Basic Areas of Customer Service in Medical Clinics

Abstract

A medical clinic has in its gears a series of very complex areas and activities. However, there is a tripod, where three areas do an indispensable work of support in order for any work process to happen. These areas are the telephone, the schedule, and the reception. The telephone is where the magic of words happens. This is basically because the sense clients use to “become aware” of the clinic’s message is the hearing. This way, what is said and how it is said makes all the difference. Besides, it is necessary to know and understand how to conduct a phone call in its different stages, so that it can get the best results to have success in the medical service. The work of scheduling must be planned and executed in a way to maximize the work potential of doctors. For this to come true, it is necessary to have technique and creativity. The reception desk is where the customer service happens face to face. At this moment, along with an effective verbal communication, other variables will also be observed by the client and will influence the perceptive image he or she will create of the clinic and its employees.

“What’s important is not to win everyday, but to fight.”

Saint Augustine (Catholic Bishop, theologist, and philosopher, born in Algeria, 354–430)