1. Customer Service The Top 10 Absolutes
Mary E. Schmidt, ABOC, CPO

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

3. Absolute #2
Listen – it’s not about talking

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

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

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

7. Absolute #6
Never say “No”

8. Absolute #7
Apologize

9. Absolute #8
Exceed expectations

10. Absolute #9
Give feedback to the patient

11. Absolute #1 0
Treat everyone on staff well

12. Conclusion
Which steps can you take?