By Cindy Stephens
Customer service in your department should be a priority for the entire staff. Providing exceptional customer service is about understanding and responding to a customer’s needs and making them feel special. For imaging service departments, the customers are the clinicians who use the diagnostic imaging equipment.
Today’s technology, online presence and social media have made it easy to compare and reach out to competitors, making it more important than ever for imaging service providers to maintain positive customer service relationships. Imaging service departments are compared to competitors every day, and customer service is the first thing that can change a person’s opinion. Customers recognize great customer service and expect it more than ever before.
Efforts to improve communication and deliver the best possible customer service can lead to high levels of customer satisfaction and retention. It is important to build loyal and long-term customer relationships. Retaining customers with continuous repeat business is key to any service organization’s survival. Excellent customer service is the most important reason why customers return to any business, and competition is tough in the health care industry.
Sometimes there are unavoidable delays when it comes to repairs such as another piece of equipment might have priority or the imaging service professional may be waiting on a part to arrive. When delays do occur, it is important to communicate with the customer and keep them updated on the status of the repair.
Alerting a customer that there is a delay will ease some of the tension of waiting and lets them know that you have not forgotten about them. These little things are very important and should be part of the standard policy of any department.
Customers need to feel important and valued. Strive to create a partnership with each customer by demonstrating your sincere desire to meet their specific needs and requirements. Make every effort to improve interpersonal communication. Do not rely on emails or voicemail messages but personally communicate with each customer.
You can deliver exceptional customer service by knowing the customer’s specific expectations and by showing sincere interest and compassion for the customer’s specific issues. This makes a significant difference in their perception of the quality of service they receive.
Customers need to know that they can depend on you and your organization for immediate and quality service. Provide timely and regular updates to customers – especially if you are working on an equipment failure. Keep your customers in the loop and provide status updates quickly. If a customer has to call you for a status update, you risk losing their loyalty.
Don’t make excuses such as “it is our policy…” and do not place responsibility on someone else. If it is something you cannot answer, let your customer know that you do not know right now, but will certainly provide them a response as soon as possible. Be sure you take the appropriate action and don’t delay in responding to the customer personally. Customers need to know you are sincere and will get the job done for them.
Never be controversial or negative in dealing with upset customers. Exceptional customer service is taking time to understand the customer’s concern. It is so important to connect with your customer on a personal level, and to listen to their concerns entirely rather than cutting them off with excuses. Show compassion and concern for your customer. Building long-term relationships with your customers is important. When you have gained your customers’ trust with sincere and honest efforts, you will develop loyal customers. Delivering on a promise will establish a reputation for reliable and consistent customer service.
As an imaging service provider, ensure you keep up-to-date on your technical and communications skills. Become known for your expertise and ensure you continue to share your knowledge with your customers as well as your peers and other staff members. By investing in your on-going technical education, whether through online courses, equipment manufacturer training or conferences and seminars, you will build on your expertise.
Other ways to ensure excellent customer service is to greet customers in a pleasant and professional manner. Never appear rushed or frazzled. Always ensure you are dressed for success, and maintain a positive, friendly attitude – no matter how tough a day you may be having. Demonstrate your sincere desire to be helpful, providing polite and professional customer service. Remember that first impressions last forever. Customers should be treated with respect. Additionally, ensure you treat all members of the staff like you would your customers. Good manners start at home and, in this case, your organization.
Customers want exceptional and personalized customer service. Little things will help make your service stand out, too. A firm handshake, courteous greeting, a holiday treat or a hand-written thank you card all make a positive impact.
Be proud of what you do and demonstrate exceptional customer service to build loyal customers.
