By Elizabeth Ziemba, President, Medical Tourism Training, Inc.
Of course customer service matters. But why?
Poor customer service – unanswered emails, ignored telephone messages, and short-tempered staff – can lose business faster than a shark can clear a swimming pool. In these difficult economic times, competition is fierce for prospective clients looking for medical and dental services. Don’t let your own business practices work against you!
It is well-established market research in all sectors, including health care, that one upset customer tells at least 11 other people who, in turn, each tell another 5 people about a negative customer service experience. That is a total of 67 people saying negative things about 1 poor customer service event. With the explosion of social media and people using services like Facebook and Twitter, these numbers are rising.
Can your business afford so much negative word-of-mouth publicity?
The good news is that unhappy customers can be turned into loyal, happy customers if you properly handle their concerns. Responding quickly to a negative customer service interaction can actually convert a disgruntled customer into a loyal client.
The bad news is that over 90% of customers who believe they have been treated poorly never complain. They just take their business somewhere else.
So, does customer service matter?
Not only does it matter but it is vital to creating and keeping happy customers who will give you more business and refer other people to you. Plus your company’s outstanding customer service can be a distinguishing factor that sets you apart from all the competition. Wouldn’t you like your business to be known for its exceptionally fine customer service?
Don’t Just Take Our Word On This Topic
Here’s what Richard Branson, founder of the Virgin Group and one of the richest, most successful businessmen on the planet has to say about customer service:
“Making customer service key to your organization will keep your employees motivated and your customers happy, ensuring enduring loyalty, business success, and most importantly, a more fulfilling and meaningful experience for all.”
It’s Not Just “Nice” – It’s Smart Business
Delivering high quality customer service requires that you and your staff have the skills and training to handle the wide variety of situations, personalities, and challenges that are part of doing business globally. That is why we created our online courses – Telephone Skills, Email Etiquette and Working with Upset Customers.
Based on our experience in the medical tourism sector, these convenient and affordable courses deliver the knowledge and skills you and your staff need to ensure that interactions with clients will leave them purring like kittens instead of roaring like lions.
Medical Tourism Training Inc. is a network of professionals providing training solutions for organizations in the exciting and rapidly growing field of medical tourism. Our online, on site and web hosted programs are tailored to meet your business needs. To succeed in medical tourism today, your team should learn and train together to consistently exceed customers’ expectations and achieve the goals you have set to become a leader in the industry.
The company is not affiliated with any association, company or group to ensure that we provide independent information to benefit our clients.
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