Transcript Don Allen Customer Service

CUSTOMER SERVICE
TSTC – WACO
“BIOMEDICAL IN-SERVICE” DAY
SEPTEMBER 11, 2010
DON ALLEN – TEAM LEADER
METHODIST CHARLTON MEDICAL CENTER
2010 PRESIDENT – NTBA
INTRODUCTION

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WHO IS THIS GUY AND WHAT DOES
HE KNOW ABOUT CUSTOMER
SERVICE?
22 years experience – 4 years as field
service rep, 18 years in-house at
Methodist Health systems
#10 overall customer satisfaction 2009
*Ahead of Chaplains
What is Customer Service
What do we do?
Fix equipment or Fix
People?
What is Customer Service
Customer service is normally an integral
part of a company’s customer value
proposition. In their book Rules to Break
and Laws to Follow, Don Peppers and
Martha Rogers, Ph.D. write that
"customers have memories. They will
remember you, whether you remember
them or not." Further, "customer trust can
be destroyed at once by a major service
problem, or it can be undermined one day
at a time, with a thousand small
demonstrations of incompetence.“Wikipedia
Attitude
First impression is STILL very
important.
 It is very difficult to overcome a bad
first impression.
 Be Positive
 Be Understanding
 Exude Confidence, not arrogance

Timeliness
The clinical staff can’t do their job if
we don’t do ours.
 Do what you say you will do, when
you say you will do it.
 Many customers like to feel like their
equipment is the most important
thing on your agenda.
 Apologize for delays
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Communication
Communication may be the most
important aspect of Customer
Service
 Talk to your customer
 Assume nothing
 Give status reports
 Apologize for delays, (both yours and
your vendor’s).
 Too much information can be bad.
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Communication
“The equipment’s not fixed until the
customer is” – Puritan-Bennett
service training.
 If the customer’s perception is that
the equipment is broken, it is
broken.
 Follow-Up
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TRUST
Trust is earned, never given.
Remember, you are building a
relationship.
 Earn trust by performing – Period.
 Never lie to your customer.
 Trust has benefits.
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QUESTIONS/DISCUSSION