How to improve customer service quality

Recently, I have been thinking about how to improve the quality of customer service. Every time I see other excellent customer service companies, I will learn from their experience and think.

I recently studied the customer service of a company in San Francisco, named one Jude, who has changed the way people make appointments to doctors. I made a careful study of their customer service and summed up the following 4 points.

1. From the outset to provide customers with a simple experience

If you visit one of Jude's websites, you will find that their website is designed to be very friendly. You can see all the doctors ' schedules in the vicinity and make an easy appointment, and the whole process is simple.

Experience: Let people you don't know visit your site, and if they can easily use it the first time they visit your site, you will succeed in the first step.

2. Let the user's waiting time become a kind of enjoyment

One Jude has excellent decoration design for each entity's business point. Their waiting area will be carefully designed to make the user feel comfortable. They let the user's waiting process become a pleasure.

Experience: Can your entity's business location reflect your business? Can you make the customer feel comfortable while waiting? Will your team be cordial to guests when they welcome them?

3. Cordial, informative medical experience

Each doctor in one Jude has a consulting room that makes the patient feel comfortable, and patient information and cases can be easily transferred from the Doctor's notebook. One Jude doctor will have a friend-like conversation with the patient and never be impatient for the patient to be perfunctory. Now, in most hospitals, doctors give patients up to 15 minutes to check.

Experience: Have you considered the attire of your sales staff? Do you regulate the tone of their visits to customers or calls?

4. Quick return visit follow up

At the end of the visit, one Jude doctor sends your prescription immediately to your chosen prescription and sends a message to the patient about the recovery.

In addition, the patient can send a message to the doctor to ask for treatment advice, and their doctor will reply within a few hours.

Experience: Have you thanked consumers after they purchased your product? Do you send a confirmation email to the consumer? Do you make a return call to the consumer by phone, email, etc?

No matter what your business, you should provide customers and potential consumers with the best value of the service, to their questions and suggestions for the fastest feedback, and also like us, the timely adjustment of customer service work.

(via INC)