If you've been to any or many clinics, whether it be for medical or cosmetic purposes, you will know that the quality of services is a huge factor in determining whether your experience is a satisfactory one. You want to feel as comfortable as possible, and that your needs and concerns are placed on top priority, because that in part is what you are paying for. Personally, I would say I am more on the understanding side when it comes to bit of brusqueness or clipped answers, especially in Korea, where efficiency is everything. However so, that still does not mean this type of attitude should be accepted; a simple gesture of kindness such as a warm smile, or a slight change in tone can make all the difference in how the patient or customer perceives the service of a clinic.
That being said, our clinic is no exception in placing high importance on customer service. Our Hwagok branch has invited a lecturer once a week for a month to provide training sessions on customer service. The staff, according to Dr. Ko Na Young (view original blog post here), are actually all quite nice, but patients have suggested that perhaps they could smile a little bit more.
The lectures weren't just about how to smile and look happy, obviously. Topics covered also included greeting patients, taking phone calls, handling with unexpected delays and waiting time, how to file complaints, and such. The training sessions were held during lunch time, and while you might think the staff might have been annoyed at having to use their precious lunchtime, they have all been very receptive and seemed to enjoy these sessions, thanks to the lecturer's fun personality.
What do you think is the more effective way of motivating someone to become friendlier and more hospitable toward customers? Would you say hiring a professional lecturer is necessary, or that direct orders from the boss could suffice? At our Hwagok branch, it appears that the sessions worked since the staff seem to have improved their attitudes when receiving patients. Renewme Skin Clinic is constantly searching for ways to provide a better experience for those who week our services; hopefully this will be evident when you readers and patients visit for consultation or treatment. ;-)
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