Page 62 - DP Vol 19 No 2 HR_Neat

patient management

Unlocking Better Patient Care

Nancy Friedman sets out five key approaches to unlocking outstanding service

ViEW POiNT WHAT MAKES GOOD CUSTOMER SERViCE?
A lot of people who work in patient facing roles are actually very good • Empathy
at customer service. The reason for that is simple - they always have a • Enthusiasm
certain amount of “good service” in their approach that helps them to • Responsibility
do the job well. • Resiliency
But not everyone does this automatically. People often ask me: • Adaptability
“What is the key to good customer service?”
My answer is simple: there is no one key. There are many – and they 1. Empathy
all need to be on your customer service key ring. When a patient has a problem, we need to empathize with them and
So, let’s look at five essential aspects of good service that will raise show we understand the frustration they’re going through.
the bar for you and your practice. What we don’t want to do, however, is tell them: ‘I know exactly
how you feel’. You can’t know exactly how anyone else feels, but you can

62 Dental Practice i March-April 2023 i Vol 19 No 2 contd on page 64 >>