Describe the three different instances where Monica provided high-quality customer service. 2. If you were working with Monica, what additional ways could you provide exceptional customer service?

Monica, the medical office manager, opens the door to Clear Skin Dermatology at 10 am and a patient is waiting outside the door. “Good morning,” Monica says as she greets the first patient of the day. “Good morning,” the patient responds in an irritated tone. “Would you like something to drink? I have some chilled water bottles,” Monica asks. “No thank you! It would have been nice for you to notice that I was freezing outside while I was waiting for you to open the door. Why do you open so late, anyway?” sneered the patient. Monica smiles at the patient and says “My apologies. I was working in the back to prepare for your appointment today and I didn’t know you were outside waiting in the cold. It reminds me to keep an eye out for patients in the morning who might be waiting as well. Can I offer you a hot cup of coffee?” The patient feels heard and accepts the coffee and sits patiently waiting to be called. Meanwhile another patient comes in the door. Monica greets her with a friendly “good morning.” The patient comes over to the front desk and starts speaking quite loudly about her concerns about how much her insurance will pay for the service she has scheduled today, Monica asks the patient in a soft voice, “Would you like to join me in this private conference room to discuss your concerns and contact the insurance company to find out how much you will be responsible for?” The patient agrees with Monica and follows her to the back conference room. Later that morning the first patient approached Monica praising her for their interaction earlier. The patient admitted that she had not had her coffee yet and may have been a little grouchy. Monica takes the opportunity to accept the praise and encourages the patient to complete a simple 5-minute survey before she left. The patient was happy to comply! Monica also encouraged the patient to visit the Clear Skin Dermatology Facebook page to share her positive experience. 1. Describe the three different instances where Monica provided high-quality customer service. 2. If you were working with Monica, what additional ways could you provide exceptional customer service?