积极开展客户管理 努力提高健康体检客户满意度

Develop the Management of Customers Actively and Upgrade the Degree of Satisfaction from the Customers Pursuing Health Check-up

健康体检有利润高、风险小的特征,具有非常好的市场前景。广州新海医院积极进行市场营销,开展客户管理,正确区分客户类型,建立客户资料数据库,合理确定客户组合,整合医院人力资源、业务流程及专业技术,对不同需求和消费层次的客户,采取不同的服务和管理策略,提供个性化、人性化的优质服务,主动搜集客户意见,认真处理客户投诉,不断改进医院健康体检工作方法,完善客户管理工作机制,使客户满意度不断提高,产生了良好的经营业绩,提高了医院的市场竞争力和品牌形象。

Health check-up bears the characteristics of high profit and low risk and has a bright future in market. Guangzhou Xinhai Hospital deals with market blitz and customer management, classifies correctly the types of customers, establishes customers＇ data, puts the customers into right groups, integrates human resources of hospitals, service process and special techniques, provides various personalized and human-based service and managerial policies according to different requirements of customers of different consumptive levels, collects actively the customers＇ opinions, deals seriously with the complaints from customers, continuously improves the working methods of health check-up and the working system of customer management. Now the customers are more and more satisfied with the service in the hospital. In return, the hospital gets a very good commercial result with a brand image, and is more competitive in the market.