Making the Change from Lab Mentality to Customer Service...
Transcript of Making the Change from Lab Mentality to Customer Service...
![Page 1: Making the Change from Lab Mentality to Customer Service ...dn3g20un7godm.cloudfront.net/2011/AM11SA/142.pdf · Making the Change from Lab Mentality to Customer Service Mentality](https://reader036.fdocuments.in/reader036/viewer/2022070803/5f030bcb7e708231d4074492/html5/thumbnails/1.jpg)
Making the Change from Lab Mentality
to Customer Service Mentality (Part 2)
Susan R. Besaw, MBA, MASCP, SCT(ASCP)
2011 ASCP Annual Meeting
![Page 2: Making the Change from Lab Mentality to Customer Service ...dn3g20un7godm.cloudfront.net/2011/AM11SA/142.pdf · Making the Change from Lab Mentality to Customer Service Mentality](https://reader036.fdocuments.in/reader036/viewer/2022070803/5f030bcb7e708231d4074492/html5/thumbnails/2.jpg)
Audience Response Time
What is your role?
A. Pathologist
B. Laboratory Professional
Lab Director/Manager
2011 ASCP Annual Meeting
C. Lab Director/Manager
D. Customer Service, Logistics or Support
![Page 3: Making the Change from Lab Mentality to Customer Service ...dn3g20un7godm.cloudfront.net/2011/AM11SA/142.pdf · Making the Change from Lab Mentality to Customer Service Mentality](https://reader036.fdocuments.in/reader036/viewer/2022070803/5f030bcb7e708231d4074492/html5/thumbnails/3.jpg)
What is your role?
25%
25%
A. Pathologist
B. Laboratory Professional
C. Lab Director/Manager
2011 ASCP Annual Meeting
25%
25%
C. Lab Director/Manager
D. Customer Service, Logistics or Support
![Page 4: Making the Change from Lab Mentality to Customer Service ...dn3g20un7godm.cloudfront.net/2011/AM11SA/142.pdf · Making the Change from Lab Mentality to Customer Service Mentality](https://reader036.fdocuments.in/reader036/viewer/2022070803/5f030bcb7e708231d4074492/html5/thumbnails/4.jpg)
“The jump is so frightening
between where I am and
where I want to
be…because of all I may
become I will close my
2011 ASCP Annual Meeting
become I will close my
eyes and leap”
–Mary Anne Radmacher
4
![Page 5: Making the Change from Lab Mentality to Customer Service ...dn3g20un7godm.cloudfront.net/2011/AM11SA/142.pdf · Making the Change from Lab Mentality to Customer Service Mentality](https://reader036.fdocuments.in/reader036/viewer/2022070803/5f030bcb7e708231d4074492/html5/thumbnails/5.jpg)
Review from Part 1
� Value disciplines
� “Customer focused” recruitment strategy
� Actions that foster a “customer focused”
culture
Making the Change from Lab Mentality to Customer Service Mentality (Part 1)
2011 ASCP Annual Meeting
� First impression and non-verbal communications
� Telephone communications
�Phrases to avoid
�Supportive workplace interactions
�Professional work ethics
5
![Page 6: Making the Change from Lab Mentality to Customer Service ...dn3g20un7godm.cloudfront.net/2011/AM11SA/142.pdf · Making the Change from Lab Mentality to Customer Service Mentality](https://reader036.fdocuments.in/reader036/viewer/2022070803/5f030bcb7e708231d4074492/html5/thumbnails/6.jpg)
Objectives
� Develop skills for diffusing difficult customer
interactions
� Define the four components of the H.E.A.T. Model
� Identify tools that foster culture change
Objectives
2011 ASCP Annual Meeting 6
![Page 7: Making the Change from Lab Mentality to Customer Service ...dn3g20un7godm.cloudfront.net/2011/AM11SA/142.pdf · Making the Change from Lab Mentality to Customer Service Mentality](https://reader036.fdocuments.in/reader036/viewer/2022070803/5f030bcb7e708231d4074492/html5/thumbnails/7.jpg)
Audience Response Time
Which Character most represents you?
A. Tigger
B. Eeyore
C. Eeyore in a “Tigger Suit”
2011 ASCP Annual Meeting
C. Eeyore in a “Tigger Suit”
D. Don’t Know
![Page 8: Making the Change from Lab Mentality to Customer Service ...dn3g20un7godm.cloudfront.net/2011/AM11SA/142.pdf · Making the Change from Lab Mentality to Customer Service Mentality](https://reader036.fdocuments.in/reader036/viewer/2022070803/5f030bcb7e708231d4074492/html5/thumbnails/8.jpg)
Which Character most represents you?
25%
25%
A. Tigger
B. Eeyore
C. Eeyore in a “Tigger Suit”
2011 ASCP Annual Meeting
25%
25%
C. Eeyore in a “Tigger Suit”
D. Don’t know
![Page 9: Making the Change from Lab Mentality to Customer Service ...dn3g20un7godm.cloudfront.net/2011/AM11SA/142.pdf · Making the Change from Lab Mentality to Customer Service Mentality](https://reader036.fdocuments.in/reader036/viewer/2022070803/5f030bcb7e708231d4074492/html5/thumbnails/9.jpg)
Service Recovery
How to deal with difficult customers
2011 ASCP Annual Meeting 9
![Page 10: Making the Change from Lab Mentality to Customer Service ...dn3g20un7godm.cloudfront.net/2011/AM11SA/142.pdf · Making the Change from Lab Mentality to Customer Service Mentality](https://reader036.fdocuments.in/reader036/viewer/2022070803/5f030bcb7e708231d4074492/html5/thumbnails/10.jpg)
Audience Response Time
A Zebra is…
A. a black animal with white stripes
B. a white animal with black stripes
C. an animal with both colored stripes
2011 ASCP Annual Meeting
C. an animal with both colored stripes
D. …complicated
![Page 11: Making the Change from Lab Mentality to Customer Service ...dn3g20un7godm.cloudfront.net/2011/AM11SA/142.pdf · Making the Change from Lab Mentality to Customer Service Mentality](https://reader036.fdocuments.in/reader036/viewer/2022070803/5f030bcb7e708231d4074492/html5/thumbnails/11.jpg)
A Zebra is…
25%
25%
A. a black animal with white stripes
B. a white animal with black stripes
C. an animal with both colored stripes
2011 ASCP Annual Meeting
25%
25%
C. an animal with both colored stripes
D. …complicated
![Page 12: Making the Change from Lab Mentality to Customer Service ...dn3g20un7godm.cloudfront.net/2011/AM11SA/142.pdf · Making the Change from Lab Mentality to Customer Service Mentality](https://reader036.fdocuments.in/reader036/viewer/2022070803/5f030bcb7e708231d4074492/html5/thumbnails/12.jpg)
“Customers perceive service
in their own unique,
idiosyncratic, emotional,
irrational, end-of-the-day,
and totally human terms.
Service Recovery
2011 ASCP Annual Meeting
and totally human terms.
Perceptions is all there is!”
--Tom Peters
![Page 13: Making the Change from Lab Mentality to Customer Service ...dn3g20un7godm.cloudfront.net/2011/AM11SA/142.pdf · Making the Change from Lab Mentality to Customer Service Mentality](https://reader036.fdocuments.in/reader036/viewer/2022070803/5f030bcb7e708231d4074492/html5/thumbnails/13.jpg)
Honor Your Complainers
� Not everyone will complain
� Tell others
�Some will make it a personal crusade
� BUT…some will come back if the problem is
Service Recovery
2011 ASCP Annual Meeting
� BUT…some will come back if the problem is solved
� If impressed they will tell others
� Learn from them
![Page 14: Making the Change from Lab Mentality to Customer Service ...dn3g20un7godm.cloudfront.net/2011/AM11SA/142.pdf · Making the Change from Lab Mentality to Customer Service Mentality](https://reader036.fdocuments.in/reader036/viewer/2022070803/5f030bcb7e708231d4074492/html5/thumbnails/14.jpg)
Stimulus-Response Model
Service Recovery
=Stimulus Response Results
2011 ASCP Annual Meeting 14
=
![Page 15: Making the Change from Lab Mentality to Customer Service ...dn3g20un7godm.cloudfront.net/2011/AM11SA/142.pdf · Making the Change from Lab Mentality to Customer Service Mentality](https://reader036.fdocuments.in/reader036/viewer/2022070803/5f030bcb7e708231d4074492/html5/thumbnails/15.jpg)
ANGER
Service Recovery
HIGH
2011 ASCP Annual Meeting 15
ANGER
REASON
HIGHLOW
![Page 16: Making the Change from Lab Mentality to Customer Service ...dn3g20un7godm.cloudfront.net/2011/AM11SA/142.pdf · Making the Change from Lab Mentality to Customer Service Mentality](https://reader036.fdocuments.in/reader036/viewer/2022070803/5f030bcb7e708231d4074492/html5/thumbnails/16.jpg)
Negotiation And Conflict Management Matrix
Service Recovery
Relationship
CollaborateAccommodating(Lose to Win) (Win-Win)
High
Compromise
2011 ASCP Annual Meeting 16
Relationship
Outcome
Avoiding Competitive
(Lose-Lose) (Win at all cost)
HighighLow
Low
Compromise(Split the difference)
![Page 17: Making the Change from Lab Mentality to Customer Service ...dn3g20un7godm.cloudfront.net/2011/AM11SA/142.pdf · Making the Change from Lab Mentality to Customer Service Mentality](https://reader036.fdocuments.in/reader036/viewer/2022070803/5f030bcb7e708231d4074492/html5/thumbnails/17.jpg)
Apply H.E.A.T To Difficult Situations
H� Hear the customer out
E � Empathize
Service Recovery
2011 ASCP Annual Meeting
A � Apologize
T � Take responsibility for solving the problem
![Page 18: Making the Change from Lab Mentality to Customer Service ...dn3g20un7godm.cloudfront.net/2011/AM11SA/142.pdf · Making the Change from Lab Mentality to Customer Service Mentality](https://reader036.fdocuments.in/reader036/viewer/2022070803/5f030bcb7e708231d4074492/html5/thumbnails/18.jpg)
Hear The Customer Out And Empathize
� An upset customer has
two needs
� Personal/Emotional
� Practical/Problem
Service Recovery
Personal / Emotional1st
2011 ASCP Annual Meeting
Practical / Problem
2nd
![Page 19: Making the Change from Lab Mentality to Customer Service ...dn3g20un7godm.cloudfront.net/2011/AM11SA/142.pdf · Making the Change from Lab Mentality to Customer Service Mentality](https://reader036.fdocuments.in/reader036/viewer/2022070803/5f030bcb7e708231d4074492/html5/thumbnails/19.jpg)
Listen To Understand
“Seek first to understand, then to be
understood.”
Service Recovery
2011 ASCP Annual Meeting
--Steven Covey, The Seven Habits of a Highly Effective People
![Page 20: Making the Change from Lab Mentality to Customer Service ...dn3g20un7godm.cloudfront.net/2011/AM11SA/142.pdf · Making the Change from Lab Mentality to Customer Service Mentality](https://reader036.fdocuments.in/reader036/viewer/2022070803/5f030bcb7e708231d4074492/html5/thumbnails/20.jpg)
Apologize
An apology is an
acknowledgment of the
customer’s issue
Service Recovery
2011 ASCP Annual Meeting
…leave the bags!
![Page 21: Making the Change from Lab Mentality to Customer Service ...dn3g20un7godm.cloudfront.net/2011/AM11SA/142.pdf · Making the Change from Lab Mentality to Customer Service Mentality](https://reader036.fdocuments.in/reader036/viewer/2022070803/5f030bcb7e708231d4074492/html5/thumbnails/21.jpg)
Take Responsibility to Problem-Solve From the
Customer’s Perspective
� Put yourself in their shoes
� Consider what they “feel” should be done
� Identify and offer the best options available
Service Recovery
2011 ASCP Annual Meeting
� Identify and offer the best options available
� Thank them and follow through
� Fix the problem from repeating
![Page 22: Making the Change from Lab Mentality to Customer Service ...dn3g20un7godm.cloudfront.net/2011/AM11SA/142.pdf · Making the Change from Lab Mentality to Customer Service Mentality](https://reader036.fdocuments.in/reader036/viewer/2022070803/5f030bcb7e708231d4074492/html5/thumbnails/22.jpg)
Culture Change in Action
“The people on top of the
mountain didn’t fall there.”
2011 ASCP Annual Meeting
mountain didn’t fall there.”
--Anonymous
![Page 23: Making the Change from Lab Mentality to Customer Service ...dn3g20un7godm.cloudfront.net/2011/AM11SA/142.pdf · Making the Change from Lab Mentality to Customer Service Mentality](https://reader036.fdocuments.in/reader036/viewer/2022070803/5f030bcb7e708231d4074492/html5/thumbnails/23.jpg)
The Plan
� Top leadership support
� Customer Service = Technical skills
� Customers include co-workers
Goals:
Culture Change in Action
2011 ASCP Annual Meeting
�Goals:
� Internal: positive, productive workplace
�External: patients return for service
![Page 24: Making the Change from Lab Mentality to Customer Service ...dn3g20un7godm.cloudfront.net/2011/AM11SA/142.pdf · Making the Change from Lab Mentality to Customer Service Mentality](https://reader036.fdocuments.in/reader036/viewer/2022070803/5f030bcb7e708231d4074492/html5/thumbnails/24.jpg)
Tools
� Plan description
� Performance standards
� Commitment statement
Videos and Posters
Culture Change in Action
2011 ASCP Annual Meeting
� Videos and Posters
� Etiquette procedures
� “Hiring for fit”
� Rewards/punishment
![Page 25: Making the Change from Lab Mentality to Customer Service ...dn3g20un7godm.cloudfront.net/2011/AM11SA/142.pdf · Making the Change from Lab Mentality to Customer Service Mentality](https://reader036.fdocuments.in/reader036/viewer/2022070803/5f030bcb7e708231d4074492/html5/thumbnails/25.jpg)
Measurement of Success
� Surveys
�Customer satisfaction
�Press Ganey
�Patient loyalty
Culture Change in Action
2011 ASCP Annual Meeting
�Patient loyalty
�Employee satisfaction
�Observation forms
� Compliments/Complaints
![Page 26: Making the Change from Lab Mentality to Customer Service ...dn3g20un7godm.cloudfront.net/2011/AM11SA/142.pdf · Making the Change from Lab Mentality to Customer Service Mentality](https://reader036.fdocuments.in/reader036/viewer/2022070803/5f030bcb7e708231d4074492/html5/thumbnails/26.jpg)
What’s different this time?
� Performance standards
� “Commitment statements”
�Group training
1 on 1 with supervisor/manager
Culture Change in Action
2011 ASCP Annual Meeting
� 1 on 1 with supervisor/manager
� Rewards/discipline
� Celebrate the champions and role models
![Page 27: Making the Change from Lab Mentality to Customer Service ...dn3g20un7godm.cloudfront.net/2011/AM11SA/142.pdf · Making the Change from Lab Mentality to Customer Service Mentality](https://reader036.fdocuments.in/reader036/viewer/2022070803/5f030bcb7e708231d4074492/html5/thumbnails/27.jpg)
The Plans…
Are NOT…
� “Smile campaigns”
� Simple, quick or easy
� One person's job
Are…
� Culture changes
� Work in progress
� Everyone‘s
Culture Change in Action
2011 ASCP Annual Meeting
� One person's job
� A finished product or
passing initiative
� Everyone‘s
responsibility
� Growth & legacy-
building strategy
![Page 28: Making the Change from Lab Mentality to Customer Service ...dn3g20un7godm.cloudfront.net/2011/AM11SA/142.pdf · Making the Change from Lab Mentality to Customer Service Mentality](https://reader036.fdocuments.in/reader036/viewer/2022070803/5f030bcb7e708231d4074492/html5/thumbnails/28.jpg)
Examples from Business
� Zappos’--10 Core Values
� Amazon’s--14 Leadership Principles
� Google’s--10 Core Principles
Culture Change in Action
2011 ASCP Annual Meeting 28
![Page 29: Making the Change from Lab Mentality to Customer Service ...dn3g20un7godm.cloudfront.net/2011/AM11SA/142.pdf · Making the Change from Lab Mentality to Customer Service Mentality](https://reader036.fdocuments.in/reader036/viewer/2022070803/5f030bcb7e708231d4074492/html5/thumbnails/29.jpg)
“Courage doesn’t always
roar. Sometimes
courage is the little
voice at the end of the
day that says I’ll try
2011 ASCP Annual Meeting
day that says I’ll try
again tomorrow.”
– MaryAnne Radmacher