Information and advice for healthcare consumers.

Patient Behaviour Behaviour, patient reviews and insights

The First Deal Breaker – Customer Service Customer Service Award Winners 2011 Customer Service Award Winners 2011

Every day at we pass on thousands of enquiries from consumers at various stages of their decision making processes. Whatever stage they are at they all have one thing in common. They want to know that the person at the other end of the phone or replying to their email cares about them and their needs.

Clinic staff can demonstrate this in any number of ways:

  • By answering phone calls politely
  • By replying to emails quickly
  • By answering personally, not just with automated answers
  • By helping to put any fears to rest

How clinic staff handle that first enquiry can make the difference between a patient booking and a lost opportunity. It is the first real deal breaker in a consumer / clinic relationship, so in order to maintain high standards it is essential for clinics to know how consumers feel. This is why we poll consumers and publish their customer service feedback on our site, so both parties can find out how they’re thought of.

Every year we analyse the data we have about consumers’ customer service experiences and identify the clinics that are consistently rated the best and reward them with our annual customer service award. It provides consumers with a strong indication that a clinic will handle their enquiry quickly, professionally and politely.

With less than 1% of clinics receiving the award it is a real mark of excellence, so it is no wonder that clinic staff love to display the award both in their clinics and online. Above you can see some of our most recent proud recipients from Armley Dental Practice, Stetic Implant & Dental Centers, Bangkok International Dental Center, and Secret Surgery Ltd.

Failing to provide customer service to a high enough standard is like falling at the first hurdle in a race. All other effort and preparation goes to waste as a result. So the question today for clinic owners is how would you rate your own staff in the customer service stakes? What one thing could you do today to make it more likely that a consumer receives a quick, professional and polite answer to their enquiry?