Wake County EMS - 2007 ACLS Advanced Customer Life Support.

Wake County EMS - 2007

ACLS

Advanced Customer Life Support


Why do I have to know this stuff?

Everybody is a Customer

Good Experience – They Tell 5 people

Bad Experience – 15 People

EVEN IN A NO CHOICE ENVIRONMENT


SEE ONE ……

…… TEACH ONE!

… DO ONE …


Basic Adult Learning

“Tell me and I forget,

Show me and I remember,

Involve me and I understand.” "Chinese proverb"


Ground Rules1. Our essential mission and number one

priority is to deliver the best possible service to our customers

2. Always be nice--treat everyone with respect, kindness, patience, and consideration

3. Consider how you and what you are doing looks to others

4. Treat folks as you would want to be treated

- Alan Brunacini


What was your First Job?


Who’s a Customer?

Patient INTERNAL Employee Manager EXTERNAL Nurse Mechanic Coworker


The First 7 Seconds

- WHAT you say

- The WAY you say it

- What they SEE

Body Language

Appearance

Action


What Are the Rules?


Moments of Truth

When you enter someone’s house – mind the cot!

When you answer the phone – If you call a stations does it instill confidence?

When shifts change – Are you respectful of your co-workers?


Everybody Makes Mistakes


The Best in the Group?

FedEx The Ritz-Carlton Lands End Nordstrom Department Store Phoenix Fire Department


Federal Express (FedEx)

Attention to Detail – Everything Counts Early Use of Technology Quick, Courteous Phone Techniques


The Ritz-Carlton


The Ritz Way

Be an Ambassador Record Guest Preferences You discover a problem you own it - $$ All levels serve the guests


Phoenix Fire Departmenthttp://www.ci.phoenix.az.us/FIRE/volume1.html


MISSION

The Phoenix Fire Department is committed to providing superior levels of quality service that exceed the public's expectations for timely and effective delivery of fire prevention, fire control, emergency medical treatment, transportation and public education.


Quality will be evaluated on how well we maintain excellence in customer satisfaction, meeting the needs of our people, achieving organization goals, and creating a service culture that continuously reinforces and promotes excellence in all line and support functions.


… We have become the "Agency of Last Resort" for the poor, the homeless, the destitute, the mentally, emotionally and physically challenged, the chronically ill, the indigent, the incarcerated, and the immigrant. Interpersonal awareness and sensitivity is our responsibility. Indifference or lack of empathy is a professional weakness. The public does not need one of our members to be having a "bad day" when they call us for help... they're already having one of their own.


Phoenix Fire Department

Will change your tire if you are broken down

Will drive your car to the Hospital Will make take care of pets Encourages problem solving in the street

– not mother may I


MANAGEMENT AND SUPERVISORY RESPONSIBILTIES

Performance standards must be in place to inspire exceptional performance rather than to accept standard performance.

The supervisor sets the standards of consistent excellence/service by example.


The 10 Deadly Sins

1. I don’t know

2. I don’t care

3. I can’t be bothered

4. I don’t like you

5. I know it all

6. You don’t know anything

7. We don’t like your kind

8. Don’t come back

9. I’m right and your wrong

10. Hurry up and wait


What do you do?

Listen (Allow ventilation…within reason) Make the Customer feel understood Make the Customer feel liked Make the Customer feel appreciated and

respected Document the complaint


Rule #1 The Customers Always RIGHT

Rule #2 If the Customer is ever wrong, reread Rule #1


Questions?

Wake County EMS - 2007 ACLS Advanced Customer Life Support.

Documents

Transcript of Wake County EMS - 2007 ACLS Advanced Customer Life Support.