Every business that cares about its customers and has the vision to provide topnotch services for the foreseeable future needs to cultivate a unique customer service model. The benefits of having a useful model not only result in an increase in customer volume and improved satisfaction but also a considerable rise in revenue. The paper investigates the core tools of the customer service model used at Alliance ultrasound diagnostic center.
Service Philosophy
The guiding philosophy at Alliance diagnostic center is to offer exceptional value where customers experience engaging and guided imaging services and receive accurate findings in minimal turnaround time as they take charge of their health needs. It defines the actual service as an accurate diagnosis that improves health outcomes for clients. Ways to achieve this is to welcome the customer warmly with a smile, and say ‘Hello, how are you doing? Welcome to Alliance Center. How may I assist you? Then proceed to offer the client a seat and serve them water if necessary. The other step is to answer the client’s questions in the examination room as best as possible. Some may need reassurance after, or you may call someone to come pick them up. Staff should always thank the client.
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Service Standards
In-person meetings
Greet customers courteously and professionally, and call them by name often.
Actively listen to the customer’s needs and volunteer the relevant information. Explain the reason for any prior preparations. Build their confidence concerning other team members.
Anticipate the patient's needs and act proactively. Apologize if there are any delays.
Ensure privacy and confidentiality.
On the Phone
Respond quickly, after three rings.
Provide the center's name, identify yourself, and ask, 'How can I help you?'
Actively listen to the needs and offer assistance.
Transfer the call to the relevant department if need be.
Obtain permission before placing the caller on hold.
End the call courteously and professionally.
Service Map
Process: Scheduling appointments and reception
The customer calls to find specific directions.
The customer is given guidance using known landmarks.
The customer receives a message with directions.
The customer makes an appointment.
The customer is assured that that time is available, and the sonographer will be in.
The customer gets a clear response within fifteen minutes.
The
customer sends a message of inquiry on the Facebook business page.
The customer walks into the reception area.
The customer is welcomed and the receptionist clarifies the
Reason for their visit
The customer receives a message with a contact number in case of any more clarification.
Mediocre Services and Excellent Service
In the map above, steps two and five portray the offering of mediocre services in the sense that the organization is not proactive enough to pre-empt the customer's needs. Excellent service would consist of offering a clear response in step two and offering to make an appointment for the customer during the best hours. During step 4, after making the appointment, an excellent service provider should send the customer a Google maps pin and a message with directions.
Service Map with Excellent Service Blocks
Process: Scheduling an Appointment and Reception
The customer receives a clear response, is notified of necessary preparation measures. The customer is given available appointment times
The customer sends an inquiry message on the Facebook business page
The customer makes an appointment. The customer receives a location pin and office line contact.
The customer arrives at the clinic. She receives a warm welcome. Their details are confirmed at the reception. The customer is asked if they need anything and is served appropriately.
Service Outcomes
The outcomes of the customer service model are that customer will remain loyal and come for repeat visits. Once customers love how they are treated and the organization's transparency, they will refer to other individuals who require similar services. Thus, the sales volume will increase. There will be a creation of a unified and motivated workforce, which will increase customer satisfaction.
