Common Customer Service Mistakes to Avoid in Your Dental Practice

An office staff member talking with two patients

Your dental patients know that if they get subpar service at one dental practice, there are many others that can provide the same great dental procedures in addition to great customer service. Patients expect a standard of customer service and a failure to meet these expectations can result in losing your patients and any potential referrals they may have given.

Customer Service Mistakes to Avoid Making

Below are a few of the common customer service mistakes made in the dental industry:

  • Ignoring your patients – It’s important that you and all of your staff members know that ignoring a patient is not acceptable. Excellent customer service requires that you focus on your patients and listen fully to what they’re saying.
  • Disagreeing with patients – Disagreeing with your patients or refusing to comply with simple requests from your patients is equal to saying, “our office doesn’t value you.” We recommend that, as long as a request isn’t unreasonable, you go out of your way to find solutions for your patients and make sure that they’re satisfied.
  • Interrupting your patients – Interrupting anyone can make you seem selfish, unlikeable, or unfocused. This goes double for your patients! Many dentists tend to interrupt patients during case presentations to make clarifications or anticipate questions. This is often meant to be helpful but does not come off that way.
  • Not helping with insurance – Patients don’t feel like insurance issues are their responsibility. Technically, it doesn’t matter if they’re right or wrong, their perception is reality. This means that if you don’t assist them with insurance needs, they’ll find an office that will. Delegate a staff member who can help them navigate their insurance.

Here at CTC Associates, we know that your dental practice has the potential to be successful, profitable, and capable of providing excellent customer service. For more information about how we can help you reach your goals, please contact CTC Associates today!

Posted on Apr 13, 2020

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