Customer Service Basics
Customer Service Basics
Customer Service Basics
CUSTOMER SERVICE
CUSTOMER SERVICE MANAGEMENT
② Consistency 6. Speed
③ Information 7. Selling
▸ Confidence
▸ Smile
▸ Attitude
▸ Organization
CUSTOMER SERVICE MANAGEMENT
2. Consistency
3. Information
6. Published policy
MUST BE
‣ TAUGHT, WRITTEN, TESTED,
MONITORED, HAVE
PENALTIES, IMPROVED UPON
4. SERVICE RECOVERY
▸ Making amends for errors,
negative outcomes, or
dissatisfaction
▸ Difficult patients
▸ Conflict Resolution
▸ Complaint management
▸ Restitution
CUSTOMER SERVICE MANAGEMENT
5. SET READY
▸ Forms
▸ Pens
▸ Checklists
▸ Flyers
▸ Cards
6. SPEED
TIME MATTERS
7. SELL-ABILITY
▸ Likable
▸ Skill
▸ Add-on Sales