Call Center Basics For Drug Rehabs: Good Customer Service is King
Successful marketing brings in phone calls to your addiction treatment center. But what happens when the phones start to ring? Are you well prepared for those phone calls? It’s quite possible that they may be coming in at a rate you’ve never seen before, and your customer service skills should be up to par.
Your call center needs to be ready to turn phone calls into admissions. In this excerpt from Dreamscape Marketing’s whitepaper “10 Things You Should Know Before Answering the Phones at a Drug Rehab Center“ you’ll get some tips about making sure phone calls are productive for your drug rehab center.
Follow the Basics of Good Customer Service
Answering phones is all about customer service. Keep in mind that a startling 78% of consumers will default on a transaction or decline an intended purchase simply because they experienced poor customer service.
Everyone who answers phones for an addiction treatment center should adhere to best practices for phone representatives. These may seem fairly obvious. However, a surprising number of facilities don’t routinely adhere to them as they should.
When people buy products, price maybe everything. Quite often, customers will sacrifice customer service for the sake of a great price. In a service industry, such as drug rehab, the rules are very different. Good customer service isn’t an option—it’s a requirement.
Stellar customer service involves many components. However, sometimes the simplest things can have an extraordinary impact. At an addiction facility’s call center, the most important rule is to always answer the call within the first three rings. This may seem like common sense but when ignored, the rehab center stands a great risk of losing prospective patients before a conversation has even began.
Keep in mind that many callers have been researching treatment centers on their mobile devices and 71% of those mobile users are doing so from home. Many are calling on the spur of the moment from telephone links in your web pages. Calling another facility couldn’t be easier for them. It’s your job to make sure they don’t make that call.
Want to know more about how to increase admission rates at your addiction treatment center? Then you need to download Dreamscape Marketing’s Whitepaper entitled “10 Things You Should Know Before Answering the Phones at a Drug Rehab Center.” This exclusive whitepaper is a must-read for any drug rehab center wanting to improve conversion rates.