Have you ever called a business and been placed on hold only to wait for what seemed like forever, listening to a terrible recorded message the whole time? Or worse, have you been told that your call will be transferred — only to be disconnected or unceremoniously dumped into someone's voicemail?
Providing exceptional service is the key not only to standing out in a crowded market but also to building customer loyalty. Plus, in today's online all-the-time world, providing poor customer service can cause your business reputation to take a nosedive.
Creating a positive experience at each point of contact between your business and patients, or prospective patients, is essential to your success. Even though consumers have many ways to communicate with your business, a lot of your customers still expect to reach you by phone.
Customer Service Over the Phone
As Avis Ward points out in his article, "20 Business Telephone Etiquette Tips," many of the best customer service tips may seem like common sense. However, it is always a good idea to periodically review the basics. Ward reminds readers to practice good manners while on the phone, to never engage in arguments, and to hang the phone up gently!
Along with those great tips, apply these general rules when answering calls to your business to provide top rate customer service every time.
Treat Every Call Like the First Call
Your demeanor toward the last call of the evening as you are rushing out the door should be the same as your first call of the day. And your first call of the day should be cheerful, even if you haven't had your morning coffee or tea yet! Also, keep in mind that even though you may have already answered your caller's question a dozen times throughout the day, it is the first time this caller has asked the question. Don't shorten your answer or allow your tone to convey impatience.
If you and your staff find that you are repeatedly fielding the same questions, investigate why. Is it a question about a recent promotion? Are your hours of operation listed incorrectly online or in your print media? Do customers have a general question about the different types of services available? Once you've identified a point of confusion, adjust any marketing or other materials that address the issue so your meaning is clear. Also, add the answer to this question to the FAQs section of your website.
Audio Calls Leave Us Missing a Few Cues
When individuals speak face-to-face they rely on many nonverbal cues such as gestures, facial expression, and even the contextual clues provided by the location in which the conversation takes place. When you speak with someone over the phone, they are missing a lot of information that would otherwise help them interpret your meaning.
For example, if someone decides to call your office to make an appointment rather than booking their visit online, they can't see you scrolling through your online calendar to find a time for their appointment. You need to tell them what you are doing, otherwise they may have no idea why you've suddenly stopped talking to them.
Also, if you're out of the office and taking calls on a mobile device, you may need to explain the odd sounds that your phone is picking up from your environment. You should also give your caller a little warning if there's a possibility that the call will be dropped. There's always that one spot where calls just go dead!
Slow Down, Speak Clearly & Pay Attention
Have you ever tried to write down important information that someone is giving you over the phone? It can be really hard to do if the person on the other end of the call speaks too quickly or doesn't pronounce each word clearly.
If your caller is asking you to repeat information or doesn't seem to understand what you've just said, slow things down a bit. Make sure that you pause between each point to allow your listener to ask questions. If you are the listener, repeat the main points of what your caller has said to ensure that you've understood. Finally, pay attention to the person you are speaking with over the phone. You may be tempted to multi-task while speaking on the phone but try to resist.
Trying to concentrate on something other than your phone conversation may lead you to miss important information. Plus, if your tasks make too much noise, your caller may realize that you aren't giving him or her your full consideration.
Show your customers you care however they reach you. Despite the hustle and bustle that is our modern lives, consumers still like to feel special. This means that providing excellent customer service sometimes requires your undivided attention.
Whether your patients contact you via email, your website, or over the phone, you can increase their satisfaction by ensuring that everyone on your staff understands your rules and guidelines for customer interactions. Cheerful service with a smile is always a winner!
Daniel Ruscigno is the co-founder of ClinicSense. ClinicSense offers clinic management software that helps with scheduling, intake forms, SOAP notes, billing, and more. Visit www.ClinicSense.com.