Question

Monica, the medical office manager, opens the door to Clear Skin Dermatology at 10 am and a patient is waiting outside the door. "Good morning," Monica says as she greets the first patient of the day. "Good morning," the patient responds in an irritated tone. "Would you like something to drink? I have some chilled water bottles," Monica asks. "No thank you! It would have been nice for you to notice that I was freezing outside while I was waiting for you to open the door. Why do you open so late, anyway?" sneered the patient. Monica smiles at the patient and says "My apologies. I was working in the back to prepare for your appointment today and I didn't know you were outside waiting in the cold. It reminds me to keep an eye out for patients in the morning who might be waiting as well. Can I offer you a hot cup of coffee?" The patient feels heard and accepts the coffee and sits patiently waiting to be called. Meanwhile another patient comes in the door. Monica greets her with a friendly "good morning." The patient comes over to the front desk and starts speaking quite loudly about her concerns about how much her insurance will pay for the service she has scheduled today, Monica asks the patient in a soft voice, "Would you like to join me in this private conference room to discuss your concerns and contact the insurance company to find out how much you will be responsible for?" The patient agrees with Monica and follows her to the back conference room. Later that morning the first patient approached Monica praising her for their interaction earlier. The patient admitted that she had not had her coffee yet and may have been a little grouchy. Monica takes the opportunity to accept the praise and encourages the patient to complete a simple 5-minute survey before she left. The patient was happy to comply! Monica also encouraged the patient to visit the Clear Skin Dermatology Facebook page to share her positive experience. 1. Describe the three different instances where Monica provided high-quality customer service. 2. If you were working with Monica, what additional ways could you provide exceptional customer service?

Answer 1

1. Giving incredible client support to patients will cause them to feel like you are all on a similar group, they will be progressively adept to send referrals, and they will be all the more ready to ensure you are paid for the time and exertion you have spent on their consideration.
First instance where Monica provided high-quality customer service was when she greets the patient, who is waiting outside the door. This is the best way to keep a good first impression.
Second instance was when she listen the complaints of patients and reply with a smile and apologies for the mistake. Dealing with the complaints of patients and providing resolution for that increase the quality of custumer services.
Third instance was when she accept the praise and encourage her patient to complete the survey before she left and also encourage to share her positive experience. Showing appreciation and taking feedback to the patient is an another way of providing high quality customer services.

2. If I am working with Monica, I am using some more ways to provide the high quality services to my patients by using following tricks:
a) Stay faithful to your obligations. On the off chance that you or your staff says, "I will hit you up today," do it. Regardless of whether you don't have the appropriate response, a brisk ring to tell patients you are as yet chipping away at it is in every case best. Keep your duties, regardless of how little.

b) Give strong preparing. Incredible client care isn't all presence of mind, or there would be a greater amount of it. My customers think that its gainful to give their staff industry explicit client support preparing and catch up reestablishment preparing varying.

c) Go well beyond what your patients anticipate. It is in every case better to over-convey on desires. Ensure you are addressing your patients' needs, at that point put forth an attempt to surpass them by giving close consideration to everything about the conveyance of your administrations.

d) Make it simple on your patients. Make the involvement with your office as simple as conceivable with negligible hold up times, most extreme solace, and comforts, for example, espresso, tea, and water whenever the situation allows. Additionally consider patients' move through the center to guarantee it is anything but difficult to explore.

e) Open up to botches. Neglected to get back to a patient? Overbooked the center? Running somewhat late? Be straightforward, apologize earnestly, and offer choices to fix the issue.

f) Be somewhat fixated on your patients. Okay have a center without them? You should know who your patients are, the reason they come and see you, and you ought to be certain they get the best understanding and follow up conceivable. Have your front-office staff put forth a memorable attempt names of your continuous patients, that goes far in causing a patient to feel welcome.

g) Treat your representatives (and one another) like clients. It is similar to showing others how its done, in the event that you treat your workers with extraordinary assistance, they will be increasingly prepared to display that for your patients.

At the point when patients feel they have been dealt with like a need, fulfillment increments. On the off chance that you consolidate incredible assistance outside the test live with instruction and clarification of clinical choices in the test room, you are well headed to fulfilled patients.