Using NLP to improve customer experience

Using NLP to improve customer experience

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The way you and your team interact with your patients is the difference between a fantastic or a frustrating patient experience.

Neuro Linguistic Programming (NLP) can help you and your team to transform what you offer to outstanding and memorable experiences for your patients so they become raving fans, your unpaid sales force and enable you to build the reputation and success you deserve by building patient loyalty and generating opportunities for patients to buy the best rather than the cheapest.

“NLP is the art and science of excellence, derived from studying how top people in different fields obtain their outstanding results” (John Seymour). NLP explains how your patient’s mind works and how you can use this understanding to change behaviours and achieve different and better results. NLP has been used successfully in business, for over 50 years, to increase sales, improve customer service and enhance relationships, now it is time for you to bring it into your dental practice.

NLP provides you specific tools and techniques that will improve customer service in your practice, here are 3 to use.

1. Define your outcome and make it measurable.

NLP provides a goal setting process call ‘well-formed out comes’, the first steps of which are

• Know what you want

• Define how you will when you have got it.

This makes the process of customer service both qualitative and quantitative. It will help you describe to your team what culture of customer experience you want to create and enable you to measure it The more specific and less vague you can be  with what you want, the easier it is for your team to understand and deliver resulting in a much clearer and positive environment, with less stress and confusion.

2. Model excellence

Modelling excellence is one of the most important concepts that NLP will bring to your practice. Modelling is the short cut to success,  and in simple terms it is mimicking success, so when you see customer service is being delivered at  the high level you would like elsewhere, such as a hotel, copy what they are doing.

To fully model excellence you contrast excellence with mediocre or poor, at a number of different levels

Environment- What facilities support or sabotage excellent customer experiences?

Behaviour – What behaviours help or hinder outstanding service?

Skills – What skills promote or prevent happy patients?

Values and beliefs – What beliefs and Values do you, your team and your patients hold that will influence your ability to deliver a high class service?

Identify – Who do you and your team and your patients, perceive themselves and others in the context of premier or poor customer service?

Purpose- What is the purpose of what you deliver and why your patients attends, and what impact does this have on how you treat your patients, your team and yourself?

3. Be flexible

If you are flexible you have more choices and the more choices you have the more chance you have of success.  “The computer says no” we have all had experience of the ‘jobs-worth’ person, who is so inflexible, and the inevitable result is frustrated unhappy customers.

How can you solve your patient’s problems, in a way that serves you and them?

If you would like to learn more about NLP in your practice, call 07989 757 884 or e mail Jane@iodb.co.uk

Join us at an introductory workshop

For more information  click here

http://www.eventbrite.co.uk/e/speak-the-same-language-as-your-patients-tickets-11255604817

What people like you have said about our NLP training

“Very Inspiring”

“It was really interesting and really informative”

“You learning the meaning of effective communication”

“Very Interesting and helpful for work”

“It was brilliant you must come to the next one”

“It was informative, interesting and enjoyable”

“Jane brings it to a level that everyone can understand Thank You”

“Came in a sceptic left with my eyes opened!!”

“It was brilliant!! I learnt a lot”

“It’s very helpful, and I learnt a lot!”

“Worth going to, good interactive learning”

“Good starting point for NLP and better communication skills can use skills straight away

It is so useful :)”

“Makes you aware of communication, importance of more than words”

“I always recommend Jane”

Call 07989 757 884 or e mail Jane@healthyandwealthy.co.uk

to find out more and start your NLP journey today.