Good customer service training is vital for any key position that has contact with your patients and clients; this includes the person handling your business's phone calls. Understanding what your caller's expectations are when they call your office is a major component to fulfilling a positive customer service experience. So our experts at Dexcomm have developed a list of what your business's callers are looking for when they dial your number:

  • Listen to me
  • Know more than I do (about your product or service)
  • Be easy to work with
  • Give me what I came for
  • Smile
  • Tell me your name
  • Acknowledge my presence
  • Don't treat me like an interruption
  • Show me you care
  • Don't waste my time
  • Be honest
  • Offer alternatives if you don't have what I want
  • Don't try to sell me just help me
  • Do what you say you're going to do
  • Keep me informed

 

After reviewing this list, talk to your staff about keeping these items top-of-mind. What tools can you develop together that will be positive reminders for improving the customer service experience of your callers?

 


Dexcomm is a Louisiana-based corporation that provides answering services to businesses and service agencies across the United States. We have been open since 1954, employ a staff of roughly 50 people, and our average client retention rate is 10+ years.

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