The Power of the Mystery Shopper

First of all, we’d like to say a big THANK YOU to all of you who came to support us at the dental showcase – we really appreciate it.

It’s been a couple of weeks since then and we’re having a great time catching up with old friends and getting to know new ones.  This week we’re in London and Birmingham meeting new practices and practices who are looking for great telecoms solutions that’ll improve their efficiency and give their image a real boost.  We don’t have a friends limit so join us on Facebook or Twitter to stay up to date with our day-to-day happenings. 

Mystery Shopper Calls

It’s time you dedicated some attention to the service your callers get when they dial your number.  Our mystery shopper calls have identified some dreadful instances of customer service.  More than one practice has answered calls with “Hi, thanks for calling, can you hold please?” before placing the handset down without waiting for a response.  We’ve been left listening to receptionists telling patients about poor oral hygiene or just having a friendly conversation between themselves!  At least you know the practice hasn’t hung up, right?  Well, I don’t know about you but I for one do not want to know about Mr Smith’s infection!  If you offer private work, I’m sure this is not the image you want to be portraying to new patients.  They’ll simply go to another practice where they will get the service they expect.  It’s not just private practices who should pay attention.  Just because a practice offers NHS treatment doesn’t mean they shouldn’t make an effort too.  After all, a happy patient is your best referral.

If you’d like to improve your telecoms set up, simply email us at sales@onholdcomms.co.uk or book your consultation by calling 0845 466 1222 now.

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