The ritz carlton standard
What makes the Ritz Carlton THE RITZ CARLTON? Why do they consistently provide the gold standard in customer service? Let's
Customer service is the key
• "What a lovely smell"
• Ask anyone and they will tell you
Understand the culture of your practice
Every veterinary practice, in fact every business has a culture. If you had to use five words to describe the culture of
your practice, what would they be?
Training is essential
Implement a customer service training program
• All team members should undergo extensive customer service training BEFORE they come in contact with clients.
• Experience the level of service you want to provide firsthand.
• a customer service training program
The risks we take in not providing customer service training
• Customer Service Gone Wrong
o Automated phone systems
o Inappropriately placing callers on hold
o Not having food or medication orders ready
o Failure to return calls
o Too busy to properly care for your patients and clients
o Lack of client bonding
What happens when you exceed your client's expectations?
• It is almost impossible to do too much for your clients. Excellence is contagious!
• What are five things that you do in your practice that exceeds your client's expectations?