Answering Service Cost Benefit We have had the privilege of answering for dental offices and we are endorsed by the LDA. Cost What is the cost of losing a patient? The value of a new patient varies across dental offices. … Continue reading
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Improving Customer Service – Oberservations – Air Travel
Recently a line of storms traveled through Texas and Louisiana. Air travel was disrupted. Flights were re-routed, flights were delayed or cancelled. Luggage ended up in different cities than the passengers. Many travelers were in distress. Four Dexcomm employees were … Continue reading
Improving Customer Service – Observation – Hospitality
Walking through a five star hotel in Las Vegas recently I saw a fascinating sight. Please understand, I keep my eyes open for the small details. Between the men and the ladies restrooms was a hallway, which appeared to be … Continue reading
Improving Customer Service – Listening Skills pt 8
Have you ever eaten at a Subway? Their operating model is different than most other fast food restaurants. You tell the sandwich artist exactly how you want your sandwich prepared and they prepare it as you watch. This model would … Continue reading
Improving Customer Service – Listening Skills pt 7
Burger King built a marketing campaign around the slogan “Have it your way”. In an effort to set themselves apart from other fast food restaurants they were making the statement: “we will listen to you and give you what you … Continue reading
Improving Customer Service – Listening Skills pt 6
Previously I asked you to perform a listening exercise which required you to ignore the speaker. Today I am going to suggest another drill for improving customer service that will teach the importance of having excellent listening skills. This time … Continue reading
Improving Customer Service – Listening Skills pt 5
How many of you remember these words of wisdom when you were learning a sport as a child,“keep your eye on the ball”? Whether the game is baseball, golf or many other sports, intense focus on a small ball is … Continue reading
Improving Customer Service – Listening Skills pt 4
In previous blogs we have covered the parts of listening and the extra challenges of listening over the phone. Once the basics of listening are understood, it is time to practice. On my quest to become a better listener, I … Continue reading
Improving Customer Service – Listening Skills pt 3
In a previous blog I covered the four parts to listening. The four parts include pay attention, encourage, question and reflect and are true and valid for any circumstance. However, there are special challenges that occur when listening to someone … Continue reading
Improving Customer Service – Listening Skills pt 2
My hope is that the comments from my previous blog inspired you to think about your own listening behavior. Most of us have great room for improvement as listeners, so today we will cover the fundamentals of listening. The fundamentals … Continue reading
