How to improve your customer service using Social Media

19th June 2019 | | Marketing, Social Media

Social media has opened up a whole new world for marketing and sales. Brands that stand out are the ones that respond swiftly, both to messages and reviews.

Doing it well can connect your practice with potential patients in a more sincere and intimate way than ever before. Great customer service almost always leads to greater loyalty and new patients.

1. Quickly Respond to Messages

Customers expect a quick reply through social media. When you receive a message from a patient, it’s important to quickly address their concerns and answer their questions. You should really be responding within 24 hours.

2. Respond to Every Review Respectfully

No matter how rude or untrue a review might be, you have to remain calm in your responses. Fighting back against a negative review will only make you look bad, and potentially result in more negative comments and responses from the reviewer. Take the time to ask them why they didn’t like your service. This will ensure the customer feels heard, and you might also learn something you hadn’t considered in the process. If you’re able to fix their problem it’s likely that you’ll turn them around, and they may even edit their review for the better.

3. Be Friendly, Respectful and Helpful

Whenever you interact with a patient online, be warm and welcoming. You can’t underestimate the power of appreciation. Patients want to feel loved, so the next time a patient says something positive about your practice or gives an employee a compliment, respond with a kind gesture.

4. Learn From Repeat Problems

You should keep a list or spreadsheet of any issues that arise and regularly look for patterns.

5. Ask for feedback

A big component of customer service is asking for and listening to feedback.

If you would like any further information then give the Dental Design team a call on 01202677277.

More posts from our team


Previous Post:
Next Post:

Back to all news

Reviews2019
Five Star
Reviewed Marketing
"The team at dental design (especially Rosie) are absolutely fantastic and are always on hand to help. They are professional, friendly and extremely efficient. Rosie always gets back..." KiKi Wilmot View Full Testimonial
"absolutely fantastic and are always on hand to help"
"Dental Design are fantastic to work with, our website is amazing and the support they provide is second to none. Our account manager Rosie L is a fabulous point..." Luke Lucas View Full Testimonial
"Dental Design are fantastic to work with"
"Having worked with the Dental Design team for the last six months, I've found them not only helpful, but friendly and approachable too. I bombard Marcus with regular..." Sophie Harper View Full Testimonial
"always met with a swift and professional response"