The customer reception process at BeDental takes place according to the following steps:

Step 1: Welcoming and confirming customer information

• Proactively greet customers, always maintaining a cheerful and respectful attitude.
• Perform a slight bow to greet the customer, politely asking for their information:

• For customers with a prior appointment: Request the name and phone number used for booking to confirm.
• For walk-in customers: Ask for more detailed information (extracting information about needs and desires regarding examination and which services to support the Doctor).

Step 2: Consultation and conversation with customers

After identifying the customer’s basic desires or issues, staff proactively chat and gather more details before the customer meets the Doctor.

• Invite the customer to the waiting area and offer them water.
• Help the customer fill out information in the examination form.
• Identify customer desires: Which Doctor do they want to see? How long will the examination take?

Step 3: Arranging the examination room & Contacting the supporting Doctor

While the staff assists the customer with consultation, the receptionist will receive information and arrange the examination room as well as contact the Doctor to assist the customer.

• Customers will be assigned a Doctor according to the correct expertise.
• Customers will be provided with an examination space and room suitable for their age.

The complaint handling process standards at BeDental are clearly and detailedly regulated as follows:

Step 1: Receiving customer complaints

• Invite the customer into the waiting room or a table to share their feedback.
• Listen to the customer’s input with a respectful attitude.

Step 2: Investigating the incident and identifying the problem

• After listening to the feedback, staff need to delve deeper into the issue by calmly exchanging information with the customer.

Step 3: Providing solutions for the customer

• Once the customer’s issue is understood, if it falls within the authority of the complaint receiving department, it will be resolved immediately.
• In cases where the complaint exceeds the department’s authority, the issue will be submitted for opinion and intervention from higher management.

Step 4: Sharing with the customer and applying the solution

• Pay attention to the customer’s emotions, sharing and discussing whether the customer feels the resolution is reasonable and satisfactory.
• Implement the solution to resolve the customer’s complaint.

Step 5: Monitoring the resolution results and customer care

• Monitor the handling of the complaint and feedback to ensure the customer is satisfied and the issue is resolved properly.

Standards for staff when handling customer complaints:

1. Always comply with the complaint process.
2. Every complaint must be recorded throughout the process and resolution.
3. Respond and resolve complaints within the prescribed timeframe.
4. Listen to and respect the customer.

Customers are protected and supported before entering BeDental Dentistry

• Security guards at BeDental have their own designed uniforms.
• Maintain a polite and caring attitude when communicating with customers.
• Support with umbrellas, wiping vehicles, and giving directions to customers if necessary.

Receptionists welcoming customers

• Greet customers and confirm their information.
• Assist customers in checking and filling out the examination form.
• Arrange the Doctor and examination room for the customer.

Dental Assistants welcoming and supporting during the service process

• Chat and guide the customer on what step to take next.
• Always maintain a caring attitude toward patients, observing their expressions to understand their needs. Explain clearly before performing a new manipulation or step.

Doctors performing the service

• Smile and greet customers with a caring, friendly voice. Introduce yourself and invite the patient to sit or lie on the examination chair.
• Use simple, easy-to-understand language. Be cautious when using technical terms; if used, they must be explained clearly.
• During the process, the Doctor will chat with the customer to create a comfortable atmosphere. Always observe the customer’s expressions and attitude delicately and discreetly for timely handling.
• If customer information is already on file, it is MANDATORY to review the treatment progress and case history once more to absolutely avoid mistakes.

Post-service customer care

• Check on the customer’s condition after the service.
• Request customer feedback on the service as well as their satisfaction level after completion.
• Support by notifying customers of their follow-up appointment schedule before each visit.

Standards for information collection content and customer records

1. Customer Information: Name + Phone Number + Address
2. Service-specific information

Depending on the specific service, customers may need to provide additional necessary information (e.g., Health certificate,…).

Standard process for information collection and record storage

• Step 1: Request customer information.
• Step 2: Staff enter information into the system + Categorize information (records).

Customer information privacy policy standards

• Encryption standards related to customer information security according to ISO/FDIS 16059.
• BeDental commits to protecting customer information in accordance with the law.
• No use, transfer, provision, or disclosure to third parties without customer consent.
• Any disputes arising will be resolved through negotiation or by competent authorities.