Monday Morning Meeting: Working on Customer Service – #2 Be a Good Listener

Monday Morning Meeting: Working on Customer Service – #2 Be a Good Listener

Customer service may not be the first thing you think of when you think about a dental office, but it is an integral part of the office and should be considered an important part of each team member’s job. A dental office’s most important asset is its’ patients and without them, the office would not succeed in business. Practicing good customer service helps to grow the success of the office as happy patients continue to come back and recommend the office to friends and family. Ensuring that each team member is dedicated to quality customer service and providing a positive experience for each patient is one of the most important jobs there is.

There are ten rules to customer service that must be followed. This week we’ll discuss the importance of being a good listener.

Rule #2: Be a Good Listener

Listening might be the most obvious tip in this series about customer service but it’s also the most overlooked. In a busy dental office, giving a patient your undivided attention might be challenging at the least and it can be easy to make assumptions about what a patient needs or wants. It’s important to convey to each customer that they are the only person you’re concerned with and that their needs are the most important to you.

To do this, think about the good listeners you know. What traits do they all share? Probably they ask a lot of questions and concentrate on what you’re saying. They probably convey interest in what you have to say through their body language and voice. And they probably don’t make assumptions about what you’re thinking or feeling.

How does it make you feel when someone listens to you that way? My guess is that you feel pretty good about that person when the conversation is over. Your feelings, thoughts, and ideas were all validated by the person’s attention and it made you feel good to be acknowledged and recognized.

Good customer service relies on your ability to make each patient feel special and important at that moment. By asking questions, staying focused on the patient, and avoiding assumptions you are conveying the message to the patient that you care about them and what they have to say. If a patient feels validated and appreciated, they are sure to return to your office again and again.