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 to a customer interaction.” — Jill Raff