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CAP sum3D, not very smart
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<blockquote data-quote="Beatrice" data-source="post: 242188" data-attributes="member: 1017"><p>I find this topic quite interesting, first the broken machine is very funny (sorry for the owner) but that just show me that being a dental technician and a CNC specialist is 2 thing and some lab owner should learn it. Anyway <img src="data:image/gif;base64,R0lGODlhAQABAIAAAAAAAP///yH5BAEAAAAALAAAAAABAAEAAAIBRAA7" class="smilie smilie--sprite smilie--sprite2" alt=";)" title="Wink ;)" loading="lazy" data-shortname=";)" /></p><p></p><p>I have to say personally as a company you should NEVER use internet to say how you have done your best with your customer. It is the right of your customers to "bash" you on the internet, to say you gave him poor customer service, and it our job as business to ask ourselves "How we reach that point, the point where a customer is so frustrated that he take MANY of his personal time to go on a forum and yell at us. Probably the customer is 100% right as a matter of fact. Because I can tell you, we are all pissed by some company in life but to get to the point of saying publicly is because we are REALLY.</p><p></p><p>Now does it says that CAP have bad service, not really, just mean that they might not have find the proper way to deal with this particular customer and they should not answer on forum but call him. As matter of fact someone that have power in the company and start by : Hey I read your post on DLN, can we have 2 minute I would like to solve the situation and make you happy."</p><p></p><p>And you know the result of that : You will get one of your best loyal customers after.</p><p></p><p>Obviously I do not work neither for Schein or CAP and this is my opinion and that how I do with Panthera, I have seen customer having a bad experience with us, sometimes it happen and we don't have all the story behind it, but it is so simple to take the phone and just to change the rhythm by saying : alright we fail, now how can we work together to make you happy?</p><p></p><p>I am sharing my point of view this morning with you guys because I think this is a good word of advice also since you are probably all lab owners or do customer service within your job and you probably have similar problem with your dentist and customers. Don't tell yourself that they know nothing and are just a bunch of idiots, ask yourself where in the process the communication was not clear on what to do and what to expect.</p><p></p><p>Wishing it will help some of you guys</p><p></p><p>P.S.: To the original poster : maybe you should consider outsourcing, not having the whole story it hard to say, but for the few information I have, maybe milling and running a machine is not your force and you should focus on what you are good at, and I believe is being a very good dental technician <img src="data:image/gif;base64,R0lGODlhAQABAIAAAAAAAP///yH5BAEAAAAALAAAAAABAAEAAAIBRAA7" class="smilie smilie--sprite smilie--sprite2" alt=";)" title="Wink ;)" loading="lazy" data-shortname=";)" /></p></blockquote><p></p>
[QUOTE="Beatrice, post: 242188, member: 1017"] I find this topic quite interesting, first the broken machine is very funny (sorry for the owner) but that just show me that being a dental technician and a CNC specialist is 2 thing and some lab owner should learn it. Anyway ;) I have to say personally as a company you should NEVER use internet to say how you have done your best with your customer. It is the right of your customers to "bash" you on the internet, to say you gave him poor customer service, and it our job as business to ask ourselves "How we reach that point, the point where a customer is so frustrated that he take MANY of his personal time to go on a forum and yell at us. Probably the customer is 100% right as a matter of fact. Because I can tell you, we are all pissed by some company in life but to get to the point of saying publicly is because we are REALLY. Now does it says that CAP have bad service, not really, just mean that they might not have find the proper way to deal with this particular customer and they should not answer on forum but call him. As matter of fact someone that have power in the company and start by : Hey I read your post on DLN, can we have 2 minute I would like to solve the situation and make you happy." And you know the result of that : You will get one of your best loyal customers after. Obviously I do not work neither for Schein or CAP and this is my opinion and that how I do with Panthera, I have seen customer having a bad experience with us, sometimes it happen and we don't have all the story behind it, but it is so simple to take the phone and just to change the rhythm by saying : alright we fail, now how can we work together to make you happy? I am sharing my point of view this morning with you guys because I think this is a good word of advice also since you are probably all lab owners or do customer service within your job and you probably have similar problem with your dentist and customers. Don't tell yourself that they know nothing and are just a bunch of idiots, ask yourself where in the process the communication was not clear on what to do and what to expect. Wishing it will help some of you guys P.S.: To the original poster : maybe you should consider outsourcing, not having the whole story it hard to say, but for the few information I have, maybe milling and running a machine is not your force and you should focus on what you are good at, and I believe is being a very good dental technician ;) [/QUOTE]
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