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Customer Service vs. Customer Experience

Home Customer Service vs. Customer Experience

Customer Service  Article originally from May 12th 2017 FPC Newsletter

Written by Ed Soto

Customer Service vs. Customer Experience

There is a fine line between what brings us to the point of raving about an experience we have had and not telling anyone at all. That is also the line between customer service and customer experience.

We have discussed these things before in the videos on Litmos, but let’s get a little further into the subject and discuss a few ways that can make all the difference. Chances are you have the raw materials in your office already. The question: Are they being properly utilized?

We all want to do the best we can for our patients to provide them with the best care and make sure that they have the best quality of life. What about their experience in our offices?

Let’s talk about customer service first. Customer service is the base expectation that every patient has. The front desk staff should be polite and helpful, waiting room should be clean and comfortable, the doctor should be attentive, and the checkout process should be relatively simple and complication free. These details contribute to exceptional customer service; however, going above and beyond is what sets the bar for an extraordinary customer experience.

Customer experience is how we create clients that want to talk about us. When you have clientele that are thrilled to not only come to the office, but also offer testimony, we are doing the right stuff!

A large part of what is happening in your front office now is what drives customer experience. Dressing up the waiting room just a little can make a huge difference in how clients perceive the office. Offering a complimentary water or hot tea is another personal touch that can bump you up a notch.

Your staff is friendly, well dressed, well spoken, and they probably have a great relationship with the clientele. These are aspects that are excellent to emphasize when it comes to staff training.  We want to make sure that if the staff is not wearing a uniform, they are maintaining a uniformly neat and professional appearance as a representative of the clinic.

Knowing your schedule so that you can greet clients by their first name is a little touch that never gets old; it’s personal and creates a more welcoming atmosphere. The same goes for asking the client how they are and having a minute of genuine interest in how they are doing in their program, and is there anything that could make the experience better? These interactions will enhance the clients view of the office culture and even allow more insight into what the client needs.

These are, of course, just a few examples and I’m sure many of you out there have thought of other ways. We need to remember that they are already getting the best possible medical care, let’s wow them with the total experience and create those raving fans that bring us referrals and testimonials!

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