Dr. Sarah Fazy
Director

Q: How significant is customer excellence in relation to wellness care?

A: Customer excellence is highly significant at 360 Wellness as it directly impacts the overall patient experience and satisfaction. In the context of wellness care, which often includes services related to physical and mental wellbeing, a positive customer experience contributes to better outcomes.

Patients are more likely to adhere to treatment plans, engage in preventive care and seek support when they feel valued and supported. A wellness focussed approach emphasises personalised care, effective communication and a holistic understanding of an individual’s health needs.

Achieving customer excellence in wellness care fosters trust between doctors and patients, leading to improved overall wellbeing and a positive impact on long-term health outcomes.

Q: What is your assessment of today’s consumers and their needs?

A: Customers in the skin clinic sector today are more interested in customised skincare solutions and looking for services catered to meet their specific requirements.

The sector is seeing a shift towards holistic methods that address issues with overall skin health as well as aesthetic concerns.

Additionally, there is increased digital engagement where clients are seeking more information, reviews and skincare education through social media platforms.

Q: In what way has customer communications changed in recent times?

A: In recent times, we at 360 Wellness have adopted digital channels for customer communications, enabling online appointment scheduling, virtual consultations and followups.

Furthermore, social media platforms are often used for educational content and engaging with clients. This shift towards digital interactions enhances accessibility and convenience for customers in our clinic.

Q: What is your organisation’s approach to communicating with customers?

A: We use feedback mechanisms by establishing channels for feedback to continuously improve services based on customer experiences.

As a result, we go live and display actual client treatments in order to raise awareness and increase visibility for a better understanding of our offering to our potential clients since most Sri Lankans are unaware of the treatments we offer.

Moreover, we respond promptly to customer inquiries, whether through phone calls or social media, to address concerns and provide support immediately.

Q: In your view, what role does technology play in achieving customer excellence? And how does your organisation leverage technological advancements?

A: At 360 Wellness, using cutting-edge, advanced cosmetic medical treatments – such as micro-needling, radio frequency technologies, laser treatments and the use of digital skin analysis – further elevates our clinic’s offerings.

Additionally, regularly updating equipment and adopting innovative solutions ensure that we stay competitive and provide topnotch service to our clients.

Q: What are the organisation’s plans for the future?

A: We are hoping to strategically expand our horizons and be innovative through exploration, and make learning an ongoing process with continuous development.

At 360 Wellness, our plan is to offer numerous nonsurgical, cosmetic surgeries and hair transplants.

Furthermore, our latest announcement is the most exquisite and luxurious aesthetic centre at Havelock City Mall named 360 Aesthetics, which has a range of beauty treatments from nails, manicures and pedicures, to massages and facials, and so on.

 Telephone: 7550099| Email: admin@360bydrcherry.com | Website: www.360bydrcherry.com