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Customer Service Axioms

Published on Nov 20, 2015

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1.

CUSTOMER SERVICE

AXIOMS TO MAKE THE PATIENT EXPERIENCE REMARKABLE
Photo by marcp_dmoz
2.

SMILE, SMILE & SMILE AGAIN

Photo by KzAkabueze - ONEin12
3.

INTRODUCE YOURSELF & LET PEOPLE KNOW WHO YOU ARE, WHAT YOU DO AND WHAT YOU WILL BE DOING. 

Photo by e³°°°
4.

Remember that parents are trusting us with the care of their most valuable treasure.

Photo by EraPhernalia Vintage . . . (playin' hook-y ;o)
5.

ALWAYS, ALWAYS

MAKE EYE CONTACT
Photo by zilverbat.
6.

ACKNOWLEDGE THE PATIENT. SAY THEIR NAME. COMMENT ON THEIR SHIRT OR SHOES.

Photo by asparagus_hunter
7.

PLAY THE PART

EVEN IF YOU ARE TIRED & ANNOYED
Photo by inf3ktion
8.

Look at it as if you were performing in-front of a crowd. The people that came to see you don’t care you’ve played the same song 1000 times before.

Photo by Kirk Stauffer
9.

SMILE WHEN ON THE PHONE

PEOPLE CAN TELL WHEN YOU ARE NOT SMILING
Photo by Dave Catchpole
10.

ALWAYS GO THE EXTRA MILE

Photo by theqspeaks
11.

As best you can, keep parents informed.

Photo by fensterbme
12.

Explain the process, what is expected, what is going to happen next.

Photo by geezaweezer
13.

Inform how long is the wait; How long ‘til they are seen. Are they second in line, third, or have to wait a while.

Photo by edenpictures
14.

YOU ACHIEVE IT BY EXCEEDING THEM

YOU DON'T ACHIEVE EXCEPTIONAL SERVICE BY MEETING EXPECTATIONS.
Photo by Race Walk Pictures
15.

When addressing parents, avoid words like:

Photo by Andy M Taylor
16.

Untitled Slide

  • I can't...
  • The policy says...
  • I don't make the rules.
  • Calm down.
  • That's not my job.
Photo by My Sideways World
17.

WHEN ADDRESSING PARENTS, USE THESE WORDS:

Photo by micjamms
18.

Untitled Slide

  • Let me check on that for you.
  • What I can do is...
  • Would you consider...
  • How about if we do...
  • I'll find somebody that can...
Photo by byLorena.com
19.

When talking amongst yourselves, be mindful that others can hear you. It can give parents the wrong impression. 

Photo by Kalexanderson
20.

AKNOWLEDGE

THE PARENT AND THE PATIENT WHEN THEY LEAVE
Photo by LipglossJunkie
21.

ASK PARENTS BEFORE THEY LEAVE

"Do you have any questions about the instructions you received?"
Photo by i.am.leon
22.

Say good bye, have a good/better day, I hope Timmy feels better.

Photo by Connor Tarter
23.

EXCELLENT SERVICE IS ABOUT DELIVERING THE UNEXPECTED, NOT THE EXPECTED

THINK ABOUT WHAT IS EXPECTED, AND THEN GO A LITTLE BIT ABOVE
Photo by angela7dreams
24.

Smile, smile & smile, again. 

Photo by zilverbat.

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