“up your service”hsps.pro/bdc/handouts/up_your_service_how...creating a customer service...
TRANSCRIPT
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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
________
I will continue________
Commitment
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Debra Engelhardt -NASH
(704) 895 7660
(704) 904 3459 CELL
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.