Professional Customer Reception

The first opportunity to interact with customers is during the appointment booking process. At this point, the call reception department must ensure:

• Possessing listening skills, conversing with customers, and correctly identifying their needs and desires.
• Thorough knowledge of all services and Doctor information, controlling the appointment schedule, and arranging customers into appropriate time slots.

Providing Full Amenities for Customers

Each BeDental branch provides full amenities to create a comfortable experience for customers, including:

• Free Wifi
• Aromatic essential oils
• Electronic games
• Free drinks and snacks
• Neck and eye pillows
• Warm blankets
• Stress balls
• Massage chairs
• iPads

Creating a Comfortable Environment

• Staff are always positive, friendly, and create a welcoming atmosphere for customers.
• The dental environment must always be hygienic, clean, and airy.

Focusing on Customer Experience

• Storing customer records in detail and ensuring the records are kept with the utmost confidentiality.
• Discussing with customers to clearly understand their wishes and concerns.
• Maintaining communication with customers during their visit and after they have returned home.

Empathizing with Customers

• Talking to customers to reduce anxiety or any feeling of unfamiliarity with the dental clinic.
• Sharing dental experiences with customers to help them understand the services and their own condition clearly.
• Delicately sharing with customers, without focusing heavily on their pain.

Creating an Interesting Experience for Customers

Bringing customers the brightest smile when experiencing services at BeDental:

• Providing publications, newspapers, and TV for customers to watch while waiting.
• Staff are always cheerful and open to starting conversations with customers.
• Thanking customers before they leave.

Transparency in Policies and Procedures

Every employee at BeDental is required to clearly understand all policies and procedures related to customers and the clinic. Furthermore, staff are trained to commit to providing accurate information to customers.

Customer Information Management

BeDental ensures that personal information, pathology, and treatment records (regimens) are always fully stored. This ensures that if customers need information or additional services after treatment, the customer care department can provide them promptly and accurately.

Customer Segmentation

Segmenting customers helps in scheduling care accurately according to the nature of each service. This particularly ensures that the person in charge of customer care has strengths or deep expertise in the specific customer group they are managing.

Building Relationships so Customers Always Feel Remembered and Respected

• Maintaining regular contact with customers through birthday wishes, holidays, New Year, and creating follow-up appointment reminders…
• Every care or concern message is personalized for each customer, based on their interests and habits…

Quick and Timely Issue or Complaint Resolution (if any)

When customers complain, it means they are extremely dissatisfied. The speed of the clinic’s resolution will increase the customer’s satisfaction level.

Collecting Customer Feedback to Improve Services

To demonstrate care and respect, BeDental sends messages to ask for feedback after each customer care session. This helps BeDental learn and develop further to provide an even higher experience for customers.

Using Dental Customer Care Software

BeDental utilizes a professional and scientific customer care software system. This supports accurate notification of appointment schedules and the customer’s oral care timeline.

Using Intelligent Automation Technology for Faster Service Delivery

BeDental not only invests in machinery and equipment for examination and treatment but also in devices that provide the best and most modern experience for customers.

Detailed Description: When interested in Porcelain Veneers/Crowns services, customers can view tooth color, shape, and size descriptions through BeDental’s specialized software.

Providing Car Pick-up and Hotel Support for Distant Customers

BeDental applies a car pick-up service for specific cases of customers using dental services. Additionally, hotel support is provided for customers to rest if the travel distance is too long.

Lifetime Consultation, Support, and Customer Care Services

Customers who have used services at BeDental will receive information storage support and a free post-service consultation and care package.

Service packages are divided into levels, with some care packages offering LIFETIME support.

Membership Cards and Promotions for Customer’s Relatives

For customers who have used services at BeDental, specific incentive policies are available not only for the customers themselves but also for their relatives.