People – How customers are treatedProcess – The input-task-output sequencePhysical Environment – Does the building, equipment, temperature and sound create a positive image?

ComponentsOf ServiceExcellence

Process

Physical EnvironmentPeopl

e

Startling Customer Startling Customer StatisticsStatistics

Satisfied customers tell up to three people about their positive experience.

Dissatisfied customers tell up to 10 about their negative experience.

Patient Complaints are Inevitable

All customers, internal and external, complain to people who provide services to them.

“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

Why Do Patients Why Do Patients Complain?Complain?

They didn’t get what they were They didn’t get what they were promised.promised.

A caregiver was rude in person or A caregiver was rude in person or on the phone.on the phone.

They felt uninformed.They felt uninformed. No one genuinely listened.No one genuinely listened. A caregiver projects a “can’t do,” A caregiver projects a “can’t do,”

negative, or “you’re an negative, or “you’re an inconvenience” attitude.inconvenience” attitude.

Key Ingredients to Key Ingredients to Patient SatisfactionPatient Satisfaction Providers who listen and Providers who listen and

demonstrate concerndemonstrate concern Providers who ask about and Providers who ask about and

address a patient’s concernsaddress a patient’s concerns Providers who invite questions and Providers who invite questions and

answer them fullyanswer them fully A friendly, respectful and A friendly, respectful and

confidential environmentconfidential environment Promptness and accuracyPromptness and accuracy

Staying FocusedStaying Focused

Remember…– Every face-to-face interaction counts Every face-to-face interaction counts

and cannot be recreated.and cannot be recreated.– Every contact is a new performance.Every contact is a new performance.– Always give personalized service – Always give personalized service –

not robot service. We are dealing not robot service. We are dealing with patients – not charts!with patients – not charts!

Communication is…Communication is…the key factor of the key factor of satisfaction and credibility.satisfaction and credibility.

Is it a one- or two-way street?Is it a one- or two-way street?Two

First impressions…set the tone and build instant trust and credibility. They are formed by our senses:• See• Hear• Touch• Smell

Last impressions…last!

First and Last Impressions ...can never be recreated!

Stop what you are doing.Stop what you are doing. Immediately smile – acknowledge Immediately smile – acknowledge

and greet.and greet. Make eye contact.Make eye contact. Look pleasant.Look pleasant. Introduce yourself.Introduce yourself. Explain the process.Explain the process.

Tips for Better Face-Tips for Better Face-to-Face Interactionto-Face Interaction

Treat every caller as a Treat every caller as a Welcome GuestWelcome Guest

You are CCS & CCV!You are CCS & CCV! First First andand last impressions last impressions are powerful!are powerful! Speak clearly.Speak clearly. Avoid slang.Avoid slang. Acknowledge your caller’s request.Acknowledge your caller’s request. Avoid carry-over conversations.Avoid carry-over conversations. Speed is not success—don’t rush!Speed is not success—don’t rush!

Your Telephone Your Telephone PersonalityPersonality 10 Telephone 10 Telephone CommandmentsCommandments

1. Be prepared; know your phone system inside and out!

2. First impressions…SMILE with enthusiasm!

3. Ask: “Are you able to hold?”4. Acknowledge: “Thank you for holding.”5. Assistance: “May I connect you to

someone who can help you better?”

Your Telephone Your Telephone PersonalityPersonality 10 Telephone Commandments 10 Telephone Commandments Cont’d.Cont’d.

6. No runaround – bouncing a caller from department to department.

7. Make every call noteworthy; ask questions.

8. Reinforcement...thank customers for calling.

9. Give Options10. Connecting a Caller: “It’s my

pleasure.”

Answering the CallAnswering the Call

Answer promptlyAnswer promptly Greet caller with a ‘verbal handshake’Greet caller with a ‘verbal handshake’ Listen to the customer’s opening statementListen to the customer’s opening statement Reflect your understanding of the Reflect your understanding of the

customer’s requestcustomer’s request Ask questions to obtain additional Ask questions to obtain additional

informationinformation Own the call – Assist the callerOwn the call – Assist the caller Follow through on promisesFollow through on promises

Receptionist Receptionist “Four-part Greeting”“Four-part Greeting”

““Good morning/afternoonGood morning/afternoon””

Identify your companyIdentify your company

State your first nameState your first name

““How may I help youHow may I help you?”?”

Answering your Direct Answering your Direct Line - Line - - Three parts -- Three parts -

GreetingGreeting

State your first name and titleState your first name and title

Ask:Ask: ““How may I help youHow may I help you?”?”

Principle Incoming Call Principle Incoming Call ErrorsErrors

Bureaucratic BounceBureaucratic Bounce The Unanswered PhoneThe Unanswered Phone The Dreaded HoldThe Dreaded Hold Cliff HangersCliff Hangers Missed MessagesMissed Messages

Connecting the Caller

Know your phone’s transfer Know your phone’s transfer features.features.

Explain ‘why.’ Explain ‘why.’ Ask permission and wait for a Ask permission and wait for a

response.response. Tell the caller the department Tell the caller the department

name/telephone or extension name/telephone or extension number.number.

Introduce the caller.Introduce the caller.

Handling Holds & DelaysHandling Holds & Delays

Explain ‘why.’Explain ‘why.’ Ask permission before clicking. Ask permission before clicking. Objection?Objection? --Offer optionsOffer options: : Offer to be of assistance, to take a Offer to be of assistance, to take a

message, to have someone call them message, to have someone call them backback

Update the caller every 30 seconds.Update the caller every 30 seconds. Thank the caller for waiting.Thank the caller for waiting.Tips: -- Use the hold button. Use the hold button.

-- Be conscious of how you place the Be conscious of how you place the telephone in the cradle. telephone in the cradle.

Taking MessagesTaking Messages

Choose positive phrases.Choose positive phrases. Avoid phrasesAvoid phrases:: ““She’s not in yet;” “He’s She’s not in yet;” “He’s

still at lunch.” “I don’t know where she still at lunch.” “I don’t know where she went.” “He was here a minute ago.”went.” “He was here a minute ago.”

Take complete messages…take notes; Take complete messages…take notes; use pre-printed pads.use pre-printed pads.

Be sure to includeBe sure to include::Who: Record caller’s full name and Record caller’s full name and company name. Ask about spelling or company name. Ask about spelling or pronunciation if unsure.pronunciation if unsure.

Taking Messages Cont’d.Taking Messages Cont’d.

When: Write down the date and time the call Write down the date and time the call was received.was received.Where: Record the caller’s number (including Record the caller’s number (including area code). Ask about a specific time frame whenarea code). Ask about a specific time frame whenhe/she would prefer to be called back and record he/she would prefer to be called back and record the response.the response.What: Briefly describe the caller’s request. State Briefly describe the caller’s request. State any action requested by the caller. Includeany action requested by the caller. Includeinformation that will assist the message recipientinformation that will assist the message recipientin preparing for the return call.in preparing for the return call. Check messages for accuracy and legibility.Check messages for accuracy and legibility. Route messages promptly.Route messages promptly.

Handling the Difficult Handling the Difficult CallerCaller Focus on the issue…remove the Focus on the issue…remove the

personality.personality. - - ApologizeApologize - Empathize- Empathize - Assume Responsibility.- Assume Responsibility. - Prepare to help.- Prepare to help. Know your company’s procedures.Know your company’s procedures. Keep control—ask follow-up questions Keep control—ask follow-up questions

immediately.immediately. Interject immediately, Interject immediately, “Excuse me…”“Excuse me…”

Handling the Difficult Handling the Difficult Caller, Cont’d.Caller, Cont’d.

Assure the caller you can help. Assure the caller you can help. “I can handle your situation.”“I can handle your situation.”

Address offensive language Address offensive language directlydirectly…”What I can’t handle is …”What I can’t handle is your abusive language.”your abusive language.”

Don’t offer excuses; offer help.Don’t offer excuses; offer help. If they demand to talk to your If they demand to talk to your

supervisor, supervisor, alertalert your supervisor your supervisor of the caller’s demeanor.of the caller’s demeanor.

Ending the CallEnding the Call

Seek understanding and clarification.Seek understanding and clarification. Ask the caller if there anything else you Ask the caller if there anything else you

can do for them.can do for them. Invite the caller to call again; thank them Invite the caller to call again; thank them

if they have brought something to your if they have brought something to your attention.attention.

Let the caller hang up first.Let the caller hang up first. Record all pertinent information Record all pertinent information

immediately.immediately.

Voice Mail TipsVoice Mail Tips

Be brief and to the point.Be brief and to the point. Speak slowly and clearly.Speak slowly and clearly. Always leave your phone number.Always leave your phone number. Always give callers a ‘back-up’ name/extension.Always give callers a ‘back-up’ name/extension. If possible, answer your phone vs. allowing it to If possible, answer your phone vs. allowing it to

go in to voice mail.go in to voice mail. Return all voice mail messages within 24 hours.Return all voice mail messages within 24 hours. Change your voice mail message, if you are Change your voice mail message, if you are

going to be unavailable for more than one day.going to be unavailable for more than one day.

E-Mail TipsE-Mail Tips

Respond promptly.Respond promptly. Write a clear subject header.Write a clear subject header. Get to the point.Get to the point. Use bullet points!Use bullet points! Quote earlier messages in your Quote earlier messages in your

replies.replies. Be professional.Be professional.

Seven Forbidden Seven Forbidden PhrasesPhrases

““I don’t know.”I don’t know.” ““We can’t do that.”We can’t do that.” ““You’ll have to.”You’ll have to.” ““Just a second...” Just a second...” clickclick ““No.”No.” ““As far as I know.”As far as I know.” ““I’m not sure.”I’m not sure.”

with an excuse!

Never ruin an apology...

Never ruin an apology...

The Power of a NameThe Power of a Name

Listen to callers…they will tell Listen to callers…they will tell you how to address them: (Dr., you how to address them: (Dr., Mr., Mrs., or first name)Mr., Mrs., or first name)

When in doubt, address female When in doubt, address female callers as Ms. instead of Miss or callers as Ms. instead of Miss or Mrs.Mrs.

Ask permission to use his/her first Ask permission to use his/her first namename

Become a Telephone Become a Telephone Superstar Superstar

Use and remember the caller’s Use and remember the caller’s namename

Call him or her by name a minimum Call him or her by name a minimum of twice during the conversationof twice during the conversation

Patients Judge you by:Patients Judge you by:The way you lookThe way you look

what you say,what you say,how you say it, how you say it, what you do, what you do, how you do it.how you do it.- Dale Carnegie -- Dale Carnegie -

Two things you should Two things you should never compromise?never compromise?

1.1. What’s best for the What’s best for the patient.patient.

2.2. Your professional Your professional behavior!behavior!

Good Manners are always in style!

• Soothe

• Calm

• Defuse

• Show Respect

• Demonstrate Professionalism

YOUYOU……areare

SGMC!SGMC!Patients and Visitors are

alwayslistening and watching to see

if your words match your behavior!