Many patients and consumers do not actively think about the customer care they experience daily unless their interactions are less than cordial. Due to the expense of services and the general anxiety associated with visits, a dentist’s office should have a professional yet welcoming customer care. Customer care does not only include the secretary and receptionist of the office, but must include all employees, hygienists, and dentists within the facility. Although answering phones, filing paperwork, and dealing with equipment is vitally important to the structure of an office, people should always come first.
Calling a patient or sending them a friendly reminder of an appointment helps to keep the office on track while helping people remember theimportance of maintaining regular dental care. During the day of the appointment, greeting patients, whether new or existing, with a friendly smile creates a welcoming environment. A customer service agent should be:
- Friendly Warm
- Welcoming Helpful
- Patient Alert
- Informative Respectful
As a way of serving patients, a customer care representative should address any concerns while providing clear instructions for paperwork, procedure, or payment. A dentist often uses technical or medical terminology, which may be overwhelming to some clients. As an advocate of customer service, a dentist’s employees should breakdown confusing concepts or procedures to help patients understand their oral care. It is vitally important for patients to feel and be respected while they pay for services and place their dental care in a professional’s hands. The American Dental Association recognizes a standard of care and tests products that dental care professionals provide to the public. To read more information about the ADA, follow the link by clicking HERE.
A dentist’s office should be current with updated technology and equipment for painless and accurate procedures. Mouths and smiles are high priorities to overall well-being and self-confidence. Don’t fully rely on review platforms, such as Yelp, to choose a dentist for routine cleanings or specialized services. Trust friends and family to recommend their dentists, or consider testimonials on a dentist’s websites. Dr. Ash at Studio City Dental Care, located in Southern California provides all patients with professional and friendly care for any procedure or service. Treating patients in the Sherman Oaks, Burbank, and Toluca Lake areas, Dr. Ash always ensure the highest quality of customer service. Call the office to speak with a dentist or a customer service representative to better understand the full scope of services offered.
By Alexander Ash, DDS
Dr. Ash is the founder of Studio Dental Care. He earned his Doctorate at the University of Maryland School of Dentistry, followed by two General Residencies at New York-Presbyterian / Weill-Cornell Hospital and the UCLA Sepulveda VA Hospital.