5 Reasons to invest in a dental office attendant course
When we think of customer service at the dental clinic, the office attendant figure comes to mind. After all, she is the client's first and last contact with the dental clinic.
However, very few dental offices invest in training the office attendant, which ends up being a paradox with the previous paragraph. In a soccer game where team A has to score more goals to qualify, to increase the chance of victory, the coach will put the best players on the field, check?
The same thing happens in a dental clinic. The office attendant is, say, the office's main customer service actress. So why not invest in her training, since everyone will profit from it, including the office?
Given this, I decided to write this article about the importance of training the office attendant, aiming at the qualification of the customer service of the dental clinic. Let's check it out?
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Office attendant is literally the customer's first and last contact
From the first call or visit to the office until after care and prior appointment of the periodic dental appointment (6 months), the office attendant will be actively present. This is the moment when their participation in this process will be decisive for the client to decide and choose to perform the treatment at his dental clinic and not at his competitors' clinic.
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All customer service at the clinic is relationship based
It is virtually impossible to separate good customer service from a relationship. Education, cordiality, friendliness, posture, among many other things, are part of an excellent customer service of the dental clinic.
It is important to develop techniques for dealing with people in the best way possible. Here I refer to all aspects (language, posture, behavior, etc.). An attendant trained to treat the office client as a friend will add much value not only to the service, but also to the office as a whole.
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Every professional needs to be retrained to learn new things.
We dentists are constantly improving to keep up with technological changes and trends in the dental market. And why wouldn't the same happen in the office customer service? The service has changed. With internet access, the customer today is much more informed than before. Therefore, it ends up being more demanding in several aspects. In addition, the world is moving faster and faster. These two situations reflect directly on the service. Therefore, it is important to have an update or recycling, so that the office attendant is always prepared to offer the best customer service.
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Training will improve the entire customer care process at the dental clinic.
Imagine that customer service is a process within the dental clinic that has numerous steps, as we can see some of them below:
- Customer Scheduling;
- Purchase of materials;
- General care with the office;
- File archiving;
- Collection of defaulters;
- Organization of the work environment.
If one of these steps fails, the entire fulfillment process will be compromised, and the customer may choose to compete.
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The office attendant course will help you create a process for organizing and completing tasks.
There are several tasks and duties that the office attendant must do, including almost at the same time. That's why it's important to know that:
- A checklist to identify the functions of each office member, including the deadline and delivery;
- A sense of what is most urgent to be done;
- The use of methods that will bring more optimization to the service, regarding the operational.
In short, when an office attendant is trained, the clinic will have to return:
- Considerable increase in office customer satisfaction;
- Reduction in absenteeism rate up to 60%;
- Decrease in the number of dental clinic delinquents;
- Higher referral of customers;
- Greater customer loyalty;
- Improved clinic organization;
- Improvement of the customer service process in the office;
- Greater awareness of the importance of personal appearance;
- Increased ability to deal with difficult customers.
Source: Empreenda Dentista. Available at: https://empreendadentista.com.br/2017/10/16/razoes-curso-atendente-do-consultorio/. Access on: 12/09/2019.