Podcasts, 07 September 2019

What’s the difference between customer service and a customer experience?

10k Dentist Podcast with Jill Raff
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In this episode, Dr. Bill and Jill discuss:

What’s the difference between customer service and a customer experience

Why hiring and training employees for the customer experience is vital

How to engage customers in a new way through in-office demos

Key Takeaways:

Interaction with customers does not need to be elaborate; eye contact and using their names is a simple step

Connecting with a patient through a non-dental interaction helps to get to know them and build trust prior to the dental exam

It’s important that there is an established system to keep the culture of customer experiences as staff changes occur

“It’s about transforming a  customer transaction into a customer interaction.” — Jill Raff

Click here to listen to the podcast.

© Jill Raff 2019