Customer Service

It’s Monday morning and by 8:30 a.m., the phone lines are lit up at most medical offices.  The weekend’s ailments, sniffles, and injuries require an appointment to see the doctor. Maybe 100 patients will call before noon.  The problem is, the medical offices are staffed with one or two people to manage the call volume.  Hopefully, the practice manager has installed basic call center software on the phone system.  The call center software should be designed to queue up callers in the order they were received, instruct them to be...

Oh,….it may seem like a little thing to mention this, but are you aware of how you ‘sound’ to your callers?  As we get busy in life, we sometimes neglect to remember a few very simple ‘rules’ in terms of telephone etiquette.  Here are several quick tips and thoughts for consideration. How do team members answer the phone when a customer calls? Do they sound rushed or harried sounding? Do they sound like the young lady that answers the phone at doctor’s office that says….”thank you for calling *&^14%@fb and...

…or “Do the Two-Step and See Your Reviews and Sales Funnel Grow!” We’re seeing great results from positive reviews from our customers. We’ve always known that positive testimonials and reviews were an important slice in our overall marketing pie. They appear in every brochure, our FaceBook page, “Google My Business” page…and they’ve been on our testimonial web page for over 20 years. Confirmation that positive reviews bring new business comes from prospective customers telling us how the reviews convinced them choose us.  Since any business or practice can benefit from sharing their own...

My inspiration to create this article is based on a series of experiences I recently had over a short 2 day period as I made telephone calls to several businesses.  It is important to describe the nature and purpose of my phone calls to these businesses.  The calls were a combination of: 1. Sales calls. So maybe you don’t want these calls anyway? A salesperson is also a business professional that is impressionable.   And many of their products are critical to the operation of the businesses they call. 2. Attempts to make...

Despite a myriad of new communication options, nothing quite beats the value of a live conversation. Sure, consumers can email, text, tweet or use any number of social applications to contact the companies they do business with, but having that human interaction is what sets that experience apart from any other method. When a customer and a company representative can speak with one another, the customer receives a number of benefits they normally wouldn't by using digital technology. For example, if an email leads to a follow-up question, there is no guarantee...