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Customer service dental practice presentation file

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Customer service dental practice presentation file

Dental practice now needs to consider customer service as an integral part of its offering. Presentation to University of Adelaide Dental School Post Graduate Continuing Education Conference

Dental practice now needs to consider customer service as an integral part of its offering. Presentation to University of Adelaide Dental School Post Graduate Continuing Education Conference

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Customer service dental practice presentation file

  1. 1. UNE Partnerships Pty Ltd - The Education and Training Company of the University of New England Customer Service- does it have a place in dental practice Why do they come and Will they keep coming? Mark Stallwood Academic Director UNE Partnerships Practice Management Program
  2. 2. How do patients judge your practice? Professions approach Clinical excellence Profitability Staff turnover Patient approach Image Pain Friendly caring staff
  3. 3. What is customer service? • Customer’s perception of service you provide • Positive first impression • Reflects image of the business
  4. 4. Factors That Make Up Customer Service Reliability Responsiveness Competence Access Courtesy Communication Credibility Security Understanding Tangibles Focus Quality
  5. 5. Patient Needs Common needs • skilled and competent service from clinical staff • a caring and empathetic approach by all staff • confidentiality of information • a focus on the dental needs of the patient • access to the professional staff of their choice at a convenient time and place.
  6. 6. Patient Needs Specific needs • Vary between groups • Vary between individuals
  7. 7. Customer Service and Patient Satisfaction • Timeliness • Accuracy • Appropriateness • Communication
  8. 8. Setting a Service standard Minimum standard to keep patients coming to the practice • All staff need clear guidelines as to how to treat patients • Must be at least 1% better than what will keep patients happy
  9. 9. What Determines Our Service Standard?
  10. 10. Customer Service Training Programs • Induction programs • Ongoing Training • Difficult Patients
  11. 11. Training Programs Induction programs • Why you think customer service is important • Role of staff in delivering high quality service • Impact of good customer service • Presentation of behavioural expectations such as the ‘house rules’ that define what you expect.
  12. 12. Training Programs Ongoing Training • Core skills for reception area • Email training • Team building • Problem solving • Service management training
  13. 13. Training Programs Difficult Patients • Practitioner factors • Patient factors • Situational factors How to deal with them?
  14. 14. Patient Loyalty Over rated by many businesses Convenience is main driver Points in the bank concept
  15. 15. Misconceptions about loyalty • Satisfied patients are loyal • Costs too much to get loyal patients • Best to focus on the bottom of the scale and improve their loyalty
  16. 16. How do you judge loyalty? Need some form of quantifiable Many schemes over the years Simplest is Net Promoter Score
  17. 17. Net Promoter Score How likely are they to refer a friend or colleague to this practice? • Score 1 – 10 • Problem 1-6 • Work on 7-8 • Advocates 9-10
  18. 18. In Summary • High levels of patient satisfaction drive profits in practice • Need to understand patient needs to deliver high levels of satisfaction • Highly satisfied patients become loyal • Loyal patients generate more referrals and have a higher spend.
  19. 19. Mark Stallwood B.V.Sc., MBA., Dip Pract Management. MAVBA. AFAIM. MAAPM. MAICD. MAITD Academic Director UNE Partnerships

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