Essentials of Customer Service-V

The Essentials of Customer Service – Part V
 
 This is the final TurboTactic of our five- part set on the “Essentials of Customer Service.”  If you would like to review the previous emails in this set simply click “TurboTactics Archives” below and you’ll find them in the Team Building category.  A practice focused on offering excellent customer service will provide an optimum dental experience for its patients.  Learn and apply the essentials of customer service to give your practice the reward of both retaining and acquiring patients at a time in our economy when other practices may be losing theirs.  Good customer service costs only the effort and desire to offer your patients the best.  Please remember to print out all five TurboTactics in this set and give them to your team to review.  Always discuss them at your next huddle or team meeting. 
Once again: Be sure everyone understands, and practices, the “Essentials of Customer Service.”
 What is Ethical?
 
What is ethical? Often that question is part of the problem.  Team members are not sure.  The dictionary defines ethical as: “Conforming to accepted standards; consistent with agreed principles of correct moral conduct.”  Do you know what is considered ethical and, more importantly, unethical, in your practice?  If you are unclear, discuss it with your office manager or with the doctor to learn specific situations deemed unethical in your office.. If you’re asked to do something unethical, immediately consult the office manager or the doctor.  They may be able to introduce an ethical solution to the problem.
  
Being ethical includes being honest, doing the right thing, and being accountable for your actions:
 
  • We have often heard: Always be honest. Being honest at all times will make your life far less complicated.  When you are truthful, you do not have to remember what you said to whom. Being truthful is important to your patients. When you are dishonest, patients have a way of discovering it. Maybe not right away, but the truth always seems to come out.  When people find out you have not been completely honest, they will no longer trust you.
 
  • When you make the decision to always do the right thing for others, you will go out of your way to do your best. At the practice, when you are faced with a dilemma, base your decision on doing what is right and ethical. Being ethical includes treating all your customers fairly and equally.  If your customer asks you for a special favor and doing so will mean crossing the ethical line, how do you tactfully refuse? You could say, “I don't feel comfortable doing that because it is against the policy of the practice.”  If the customer persists, ask the office manager or doctor for help.
 
This concludes the set, Essentials of Customer Service.  We hope you and your team found it informative and useful.

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