Customer service is such a vital part of any business and dentistry is no different. After working in many different roles, from event management to retail, I understand the importance of delivering excellent customer service. If a customer has had a bad experience, it’s very hard to get them back onboard. By engaging and learning more about excellent customer service skills, this can take your practice from good to outstanding.

1. Communication

Good communication is key. This can be verbal or through body language. It’s vital to communicate effectively with your patients and team members to reach mutual goals and achieve them to a high standard. This includes being professional in your responses, being clear and concise, as well as empathetic. It’s important to communicate with patients about each step you’re taking to help them and to ask questions when needed. If you are not sure on something, it’s always best to ask to make sure you are getting the right outcome. No question is a silly question!

Body language is another form of communication which can speak volumes without saying a word. Make sure when you’re with a patient that you’re open and looking at them to show you are interested and listening.

2. Engage in active listening

We have all done it before, you say you are listening to someone but really you’re thinking about what you’re going to have for lunch. It’s very easy to just listen to someone, but it’s another thing to engage in active listening. This means really taking on what your colleagues and patients are saying and responding in a manner that shows you have heard every point and understood what they are asking of you.

3. Personalisation and empathy

To take your customer service level to the top, you need to personalise the patient experience and make them feel that they are in good hands. Take the time to get to know your patients so you can create lasting relationships and gain a deeper understanding of your patients’ needs and wants. Being empathetic with a patient, reading their body language and knowing how to respond will put them at ease and improve their experience.

4. ‘You’re never fully dressed without a smile’

My last tip should be an easy one, smile! It’s simple but very effective. When a patient walks into a practice, it puts everyone at ease and makes the experience much sweeter, especially for nervous or anxious patients. Not only is this tip great for in person customer service, but it’s also a great tool to use when on the phone. People can hear a smile; it changes your tone of voice and helps convey happiness and joy.

Overall, customer service is a vital part of any business and should be prioritised as such. This skill should be at the core of your business, with each member of staff engaging in excellent customer service as this will help you succeed and progress.