How to improve the consultation quality of the hospital website customer service?

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Now each industry successively net, other place I do not understand very much. But in Shanxi Taiyuan, the most net is probably the medical profession. Taiyuan Medical Industry competition is increasingly white-hot, almost all hospitals have targeted online marketing sites, and some hospitals are independent operation of the department, each section has its own independent site. Why is everyone net so high? First of all, because of the restrictive factors of traditional media (such as newspapers, television, leaflets, etc.), more and more competition, the big investment may not be able to get high returns as before, the effect is not the same as before. Today's internet industry, is the rapid development of the stage, the network to its convenient and fast, real-time updates, low-cost and other characteristics, attracted people's unlimited attention and hot.

Online consulting, also known as online customer service, online chat, is a new generation of network business Instant messaging system, it is a Web site as a carrier for visitors to the website to provide convenient and efficient way of communication. General Hospital in the establishment of the site, there will be a dedicated online customer service consultants, responsible for the site with the patient to direct communication. Through the online customer service professional answers, strengthens the patient to the hospital the understanding and the trust, realizes the hospital doctor's appointment rate enhancement. The quality of the online customer service will directly affect the success of the site booking rate and the actual rate of visits. However, some hospitals do not give online customer service enough attention, the recruitment of personnel business quality does not pass, this can go to some hospital website, click on their own consultation under the clear. So what are the qualities of online customer service? Good website customer service and quality of consultation for a single important! Here I summarize the three golden rules of website customer service.

Improve the quality of the hospital website customer Service Consulting The first is to do the encyclopedia: the hospital to treat all aspects of the disease, to be gray often familiar with, symptoms, etiology, treatment, health and other aspects of all-round to understand, so that patients to consult related issues, can do perfect, Otherwise, patients will be suspicious of online customer service professionalism. This knowledge can refer to Baidu encyclopedia. My practical experience is that if you do not know a certain disease, in the consultation can open Baidu Encyclopedia, reply if encountered do not understand the place, or at any time to learn.

Improve the quality of the hospital website customer Service Consulting The second is to do have to answer: Online customer service in the consultation, the patient asked questions, do not dodge, should try to meet customer needs. Online customer service and patients only through verbal communication to increase understanding, patients ask the question, as long as not malicious harassment, or acrimony, customer service should be given professional, informative answer, so as to establish the trust of patients and hospitals, to reach the final treatment, here can be referred to the answer network. But some customer service does not do this, in particular, encountered some difficult to answer the question, customer service often choose to ignore the problem of the patient, direct bypass; or some customer service, not strong awareness of services, often do not pay attention to the problems raised by patients, just blindly promote their own treatment program, blindly let patients come to the hospital for treatment. These will lead to the patient's trust in the hospital declined, and even caused the patient's disgust. Of course, online customer service reply also must have certain skills, to some difficult questions of the answer, it is best to do early prevention, do know, do not panic. Online customer service in the consultation, pay attention to some of the skills of the reply. Here to share a few I prefer the website customer service consulting skills and experience of micro-blog.

1. What kind of person can be a good marketer? I boil down to the ability to discern human nature. There are early studies abroad, this ability is called empathy (transference, empathy, etc.), refers to the experience of others in the situation, the emotional feelings of others, the desire to have a feeling and understanding, can stand in other people's position to perceive, understand and maintain the personality, dignity and interests of others. Sentiment: This is very important for online customer service, after all, online customer service is directly related to people, we must have an understanding of all aspects of the patient.

2, the website consultant must learn to gossip. There is growing evidence that customer purchase decisions are based on what they think are important, true, and correct perceptions, rather than from rigorous, concrete, rational thinking or petty results. Specific gossip can penetrate into the customer's heart, to get emotional resonance, the customer's rationality will let the perceptual, thus to the consultant to generate more trust and dependence, and finally accept the referral. Sentiment: Website customer service in the embodiment of professionalism at the same time, the appropriate gossip will narrow the distance with the patient, so that the patient realized that the dialogue is a living, and is interesting people.

3, the network consultation is often asked, the same project, the same experts, the same equipment, the same in a city, why do you want expensive AH? I said if the hospital does not locate, if the hospital all communication including the site construction does not fully reflect this positioning, the network consultation will answer vague and feeble. There is only one unique and different from other hospital positioning, so that customers than no comparable and love to add, is the positive solution. Sentiment: Hospital material, online customer service must seize.

4, Beef noodle shop, suddenly heard a man roar: "I 20 dollars a bowl of beef noodles, how just a piece of beef?" The waiter came forward: "Sir, how many pieces would you like?" "It's going to be five or six bucks!" Man Road. The waiter turned to the kitchen and shouted: "Come out a master, help the customer cut the beef a few." Conclusion: Through the analysis and utilization of customer consumption psychology, we can improve customer satisfaction and promote sales under the precondition of controlling cost. Understanding: To understand the needs of patients, can be targeted to solve the problem.

Improve the quality of the hospital website customer Service Consulting The third is to achieve gold Customer service: Website customer service, emphasis on services, should always remember to serve customers, in good faith for the sake of customers, this aspect can refer to China Mobile's 10086 customer service. At present, what is the competition in all walks of life? Where does the brand come from? The answer is service. is a set, a series of dribs and drabs of service, from the patient online consultation appointment, to the actual treatment, as well as after the return of the maintenance and other aspects of the hospital to accumulate awareness and evaluation. Services should be carried out to all aspects of hospital behavior, to accumulate small into many, building blocks into the forest, just like everyone mentioned refrigerators, will think of Haier. My ideal is to make the hospital a person knows the brand, of course, this aspect of the work to do a lot, and is not a force can be completed. In this respect, if you have any good experience can share with me ah.

Today, there is not much to say, there is no example, but the individual to do the station when some small sentiment, to share with you, I hope to do with the medical website friends can communicate with each other to learn. I am Shanxi Taiyuan Seo Wang, the current optimization of the hospital website http://www.tyjmqz.com/, personal qq:534226792, I hope to do with the promotion of health care website or friends with the region add me QQ, mutual exchange of learning.