Great customer service means following best practices like valuing customers’ time, having a pleasant attitude, and providing information to the presumably uninformed and also take things a step further to exceed — rather than just meet — expectations. These are the characteristics displayed by the staff at the Merebank Clinic.
The excellence begins at the gate with security officer; Ndileka Khatha, whose positive attitude extends a warm welcome to every client.This brilliant attitude somehow changes negative feelings and experiences into positive. Her effort does not stop at the gate, she voluntarily follows up on each patient, until they leave the premises. She is most remarkable; as last Thursday, she displayed grace under pressure when she handled an uncooperative patient with aplomb. Next is Seelan Pillay who treats each individual patient kindly, compassionately and patiently, and lovingly deals with geriatrics, and the many difficult challenges associated with the slow, painful loss of both mental and physical functioning that they each have developed.
The receptionist displayed extreme patience while multitasking and handling patient queries and requests adeptly.
The entire building is clean, pleasantly decorated and spacious, while all covid-19 protocol is adhered to.
Normally, service is the extent to which a service meets the customer’s needs and expectations. Whereas excellent service is when these experiences are surpassed and when customers feel that they have received that little unexpected extra in the shape of extra effort.
Sister Gordon and Mr. Perumal both anticipate their patient’s needs before they even articulate them to them while demonstrating a professional demeanor, confidentiality, and high regard for each patient’s wishes.
Sometimes that little unexpected extra can come in different shapes and forms such as a smile, a positive remark, random acts of kindness or the additional effort by a service professional going the extra mile. It goes without saying that; Merebank Clinic is an oasis of excellent service.
By: Lorraine Richards