CUSTOMER EXPECTATIONS
Healthcare premiums are expensive, so customers want to get as much for their money as they can. When a customer walks into a healthcare facility it is because they have medical concerns. Often those concerns are difficult for the customer to deal with. They expect employees in healthcare facilities to help and support them through their ordeal. Below are some of the expectations customers will want you to exhibit when they come into to your clinic.
Empathy – Is the most important expectation in the healthcare field. Customer’s want to feel that you understand them. Patience - Customers need to feel unpressured, so staying in control emotionally is key and give giving them time. Professionalism - Customers want their needs
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An employee can listen to a customer’s concern and paraphrase back what the customer said and then work out a solution. A customer will know then an employee really heard and understood their concern.
By using positively phrased questions can help elevate tension a customer is experiencing. So phrasing is important. It will keep emotions at bay.
By using small talk, it helps an employee establish a rapport with a customer. It starts a dialogue and can help figuring out what the customer needs.
PROVIDER-CENTERED AND CUSTOMER-CENTERED STATEMENTS
When communicating with customers, do so with a positive attitude. Choose statements and questions that put the customer first. By doing this, it shows the customer that you are here to assist their needs. Below is example of provider-centered statements that put don’t put the customer first and customer-centered statements that put the customer’s needs first.
Provider-Centered statements:
When I get a minute…
I will schedule you for the first available appointment…
Give me your address and I will send out the information…
Customer-centered
Carl Sewell’s book “Customers for Life” is devoted to teaching the businessperson of today ways in which they can turn one-time buyers into customers for life. He states that every customer has the ability to be worth 332,000 dollars to your business if you can keep them for life. Mr. Sewell is the number selling luxury automobile dealer in the country. He started from the bottom and manipulated his automobile business into a 250,000,000-dollar business. In his book he explains the things that he has found to work for his business in great detail so that you may also apply them to your business. The entire book revolves around these 10 commandments to customer service:
High levels of customer satisfaction will not guarantee future sales, but are more likely to result in repeat future sales than indifferent or poor customer service. Moreover, satisfied customers are more likely to try out other products/services in the firm’s range, or recommend it to friends and family. Build on customer loyalty Customer loyalty is valued highly by most businesses and can be
Customer satisfaction is what makes a customer come back again for another experience. The customers know the kind of treatment they are going to receive before they enter the store.
Having prior knowledge of a customers needs, habits, and questions before or during every interaction and transaction can boost customer satisfaction. (Zueschner, Raymond. (1997). Communicating Today. Boston: Allyn and Bacon.
First, when shopping, a big factor that will impact a customer 's experience is the customer service. Whether it’s from a simple “hello”, or an employee going out
a healthy relationship and most of all knowing the patient’s needs. According to Hook (2104), presence empathy
As you can see from the points above it is vital to give good customer
Faster responses times * Knows that the organisation cares As a result, internal customer care is based on good manners, knowing where your job fits in, working efficiently with colleagues, working as a member of a team, and respecting colleagues’ needs and rights. Organisations, such as Barclays believe that, there are three kinds of attitudes and behaviours towards colleagues that would be essential for quality internal customer care: 1. Caring for colleagues- this would include: making individuals feel good- this will help them to work better, they would become more cooperative, responding reasonably to their needs, and accepting a sense of shared responsibility 2. Cooperating with colleagues- this would include: can get things
Healthcare professionals in the medical office should be friendly and open. Patients entering the medical office should be greeted immediately with a smile and having a gentle touch also let the patient know you care. “Healthcare professionals in a medical office are held to a higher standard than most professions because they are dealing with the dignity of patients and the ability to be healed” (Wolff). Educating the staff to be professional in the medical office represents the office as being excellent in patient care. Patient-centered care success is required by the whole office which is treatment and patient experience, from the time they enter the office until they leave.
Close to the Customer: Customer satisfaction is very important throughout all the roles that the business plays. Many companies forget about their customers, whereas successful companies have an obsession with their customers. Excellent product quality and reliability will make a satisfied customer. Great service will keep the customer coming back.
Patients make up a huge part in achieving service excellence for the healthcare industry. My healthcare facility helps the patients redeem themselves and correct with sensitivity. The patients are my customers, and my healthcare facility must remember our mission and vision of giving spectacular healthcare to our customers who are our priority. By giving quality customer service, my healthcare facility earns the gratitude and patronage of its patients. The patients pass their experiences to their families and that keeps my healthcare facilities’ reputation successful
During the communication I often express the emotional opinions about the products and services to develop an emotional connection between the customers and the products or services that I am supposed to offer them. This communication style has helped me in my career as this style makes a lot of customers feel secure and safe.
Our interactions with the customer, the promises made to the customer in these conversations, the customer's expectations generated in these conversations, and the actions we take that are consistent with those expectations combine to produce a declaration of satisfaction when we ask.
...stomer service is essential in any organization. Its importance has positive implications on the business. Having an excellent customer service will motivate the organization’s employees. This will result in a win-win situation because a happy employee is a productive employee. When a motivated employee helps customers he/she will ensure that the customers are satisfied in a way that exceeds their expectations. These customers will then go out in to the public and share their experience with friends who will eventually patronize the business. In the long run the business gains more customers and increases its profits. Therefore, every organization should attempt to implement and preserve an excellent customer service strategy. This will give the organization a competitive edge above other organizations and establish a reputable image every business entity long for.
Customer Service means knowing the people who purchase from you and why they do as . Regularly evaluate their needs. Is another season coming up where they have to reorder products or schedule service? Or, then again is it an opportunity to take a gander at making a move for their customers? Remind them. In what manner can your business be an accomplice or partner in helping your customer address issues? Answer that inquiry, and you'll end up noticeably basic.