CUSTOMER ALWAYS HAS QUESTIONS ON THEIR MIND
Published On: February 15, 2019
MAKE YOUR CUSTOMER FEEL GOOD ABOUT THEIR DECISION TO CHOOSE YOU!
Customers, clients and patients always have questions on their minds when they call. We have to answer the questions in a way that tells the caller “You have chosen the right place. You can feel good about your decision. We have handled people in situations just like yours, and you will receive the highest level of quality care, skill and judgment.” A customer, client or patient needs to feel good about making the appointment and actually look forward to his or her visit.
This is the perfect place to share a WIL or What I Learned from one of my clients:
What I learned today was if you’re not sure what the client is saying, just ask, “Is this the first time calling our office?” because sometimes we can misunderstand what they say. Also with the word “help,” I believe that just asking them “How may I help you” or “What can I do to help” assures them that you’re there to help them in what they are looking for, which is assistance. My goal is when the customer hangs up, he was helped and leaving with the information he was looking for.
Last week I urged you to begin using a telephone log, with good reason! Keeping a simple telephone log will help you and your staff to identify the questions your customers ask most and develop scripts to answer those questions so your customers, clients or patients feel good about choosing your services. This will increase both your success and your callers’ satisfaction.