Lead: Do you know how plastic surgery hospitals can do better customer service? I'll sort out the relevant articles for you, welcome to read! I hope it will help everyone!
How to do a good job of customer service in plastic surgery hospital
1, all customers are treated equally, mechanical maintenance. There is nothing wrong with the service concept that "customers are God", but not all customers can be your God. According to the "28 Law", 80% of hospital profits come from 20% of customers. If your hospital is not like this, it means that there is something wrong with the hospital's customer service. Also, when doing customer maintenance, we use the same mechanical words to make customers feel cold, just like accepting the service of a machine. Medical aliens think it is the stupidest thing to ask consultants and customer service staff to use a unified voice! We are not China Telecom. We are a monopoly industry, and we can force our customers to endure cold mechanical services.
2. Pay too much attention to short-term interests and not enough humanistic care. It is manifested in the over-development of consultation process, the lack of humanized service during operation, the lack of psychological counseling after operation, and the concern for customers' wallets rather than their feelings. Plastic surgery is a process consumption, unlike other medical services, as long as the result is good (the disease is cured), so the emotional needs of beauty seekers are particularly complicated, and services that do not pay attention to emotional needs are useless.
3. The same customer has overlapping maintenance. Because performance directly affects salary income, different positions in the hospital will strive for customer resources as much as possible, so the same customer sometimes receives greeting calls from power grid consultants, on-site consultants, nurses and customer service specialists at the same time in one day. The most unbearable thing is that they all say the same thing! This situation not only can't maintain the customer relationship, on the contrary, it will only make customers feel disgusted and finally choose to leave.
4. Afraid of customer complaints. Many consultants or customer service personnel either perfunctorily comfort customers or push them to relevant departments for handling. They can't help her solve problems from the customer's point of view. In fact, it is more useful to call 100 than to help the customer deal with her dissatisfaction.
How to maintain the feelings of guests, so that customers can continue to consume or recommend guests?
1, do a good job in customer analysis and implement ABC classification management for customers.
Key customers should focus on maintenance, and the contact frequency and maintenance methods should be different. In addition to normal work contact, sometimes emotional contact is needed outside of work. For example, you can invite several customers with the same hobbies to have an outing, karaoke and SPA.
2. At ordinary times, the detailed files of customers should be established.
This is not the same as the medical records. Need to collect all kinds of information about customers, including marriage, work, hobbies, living habits, taboos, and the content of each chat. Only by establishing such detailed files can we maintain the customer situation in a targeted manner. A beauty seeker told me a story. One day, she received a phone call from a consultant in a plastic surgery hospital. The consultant said, Sister Wang, you should have a holiday today, right? Sister Wang was surprised and asked how do you know? The consultant said that you told me during the last operation and it was marked on my desk calendar. Last time, you also said that your stomach was swollen during your menstrual period recently. I met an old Chinese doctor yesterday and asked him about you. He gave me a small prescription. Let me send it to you after work. Sister Wang told me that her eyes were moist after hearing this, and she said that she must help the consultant introduce some friends to do skin care. This short story is the best interpretation of humanistic care in customer emotional maintenance.
3, the hospital internal division of labor should be clear, in the establishment of customer service processes and norms, to put forward different requirements for different stages.
Within one month after operation, the maintenance of the customer's condition should be based on the department, one month later it should be handed over to the consulting department, and one year later it should be maintained by the customer service department. No matter which position is used for customer return visit, it must be registered in the information system in detail.
4. We should bind the interests of old customers with the hospital, so that every old customer can become a hospital promoter.
At present, many hospitals have implemented membership management, and it is not enough for old customers to enjoy preferential treatment through points and discounts! Not only should the old customer get preferential treatment in consumption, but she should also get more benefits while spending. Introduce customers to give benefits in return, and even extend to offline, similar to direct sales. This mode will definitely break the traditional membership management mode, and make the outpatient service and performance of the hospital continue to rise.
With the intensification of market competition, plastic surgery institutions will pay more and more attention to the maintenance of old customers and the application of word-of-mouth marketing, and doing a good job in customer service is the basic premise. Customer service covers a wide range of contents. In the past, most of us were in an extensive stage and lacked the attitude of "intensive cultivation". How to truly establish a "customer-centered" excellent customer service system, establish a good reputation with good experience, and enhance customer stickiness is an important topic worthy of consideration and discussion in the medical and aesthetic industry.
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