Customer Service

Promoting Guest RelationsAtHillsdale Community Health Center

YOUR CUSTOMER”S REPORT CARD:

A = Dazzled

B = Pleased

C = Satisfied

D = Disappointed

E = Angry

Statistics show 1 in 4 customers are dissatisfiedOnly 4 out of 100 customers will tell you they are dissatisfied!

Why Customer’s Leave

1% Die 3% Move Away 5% For other Interests 9% Defect for Competitive

Reasons 14%Due to Product/Service

Dissatisfaction 68% Due to Treated rude,

Indifferent, Discourteous

Promote Customer Service

Behold the Turtle: He Only Makes Progress When He Sticks His Neck Out

Four Steps To Delivering Exceptional Customer Service Step 1. Evaluate, meet, and

exceed your customers expectations

Step 2. Keep your customers coming back for more

Step 3. Solve problems and turn complainers into company advocates

Step 4. Nurture yourself, so that you can be there for your customers.

““There is little difference in There is little difference in people, but that little people, but that little difference makes a big difference makes a big difference. The little difference. The little difference is attitude. The difference is attitude. The big difference is whether it big difference is whether it is is positivepositive or or negativenegative.”.”

-W. -W. Clement StoneClement Stone

Service Standards Specific descriptions of what is

expected of employees.

Applicable to Everyone

Observable – Audible

Clear & Concise

Memorable

Service Standards cont.

Ladies and Gentlemen Taking Care Of Ladies and Gentlemen

-The Ritz Carlton

Service Standards cont.

Don’t fight, make it right. -Hardee’s complaint-

handling policy

Service Standards

“The Ultimate Indignity Is to Be Given a Bedpan by a Stranger Who Calls You Honey.”

–Maggie Kuhn

Every employee is required to practice Gold Service and make Gold Service a part of the way they do their job.

(See Attached copy of Policy)

Service Standards cont.

Develop Organizational Service Standards

Identify Departmental Service Standards

Create Scripts When Necessary

Encourage Individual Signature

Individual Scripts

Departmental

Organizational

Who Are Our Customers ?

The Patient Patient’s Family and Friends Physicians (and others who refer

business) Insurance Companies/HMO’s

How Customers Evaluate Service

Tangible-What physical properties are evident

that indicate attention to quality?

Reliability-Are the services performed

consistent with the customers’ expectations?

Responsiveness-How ready and

willing are the service providers to deliver service?

Assurance-Does the customer feel safe,

secure, respected and cared for?

Empathy-What demonstrations indicate that

the organization and its people understand the customer’s specific needs and expectations?

Empathy Example From Walmart

Customers Know That You Are Empathetic When You:

C ustomers

H ave

A

N ame

T oo!

Where Do We Start? Self Awareness

Your role in public contact situations and how far your responsibility and authority extend.

Your own feelings, attitudes and beliefs and how these affect your relationships with customers and fellow employees

Your personal mannerisms, tone of voice, style of dress and so forth, and how these affect people’s responses to you and how you respond to them.

Your tendencies to act ineffectively or effectively in response to different kinds of people with different backgrounds, personalities and problems.

Project A Service Personality

Nine Ways Project A More Professional Image To Customers

Proximity- 18-24 inches

Eye Contact-Indirect eye contact can undermine trust

Silence-Use Vocal cues

Gestures- Illustrate & Explain

Posture- Lean in to show attentiveness

Facial Expression-Convey friendliness & openness

Physical Contact-Two-handed handshake

Smell-Beware of strong perfumes & colognes

Overall Appearance-Your customer defines appropriate

Body Language

S mile

O pen stance

F orward lean

T one/touch

E ye contact

N od/acknowledge

Develop Your Listening Skills

Seven Common Listening Errors:

Failure To Concentrate

Listening Too Hard

Jumping The Gun

Lagging Behind

Focusing on Delivery or Appearance

Omitting Adding

““Great Service does not simply Great Service does not simply appear out of thin air. It is an appear out of thin air. It is an often subtle process of often subtle process of discovery and response, and the discovery and response, and the surest form of discovery is to surest form of discovery is to listenlisten to the customer.” to the customer.”

Internal Evaluation Customer Service

Telephone Survey*

Focus Groups Written

Satisfaction Surveys (mail)

Mystery Shopper*

Comment Cards*

The Road To Service Recovery

Service Recovery=Returning an aggrieved customer to a state of satisfaction. Making a special effort to set things right.

Service Recovery

Customers don’t expect you to be perfect. They do expect you to fix things when they go wrong.

-Donald Porter

Senior VP, British Airways

“How To” of Service Recovery

Apologize Listen,

empathize, ask open questions

Fix the problem quickly and fairly

Offer atonement

Keep your promises

Follow-Up

The Case of the Large Fries

When Hans & Sara pulled into the drive-through lane of their local fast food restaurant, they expected quick service. Unfortunately, a mechanical problem left them trapped in a growing line of restless customers.

A loyal customer, Hans left the car to alert them of the problem. “Oh, is it broken again?” came the indifferent response. “Go back to your car. We’ll fix it”.

A slow 10 minutes later, Hans & Sara reached the service window. “How about a large fries instead of a small to compensate us for our inconvenience?” they asked. “No.” When Hans asked why not, the conversation quickly broke down. The service provider’s final response?

“Here’s your food and I hope you choke on it!”

Service BreakdownFive Reasons Recovery Is Critically

Important

1. It keeps the customer loyal.

2. It builds company profitability.

3. It decriminalizes problem identification.

4. It improves service quality awareness & teamwork

5. It identifies complaints by type & severity

Handouts

University Of Kansas Customer Service Expectations

Baptist Health Care’s Commitment To Co-Workers

HCHC Gold Service Policy

Closing Thought

“Treat the other man like a gentlemen not because he is, but because I am.”

-Benjamin Franklin