📞😌 Small Office, Big Experience: Elevating Customer Service in Healthcare

By Editor, Concierge Medicine Today on September 9, 2025

According to available data from Business.com, small medical offices typically spend between $200 and $500 per employee on customer service training.

By Editor, Concierge Medicine Today

Wow, I think we can do better than that, right?!

Well, I recently sat down to talk about this topic with a Practice Administrator at a concierge medicine office and we had a wonderful early morning coffee chat about the importance of sending your team to events, training and conferences to boost morale and actually learn stuff that can help the practice and the Physician!

In healthcare marketing today, patient experience is crucial yet ideas about how to improve customer service in the practice are quickly dismissed as ‘That’s a good idea but …’ and instead delegated or neglected, despite the evidence to the contrary.

According to available data from Business.com, small medical offices typically spend between $200 and $500 per employee on customer service training, with the cost largely depending on the training format (online vs. in-person), the length of the program, and the specific provider chosen; however, this range can vary significantly based on the office size and location.

Patient experience shapes perceptions about your brand. The lack of formal customer service training for healthcare staff is concerning, especially since patients evaluate their experience based on initial interactions with your staff and other administrative personnel. According to Deel.com, small offices often budget a percentage of their payroll towards employee training, with a typical range being 1-3%.

Notably, a 2019 study by Modern Healthcare revealed a paltry investment of less than $1,296 annually per employee on customer service training for administrative personnel. That may sound like a lot of money and it is potentially for your practice but let’s look at what other customer-facing industry’s spend on the same topic.

In order from least to most hands-on, here are some figures about the average customer service training costs from Business.com. Your actual costs will depend on your location.

The purchase of customer service training materials:Spend as little as $100 or as much as $1,000.
An online course with on-demand video:You may spend as little as $10 per employee.
Customer service software:Costs may be as low as $80 for general customer service training software or as high as $1,000 for highly specialized training.
Virtual training with a live instructor:Your costs can range from $1,500 (for up to six people) to $2,250 for up to 24 people.
A full day of onsite in-person training:You’ll spend between $500 and $1,500 per employee and may incur business travel.

SOURCE: https://www.business.com/articles/pricing-and-costs-of-customer-service-education-and-training/

Did you know: the hotel industry typically spends between $1,200 and $6,000 per employee on customer service and hospitality training annually, with hourly roles averaging around $1,200 and management positions reaching up to $6,000 depending on their level of responsibility.[1]

Hopefully you can now see the need for redirecting some time, money and resources toward comprehensive customer service and hospitality training in your practice and will allocate certain parts of your budget to invest in your team.

Oh! Don’t forget, the 2025 Concierge Medicine Forum (www.ConciergeMedicineForum.com) is rolling into town from October 16-18, 2025.

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