Blach Edward L
Dr. Ed, Inc., PO Box 1341, Monument, CO 80132, USA.
Vet Clin North Am Equine Pract. 2009 Dec;25(3):421-32. doi: 10.1016/j.cveq.2009.07.001.
This article explores customer service in equine veterinary medicine. It begins with a discussion about the differences between customers and clients in veterinary medicine. An overview of the nature of the veterinary-client-patient relationship and its effects on the veterinarian's services sheds light on how to evaluate your customer service. The author reviews a study performed in 2007 that evaluated 24 attributes of customer service and their importance to clients of equine veterinarians in their decision to select a specific veterinarian or hospital. The article concludes with an overview of how to evaluate your customer service in an effort to optimize your service to achieve customer loyalty.
本文探讨了马科动物兽医学中的客户服务。文章开篇讨论了兽医学中客户与顾客之间的差异。对兽医-客户-患者关系的本质及其对兽医服务的影响进行概述，有助于了解如何评估你的客户服务。作者回顾了一项2007年进行的研究，该研究评估了客户服务的24个属性及其对马科动物兽医客户选择特定兽医或医院的决策的重要性。文章最后概述了如何评估你的客户服务，以优化服务从而实现客户忠诚度。
