Liftone Dermatology CS Training | Strengthening Customized Service for Patients

Hello, this is Liftone Dermatology.

We are not simply a place that provides treatment to patients. From the moment you visit until the moment you take your last step out, we regularly provide CS (Customer Service) training for all staff so that every experience can remain comfortable and positive.

What we always feel while meeting patients at every moment is that, just as accurate diagnosis and treatment matter, every moment experienced at the hospital is also important.

The theme of this training was “patient-centered communication.” Not only the medical staff, but also the overseas team, management team, nursing team, and front desk staff all took time to review and improve the way we communicate with patients, moving in the same direction.

Key points covered in the training

This training was not just an abstract discussion about “being kind.”

It addressed in very specific terms how to put sincerity into each moment when responding to patients.

• The power of listening

We practiced listening to patients until the end, not interrupting them in the middle, and conveying the message that we are paying attention through nodding and brief positive responses.

Just feeling that “someone is listening to me” can give patients great relief.

2. Language of empathy

The anxiety and fear patients feel during treatment vary greatly.

We learned that acknowledging feelings first with short sentences such as, “You must have been very worried,” or “That must have been uncomfortable for you,” is the key to building trust even before explanation.

3. Habits of positive expression

In medical settings, there are times when it is necessary to say, “That is not possible.” However, if the same meaning is expressed as, “We can help you with this method,” patients are much more likely to receive it positively. Through the training, we once again realized how important it is to continue practicing positive language habits.

4. Nonverbal communication

Making eye contact and providing reassurance through facial expressions and gestures are also essential elements. Patients often gain more trust from the attitude shown by staff and medical professionals than from professional explanations.

5. Handling complaints and concerns

In complaint situations, we learned that the key is to follow the sequence of “apology and empathy → identify the cause → offer a solution.”

It is much more effective to first acknowledge the patient’s inconvenience and then guide them through the solution.

Thoughts as the director

Through this training, I also reflected a great deal. As a doctor, accurate diagnosis and safe treatment are of course the top priorities, but if we fail to fully consider patients’ emotions in the process, the overall care experience may not be satisfying.

I was reminded once again that even one small conversation or one smile can give patients great strength.

I will not forget that, just as important as medical skills, a sincere attitude toward people is what truly matters.

Our promise moving forward

Liftone Dermatology will continue to grow so that it is not simply a place that provides procedures, but a hospital where patients can feel safe and trust us.

A warm word that eases patients’ anxiety

Careful explanations that make the treatment process easy to understand

Thoughtful attention that can be felt while waiting

We will regard every one of these moments as part of treatment and do our best.

A message of gratitude to our patients

We sincerely thank the patients who always trust us and visit us.

We hope that our small efforts can be a source of comfort and strength for you, and we will continue to repay that trust with more honest and warm care.

We will also always listen closely to patients’ voices and be with you through attentive consideration and sincere service that does not miss even the smallest details.

Thank you.