As eye care professionals our fundamental duty is to help the client to see well. Opticians have to pay more attention to customer service as the competition gets tougher and tougher in the optical branch. Since eye examination is the cornerstone of opticians’ work, the examination should be as pleasant and comfortable as possible for the client. It is important that the results of the study can be used for enhancing the customer service skills of opticians in everyday basis.

The aim of the study was to describe how adult clients experience eye examination and customer service during the examination. We also wanted to find out how to improve the eye examination from clients’ point of view.

In our study we used a quantitative method. The data were collected with questionnaires which we handed out to eye examination clients. We got 45 informants for our study. We analyzed the data with the computer program of SPSS 19 for Windows.

Results indicate that the eye examination was experienced as a comfortable situation. Especially the good quality of customer service and a professional optician made the situation pleasant. The interaction between an optician and a client was considered good. Nevertheless, the optician was expected to tell more about the phases of the examination. The time spent for the eye examination was considered appropriate when it lasted 20-30 minutes. Calmness was valued during the examination.

As a conclusion, clients are rather pleased in the customer service during eye examinations. Nonetheless, opticians could enhance their customer service skills by paying more attention to the client. These conclusions are not generalizable because we did not use a random sample method in our study.