Transcript Customer Service

Harnessing a
Customer
Minded
Workforce
Customer Service
Challenge your paradigm of customer
service...
Foster a culture of
customer service excellence
Customer Service Excellence
Customer
Any person needing any service from any
employee at anytime.
Service
Work, information and assistance which fulfills the
customer’s need(s).
Excellence
Consistently meeting and often surpassing the
customer’s expectations in the provision of
services.
Customer Service Excellence
Model
Personal Accountability
Personal Accountability
Who made that mistake again?
When am I going to get the training I need?
That’s not my job!
Why do I have to sit through this training?
Personal Accountability
Negativity
Tension
Create fear - eggshells
Build walls between customers
Personal Accountability
Accountable questions:
• Begin with “what or how”
not “why, when or who”
• Contain an “I”
not “they, them, we or you”
• Focus on solutions not problems
Personal Accountability
How can I improve the situation?
What solution can I provide?
How can I do my job better today, with the
resources I do have?
What can I take away from this training?
Personal Accountability
Improving processes
Enhancing interpersonal
interactions
Professional Communication
Verbal
Non-verbal
Professional Communication
Prompt
Give customer control by
creating options
Respectful & Polite
Avoid “can’t” and “policy”
Appropriate volume
Use the customer’s name
Use positive words
Professional Communication
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Situation: caller wants confidential
information
Avoid: “we can’t give you that information,
our policy is to only release that
information if we have a signed release.
Try: “the way we prevent our patients’
confidentiality is by releasing that
information only with a release form
signed by the patient.”
Professional Communication
“What you do speaks so loudly, I cannot
hear what you say.”
- Ralph Waldo Emerson
Professional Communication
Eye Contact
Smile
Personal Appearance
Work Area
Open, friendly and
focused body
language
Sincere and
enthusiastic tone of
voice
Platinum Rule
Prioritize
 Prioritize people over tasks
 Prioritize patients first
 Make people feel important
Platinum Rule
Empathy
The ability to identify the feelings and
perspectives of others
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Listen to verbal and non-verbal cues
Recognize your customer’s circumstances
Ask pertinent questions
Platinum Rule
Respect
 Each customer has an unique character
 Appreciate their individuality and
differences
 Respect makes others feel important
If you are going to achieve
excellence in big things,
you develop the habit in little matters.
Excellence is not an exception,
it is a prevailing attitude.
Colin Powell