Customer Service The Top 10 Absolutes

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Presentation transcript:

Customer Service The Top 10 Absolutes Mary E. Schmidt, ABOC, CPO Mary@EyeSystems.info www.EyeSystems.info

Absolute #1 Who’s the boss? It’s about the patient not your policy

Absolute #2 Listen – it’s not about talking

Absolute #3 Anticipate patient needs What will be their first question?

Absolute #4 Value the Patient What can you do to make the patient feel valued?

Absolute #5 Educate the patient – don’t “sell” the patient “teach” the patient

Absolute #6 Never say “No”

Absolute #7 Apologize

Absolute #8 Exceed expectations

Absolute #9 Give feedback to the patient

Absolute #1 0 Treat everyone on staff well

Conclusion Which steps can you take?