most valuable things from the training were labeling desired behavior as “detective” and “tour guide.” Simply putting that descriptive title helped articulate the action required by the employee to deliver good customer service and they get it! Also your identifying that our policies are visible to patients and therefore actually contribute to a reduction in customer service was enlightening. Offering suggestion for ways to measure the service process so we can determine our success as well as give the employee a feeling of accomplishment was great. The positive manner in which you presented information and coached the individuals, identifying their weaknesses and areas where improvement was needed yet keeping it constructive really motivated them to try harder, states Carolynn Chapin, Racine Dental Group.
No comments:
Post a Comment