Ms Younis is a lovely dentist, she is caring and considerate and also welcoming with a smile.
If only the same could be said for the receptionist working.
This would have been a 5/5 excellent rating if I hadn’t had experienced what I had.
I arrived 8.20 at the door, outside I saw it said it opens at 9 so I tried to make eye contact with the receptionist to check my appointment was correct or if I’d be waiting till 9, she didn’t listen to me, just stormed, over shook her head from side to side in an angry manner and waved her arms about saying no no no, all I wanted to know is if I was correct, I wasn’t asking to come in, anyway after her outburst she just walked off ignoring me, I then saw the other sign saying it opened at 8.30 so I went back in the car.
8.30 came so I approached the door, she seemed really unhappy I was there waiting to get in, like it had put her out, anyway she literally unlocked the door, never pulled it open or said good morning or welcomed me in any way.
I found that really rude and she made me feel I wasn’t welcome there.
It doesn’t cost anything to be pleasant or helpful.
Maybe the reception shop would find some coaching in customer services helpful. If I’d been the one opening up firstly I’d have listened to the customer's question instead of shaking my head and flapping my arms around and secondly, rather than just unlock the door and walk off, wouldn’t it be a much nicer experience for her to have uncooked the door, opened it and said good morning, how are you with a smile.
It is a very nerve-wracking experience for me at the dentist so some care and compassion wouldn’t go amiss.
The other ladies and other receptionists are absolutely lovely and helpful, it was such a shame to encounter this on Mon 23/10.
Reply from Northgate Dental Practice
Good morning and thank you for your feedback.
I would firstly like to apologies for the experience you had relating to our front of house, this is not acceptable and something that will be brought up as a matter of urgency. Of course, as a manager, my main priority is to provide the best customer care and service as a practice, somewhere not many people enjoy coming and again, would like to apologies that this was not received on this day.
I hope, when you come back in 3/6/12 months for your next appointment, you will of seen an improvement, without yours and others feedback, we are unable to move forward and grow as a practice.
Again, thank you and look forward to seeing you soon.
Practice manager
Overall, how was your experience of our service?
Good
