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Customer Service meetings

Author peachez022
#1 | Posted: 11 Mar 2009 12:53 

I am the office manager of an orthodontic office. We have a customer service meeting every 6 weeks and I need some new topics to discuss. Does anyone have any feedback???

I would appreciate any help as I have exhausted all my ideas.


Author KarenSB
#2 | Posted: 11 Mar 2009 15:24 
Not knowing what you have addressed makes it fairly difficult to offer topic suggestions, but keeping my opinion to myself has never been my strong suit!

How about a discussion on what processes and procedures the organization has in place that thwart the seamless delivery of service to your clients? Are there redundancies in your system that may have an impact that are no longer relevant given today's state of orthodontic affairs and new technology? Or perhaps are new technologies and/or new reporting requirements having a negative impact on your clients? (Like a new patient has to read through and sign five different health history forms).

Good luck!

Author TheCustomerServiceModel
#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.


Author ayaree
#4 | Posted: 27 Apr 2009 19:13 
Peachez, have you been back here? Have you seen your replies?

What has happened since you first asked about ideas you can incorporate into meetings at your office? Did anything change?

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 Customer Service meetings

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