You have received an email from a young mother, Amanda Miles. Who has just been diagnosed with diabetes.
She is enquiring what your prices are like at your specialist’s centre and what doctors you may have available that will be able to take her on as a new patient. She’s also enquiring to what extent the cost may be for her first time visiting and if there would be any rebate back from Medicare. She is also wondering if she will need a referral from her GP before seeing the specialist. She wishes to be seen as soon as possible as this new diagnosis is a bit daunting for her.
In responding directly to her email. Please consider the following points:
Identify and clarify customer needs and expectations using active questioning and listening skills.
Provide information on products and/or services that meet customer’s needs and expectations, including priorities for service delivery.
Offer promotions or enhancements to customer service based on the customer’s needs and expectations.
Address customer needs.
Seek assistance from required individuals when you cannot address customer needs
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