All employees like to know what is expected of them and how they will be evaluated. A job description typically outlines the necessary skills, training and education needed by an employee. It will spell out duties and responsibilities of the job. Each position in your practice should have a complete job description specific to their role.
Having a clear job description is key in the hiring process but does not train a new team member how to deliver great customer service to your patients. There are many parts that make up good customer service: it is more than just being a friendly face. Make sure they understand what makes good customer service in your office, and that they can consistently deliver it.
Asking some important questions during the interview process to help determine if a potential new team member fits with your office culture and can deliver the experience you want for your patients.
- What does excellent customer service mean to you?
- What is the best customer service you have ever received? Why?
- Tell me about a time you received poor customer service?
- Have you ever dealt with an extremely difficult patient/situation? How did you handle it?
Businesses of every type need to train employees in customer service and this includes our orthodontic offices. Many of the companies known for outstanding customer service ~ Nordstrom, Ritz-Carlton, Chick-fil-A, Zappos, etc. ~ invest a great deal of time training a new team member before they even see a customer. General customer service training topics, such as conflict resolution, communication and handling difficult customers are useful in every organization. Specialized topics, such compliance concerns, late patients, etc. may need specific verbiage suggestions to help deliver these messages in a more positive tone.
Part of your customer service training includes helping each team member see that each customer service touch point, no matter how small, is a golden link in the overall customer experience chain. With good hiring and training processes your office can build a team that will provide an outstanding customer experience in every touch point.