A recent study published in the Journal of Medical Practice Management showed, after analyzing more than 30,000 doctors nationwide, that 96 percent of all patient complaints are a result of poor customer service. That’s a startling statistic, regardless of what industry you’re a part of! Customer service at your front desk is absolutely critical—it’s quite literally the first thing potential clients will see or hear. If your front desk demonstrates poor customer service practices, you won’t convert potential clients into actual paying ones.Here are a few tips to help your front desk shine when it comes to customer service.
Ensure that your front-desk staff members are consistently ending conversations with a pleasantry, such as “Thank you so much for calling, have a nice day!” or “We look forward to seeing you soon!” When your callers are left with a positive end to the call—or an in-person interaction, for that matter—they associate your business with good things!