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Dr. Roger P. Levin is the CEO of Levin Group, a leading dental management consulting firm. Founded in 1985, Levin Group has worked with over 30,000 dental practices. Dr. Levin is one of the most sought-after speakers in dentistry and is a leading authority on dental practice success and sustainable growth. Through extensive research and cutting-edge innovation, Dr. Levin is a recognized expert on propelling practices into the top 10 percent. He has authored 65 books and over 4,000 articles on dental practice management and marketing. He has been featured in the Wall Street Journal, New York Times, and Time magazine and is the creator of the Levin Group Tip of the Day, which has over 30,000 subscribers. To contact Dr. Levin, visit www.levingroup.com or email firstname.lastname@example.org.
How to create a caring atmosphere and achieve a five-star rating.
One of the most important aspects of five-star customer service is being able to handle any issues with patients immediately no matter what. For example, it’s not unusual for patients to ask the wrong person in a dental practice for information. When a dental assistant gets a question that doesn’t concern them, it may feel natural for them to point the patient to the front desk. This isn’t a terrible response but it’s not five-star customer service. Instead the answer should be: "I don’t know, but I will find out for you.”
These words are a powerful part of excellent customer service. They say much more than you will get the information. This sentence tells patients …
Dentistry can be complex for patients. They don’t really understand clinical terms, insurance or treatment financing, so it’s inevitable they’ll have questions. Practices who want to provide a five-star customer service level must always be ready to respond.