“up your service”hsps.pro/bdc/handouts/up_your_service_how...creating a customer service...

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HOW TO CREATE A CUSTOMER SERVICE CULTURE

THAT CAN’T BE COPIED

COPIED

“UP YOUR SERVICE”

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Close your eyes

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Innovation needs to be part of your culture.Consumers are transforming faster than we are, and if we don’t catch up, we’re in trouble.

Ian Schafer, Deep Focus

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“The magic begins with you” -Disney

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“YOU ARE HERE TO MAKE A DIFFERENCE,  TO EITHER IMPROVE THE WORLD OR WORSEN IT.  AND WHETHER OR NOT YOU CONSCIOUSLY  CHOOSE TO, YOU WILL ACCOMPLISH  ONE OR THE OTHER.”                                                                                                       -RICHELLE GOODRICH, AUTHOR

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“CHALLENGE MEDIOCRITY AND CONSTANTLY LOOK FOR WAYS TO PERSONALLY CONTRIBUTE TO AN EXCEPTIONAL EXPERIENCE FOR

YOUR PATIENTS – BEFORE, DURING AND AFTER THEIR CARE IN YOUR

OFFICE. TO ALWAYS ASK THE QUESTION:

“What more can I do?”

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Creating A Customer Service Culture

“If people relate to the company that they work for, they will form an emotional tie to it, and buy into its dreams, they will pour their hearts into making it better.” Howard Shultz -

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How do you provide the highest level of service when others are competing to provide similar services?

Excellent customer service skills take practice.

How do we check everyday to ensure we are committed to service excellence?

HOW DO YOU DIFFERENTIATE YOURSELF?

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You only need a 1% edge.

Olympics are won by tenths of a second. 10

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What are you doing to design a better experience?

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WHY? WHAT’S YOUR STORY?

WHAT’S YOUR CAUSE OR BELIEF?

WHAT?

HOW?

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Why are you here? The patient is looking for signs they made the right decision to be in your care.

Quality and

Excellence

Quality Employee

Experience

Quality Client

Experience

Quality Business Practices

EVERYONE is responsible for validating the patient’s decision.

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Intoday’smarket‐ whatdopatientswant?

Efficiency

Affordability

ANExperience

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Creating a Customer Service Culture

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Create A Unique Service Philosophy

Excellent Service? Excellent at What?

(Find out what your clients value most and match your service philosophy to meet their needs.)

How to Create a Customer Service Culture

80%of the decision to choose your care is based on the ability to

connect with your patient

PEOPLE-WORK NOT PAPERWORK

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INTERNAL MARKETINGService is the lifeblood of any practice. Everything flows from it and nourished by it. Customer service is not a department… it’s an attitude.

Make a memorable

first impression.

Speak a service language; wear

a service wardrobe.

Hospitality first. Communicate the heart and soul of the organization.

Listen to understand.

Build a performance culture that

differentiates the practice.

Create the perception of

quality.

Match what the patient wants with what you can do.

Endorse the doctor.

Describe how your office systems

enhance results.

Establish a set of practice

performance tips.

QUALITY SERVICE CULTURE CUES

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What inspired you to call us today?

We want you to feel comfortable and confident in our care.

May I tell you why I’m here?

Our doctor has an exceptional education

May I tell you a little more about our office?

CALLER

THE

INSPIRE

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Walk the Talk. Leaders Must Be Examples of Excellent Service.

A Customer Service Culture has to include everyone – all leaders and

employees must be on board.

Creating a Customer Service Culture

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Bring the Voice of Your Client Into the Practice.

Creating A Customer Service Culture

“A satisfied customer is the best business strategy of all.”

Michael LeBoeuf

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Two questions

Is it good for the

PRACTICE?

to ask to determine if you’re doing the right th

Is it goodfor the

PATIENT?23

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Something seemingly small can make a tremendous difference.

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I will start________

I will stop________

I will change

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I will continue________

Commitment

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Debra Engelhardt -NASH

(704) 895 7660

(704) 904 3459 CELL

debraengelhardtnash@gmail.com

www.debraengelhardtnash.com

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Speaker Disclosure

Debra Engelhardt-Nash has been paid an honorarium by Henry Schein One to teach a continuing dental education session at this conference.