#3 Posted: 10 Apr 2009 19:12
I don't have any experience in your field, but I can tell you about some personal experiences in Doctors' offices, but I'll spare you.
I think the most important thing is to understand what's important to patient/client, other than proper medical/dental care.
You can gauge the customer experience by the number of referrals you receive, and the customer feedback - verbal and non-verbal. Do patients complain frequently? Do they complete the treatment plan? Do they compliment the staff? Is the doctor timely? The staff friendly? Does the patient feel welcome, comfortable, informed, etc.?
Your customer service meetings should involve discussions about your customer satisfaction goals, and your progress towards those goals, and any corrective measures you need to take to get you on track.
Your goals should support the objectives and mission of the practice. Once you've identified your customer satisfaction goals, you'll know your strengths and opportunities. Then, you can spend time recognizing your accomplishments and providing additional training to close the gaps.