Page 64 - DP Vol 19 No 2 HR_Neat

patient management

empathize with the patient.
That’s why empathy is key for a good service mentality. Here’s a better
way to explain it. I had my purse stolen a while back (at Disneyland no
less). Everything was in it, and the money was the least of my problems.
My credit cards,chequebook, driver’s license – all of it was gone.
Over the years, I have learned to be a ‘good’ customer, so I called the
credit card company and told them of my plight.
I said: ‘Hi, my name is Nancy Friedman. I’m at Disneyland and my
purse was stolen. Everything’s gone.’
Without skipping a beat, she asked for my name. ‘It’s still Nancy
Friedman,’ I said.
Where was her empathy? She wasn’t even listening! It would not be
acceptable to treat a patient like this, especially if they were in pain and
desperate to see a dentist. A patient needs to hear a positive and helpful
response, such as: ‘You must be in a lot of pain. Let me see when the
next available appointment is.’
2. Enthusiasm
We need enthusiasm whenever we help a patient, too. They need to
know you truly want to help. Of course, we need to do this without
going over the top and giggling our way through the conversation.
Enthusiastic customer service people get the job done faster, simpler,
and with a touch of class. How much enthusiasm do your front staff
show in their roles?
3. Responsibility For example, a patient may be frustrated if they can’t get the
Taking responsibility is one of the most important keys to providing appointment they want. While your receptionist may not be able to
great service. Everyone at the practice needs to feel responsible for their give them the time they want, they can still adapt their attitude when
job, their position, the practice - and most importantly, the patient. doing so. How they handle the situation is entirely up to them.
When your staff answers a call, for example they accept 100% Remember, people lead busy lives and struggle to get appointments
responsibility for it. I wasn’t here,’ or ‘I don’t know anything about that,’ that suit their lifestyle. Essentially, you will be asking the patient to
does not reflect responsible customer service. Anyone who takes calls adapt, but try not to let the patient realize they’re the one that’s going
should be able to answer any question relating to the practice and the to make all the changes.
treatments on offer. Give the patient lots of options - let them see that you are trying
Staff should be trained so they can help the patient as quickly as your hardest to help.
possible without having to keep the caller on hold to ask other members
of staff for help. ThE finAl woRd
It is often said that people in call centres don’t want to or don’t have If you have some of these ‘secret’ ingredients of customer service,
the knowledge to take ownership of the problem. you’re well on your way to success. Even if you’re missing one or two,
When your staff own the problem, they will handle it far better than here’s your opportunity to learn more about them. Good luck!
if they don’t want anything to do with it.
But a word of advice: never take verbal attacks from patients
personally. They’re not attacking you. They’re attacking the problem.
They may be in pain and you’re just the lightning rod, not the target.

4. Resiliency
Resiliency is important, but it can be a little trickier to achieve. To
be resilient, we need the mentality to bounce back from unfortunate
events, setbacks, or other negative incidents. It’s really an attitude
adjustment.
One situation with a patient may be more difficult than another aBOUt tHe aUtHOR
and when you get to the next one, your resiliency needs to kick in to
help you bounce right back to where it was before that negative event nancy friedman is Founder/Chairman of Telephone Doctor
happened. CustomerService Training. She is a Customer Service Keynote
speaker on the topic of communications and Sales and is the
5. Adaptability author of several books on the subject. Nancy was named one
Most of us learn at a very early age that not everything happens the way of the most influential businesswomen in St. Louis, MO and has
we want it to all the time. So, we frequently need to adapt to certain appeared on FOX News – Oprah – CNN – Today Show – CBS
situations. Learning how to adapt to all these situations can make both This Morning – Good Morning America, Great Britain, Australia
you and your staff better at dealing with patients’ problems. and Interviewed on over 100 Radio stations around the country.

64 Dental Practice i March-April 2023 i Vol 19 No 2