My Ten Customer Service Commandments

I work as a healthcare provider at major hospitalanswer the phone, how to greet customers, and
center. As hospitals compete for patients andanswers to common questions.
business, customer service provided by theProperly address your customers: I always
hospital staff comes to the forefront. My hospitalintroduce myself first and then go ahead and ask
takes customer service seriously. Now, newhow the customer would like to be called. I
employees get a customer service agreementaddress them with the name they tell me and if
which lists hospital customer service priorities asnot, it is always safe to use the last name. Stay
part of the orientation process. I also get rated asaway from names like "Honey", "Sweetie" and
a provider by my patients, which gives me insight"Buddy," which are absolutely unprofessional.
about how I am doing with my personal customerSet expectations: I do not raise my customers
service. As time has gone by, and I am looking toexpectations; I actually strive to lower their
start my own private practice I have made myexpectations. I do not look forward to an upset
own customer service commandments which Icustomer due to unmet expectations because it
want to share.makes you look like you cheated. Always better
Location: Having a location that is accessible is oneto be honest and talk about the limitations of your
of the keys to customer service. A location withproducts and/or procedures.
unobstructed parking and clean parking lot isProperly explain charges: Make sure your
important. Also, put up a large sign so people cancustomers get an understandable and itemized bill
notice the business from the road.that clearly explains the charges. Professional
Have a business website: It is the 21st century socharges and materials should be itemized. If a
let us serve the 21st century folks; get a website!product or a service that you provide is tax
The first thing that most people do is "Google"deductible, then list it so it can be easily deducted.
the business name to see if it has a website andUnder-promise then over-deliver: I love this rule
reviews. Your business website should have anbecause it provides good guidance when you are
introduction about your business, servicesin a tough position. Works well for a customer
provided, product listings, directions and ifthat is already upset. For example: let us say the
applicable ability to make appointments.product that customer purchased usually takes 3
Appearance is everything: Make sure yourweeks to be ready. I would promise 4 weeks,
business looks nice. This was part of the downfallthen call the customer and surprise them with the
of Walter Reed Army Hospital which wasearly delivery.
providing great care to its patients, but in aSend a thank you or a phone call to your
run-down place. Soon, it was assumed ourcustomers: Add that personal touch if possible. A
wounded warriors were getting run-down carethank you card or a phone call shows that you
and now the place is slated to be closed down.really value their business.
Lesson learned: If the place looks nice peopleContinue to communicate with your customers:
expect the service to be nice. Your place shouldGet your customers' email address and target
be handicap accessible because it is the law, butthem with promotions and coupons. Let them
also make it child friendly to show that you care.refer their friends to your business.
Have a phone script: Having a phone script wouldSo these are my ten customer service
prevent miscommunication with customers andcommandments. Follow them to reach the
provide guidance to your employees. Give yourpromised land.
staff a phone script that describes how to