11/2011 the customer connection customer service training making a difference….every day people...
TRANSCRIPT
11/2011
The Customer Connection
Customer Service Training
Making a Difference….Every Day
People Taking Care of People... Together we can do anything
11/2011
Learner Objectives
• Review customer service expectations
• Define the customer
• Identify opportunities & ways to connect with the customer
• Define the FISH! Philosophy
• Describe the Grievance process
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The achievements of an organization are the results of the combined efforts of each
individual
---Vince Lombardi
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What is an Excellent Interaction?
Whenever you see or talk with a customer, you can make the choice to have an excellent interaction
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Excellent InteractionsConnect with the customer
Offer a warm, sincere greeting & interaction
Ask how you can assist
Be aware of non-verbal cues
Respond to requests
Offer timely and appropriate solutions
Evaluate satisfaction
Confirm needs are met
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Who is Your Customer?
• Residents
• Families
• Fellow Staff Members
• Community– Visitors– Volunteers– Physicians– Surveyors– Vendors
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What do we know?• Residents deserve:
– Warm, sincere interactions with staff– Choices in daily routines– Safe, clean environment– Competent staff– Good food– Privacy
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What do we know? • Families deserve:
– Warm, sincere interactions with staff– Safe, clean environment– Competent staff– Prompt updates and information– Good food
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What do we know?
• Facility Staff deserve-Consistent treatment of all staff
-Effective communication with supervisor
-Recognition
-Opportunity to provide input
-Quality & productivity standards
-Satisfaction with manager/leader
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What do we know?
• Community members deserve– Visitors
• Safe, clean environment• Welcoming atmosphere
– Volunteers• Clear expectations• Recognitions
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What do we know?
• Community deserves:– Physician
• Organized, competent staff• Confidence in orders being followed• Communication
– Surveyors• Confidence that facility is providing quality care
and services
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What do we know?
• Community deserves– Vendors
• Clear direction on how to meet your needs• Timely payment• Consistent communication on service delivery• Information updated timely for them to perform
services
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Making the Connection
• Connecting to our customers through:– First impressions & beyond– Communication
• Warm, sincere interactions• Active listening
– Follow through– Consistency of message & actions
What can your customer expect from you?
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Impact of a Quality Connection
• We are charged with providing care & services to a vulnerable population
• We provide an important service to the community
• We form the base relationship between our role as a service provider and our customer
• We know the success of a service industry business rests on the foundation of relationships
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Know Yourself• How do you like to communicate with others?
• How do you let others know what you need?
• Are you a good listener?
• Do you choose your attitude?
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First Impressions
• What does your appearance say?– Professional– Neat & Clean– Attention to detail– Confident– Respect your customers environment by
dressing appropriately– Dress standards apply to all
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First Impressions
• What do your actions say?– Response to call lights– Do you stop to visit with others when a task is
not involved?– Willingness to pitch in and help others– Use of gentle touch
Can you think of others?
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First Impressions
• What does the facility’s appearance say?– Landscaping clean & neat, no overgrowth– Sidewalks, parking lot in good repair– Parking spaces close to door for visitors– Painted, clean walls– Windows and glass doors clean– No odor, clean smelling– Warm, welcoming lighting
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First Impressions
• New Admissions– Welcome Team prepares for and greets newly
admitted residents and their families. – Room prepared & welcoming– Assigned team member to greet and assist in
settling in– Consistent process for all new admissions
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First Impressions
• Facility– Consistent place/process to find information– Residents engaged in meaningful activities,
minimal hall traffic– Staff appearance professional. Clean & neat
attire. Hair and nails well groomed. Name tags visible
– Staff pleasant, engaged, smiling
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Ongoing Impressions
• Review facility plan to welcome evening & weekend visitors– Open doors– Available, assigned staff to greet / provide
tours / answer questions– Evaluate if receptionist hours meet busy
customer visit times
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Communication Connection
• Warm & sincere interactions
• Verbal communication
• Non-verbal communication
• Telephone etiquette
• Email etiquette
• Empathy
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Warm & Sincere Interactions
• Introduce yourself
• Make eye contact
• Actively listen
• Smile
• Listen fully, don’t interrupt or make assumptions
• Focus
• Be present
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Verbal Communication
• Adjust the way you speak to your customer based on:– Hearing– Standing or sitting
• Choose a positive, can-do attitude
• Speak with confidence
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Non-Verbal Communication
• Eye contact
• Posture
• Come to the physical level of the customer, as able
• Avoid fidgeting, tapping
• Stop what you are doing and focus
• Use gentle touch when transferring, turning & repositioning
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Can We Talk? Phone Impressions are First Impressions
– Answer promptly by 2-3 rings– Smile, this translates into a positive impression– Offer a pleasant greeting along with your name– Be enthusiastic– Press “hold” before putting the phone down– Pay attention to how long a caller is on hold– Review “hold” music / message
Complete the “Connecting with Your Caller” Activity
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Email Etiquette
• Check regularly
• Pay attention to information shared. Pay special focus to information from forwarded emails.
• Pay attention to whom you are sending the email
• Respond promptly
• Pay attention to language, capitalization
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Barriers to Making the Connection
• Internal– Personal thoughts distract from being present– Controllable
• External– Noise, distraction in environment– Control may be limited
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Making the Connection
• Take the time to know residents & families– Be available– Know what is important to them & strive to
provide
• Take the time to know staff– Greet by name– Know what is important to them & strive to
provide
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Focus on Effective Listening
1. Put everything else aside
2. Help customer feel comfortable & relaxed
3. Make eye contact
4. Take notes if needed
5. Repeat what was said, make sure you understand correctly
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Thoughts on Empathy
Empathy means identifying & understanding the thoughts or feelings of another.
Sympathy is a feeling or expression of sorrow for another’s distress or loss
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Thoughts on Empathy
Empathy helps in communicating your acceptance of the customer’s point of view, even if you don’t agree.
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Empathetic Responses
• I can understand that you are upset• I hear what you are saying• I can understand why you might believe
that
Empathy is a critical factor in providing quality customer service.
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Keeping the Connection• Follow Through
• Consistent communication and actions
• Utilize the “Excellent Interactions” approach—CARE
Taking the time to really connect with your customer creates strong relationships, satisfied customers and business success
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The FISH! Philosophy!
-“We cannot control what happens to us, but we do have a choice about how we respond.”
-”Laugh longer, live louder!”
-“When you make someone’s day, you can turn even routine encounters into special memories.”
-“Being present in your work day allows you to actively participate and take a defining role within your team.”
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Taken from the strategies of the world famous Pike Place Fish Market in Seattle, the Fish philosophyis a proven method of bringing energy and a positive attitude into the workplace.
The four key components of the Fish philosophy are:• Choose your attitude• Make their day• Play• Be present
Your responsibility is to find out how to PRAISE those in your building… ASK how to FISH !
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How many small things in life make all the difference? A few encouragingwords can inspire confidence. Inches further can make the game winning play.Paying attention to the details makes a significant difference at work and in life.When you choose to be present, you’re choosing to make the most of the detailsaround you. You’re more likely to assess situations accurately, encourage yourteam, avoid unnecessary challenges and accomplish your goals! Live a presentlife and you’ll always be ready to turn the small details into the big picture.
“Being present in your work day allows you to activelyparticipate and take a defining role within your team.”
Be Present
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Make their day!Have you ever experienced an unexpected act of kindness from a
stranger? How about laughing so hard with a friend or co-worker that yourribs actually hurt? What about catching a home run at a baseball game
and handing the ball to the kid next to you?These are all examples of “making someone’s day.” Whether it be througha kind act, a simple smile, a well-timed joke or some other method, this key
component connects us with one simple gesture. What will you do tomake someone’s day?
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“Laugh longer, live louder!”
Play!When you sit down at a store and a child across from you is makingfunny faces and smiling at you, how do you respond? Do you ignore himand go about your business, or do you make funny faces back and enjoya playful moment?As we get older, life becomes more serious and we tend to forget howimportant it is to laugh. But, when we laugh, we live. Learn to enjoy thelittle games that your friends (or strange children) play with you and enjoythe moment. Do that at work, and you’ll be amazed at the positiveenergy that begins to surround you.
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Choose your attitudeYour own actions are the only thing you can control in life. Will you be ahappy person, or a bitter, negative one who always complains about thethings that happen to them? Will you spread joy and laughter to thosearound you? Will you choose not to let challenges bring you down?Bring that joy, happiness and positive attitude to work with you every day,and you’ll notice the days are brighter, the sun is warmer and life truly is ablessing.
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But what if there is a problem?
A Grievance form must be filled out if there is any complaint or concern expressed by a resident, family member, or visitor.
Every employee has the responsibility to get one started.
Ask where your forms are kept, you begin it… The Administrator will end it!
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What is a Grievance?
• “A grievance is a concern or complaint that is unable to be immediately resolved and requires further investigation and action by facility leadership to achieve resolution”.
-Administrative Manual
Patient/ Resident Grievance Process 7.3.2
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The Grievance Process
• Residents/Patients have a right to voice grievances and assure the facility is actively seeking a resolution.
• The facility Grievance Program monitors resident/patient grievances and complaints, facility actions and resolution.
• It may be initiated by any staff member upon identification of the grievance or complaint.
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What to do if there is a Grievance
• Encourage resident/patient and/or family/responsible party to communicate needs and/or concerns immediately.
• Document grievances on the Grievance/ Complaint Report
– Assist those residents who cannot complete a written grievance form without assistance
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What next?
• Grievances are reviewed by the Facility Administrator and the team at the Daily Operations Meeting to identify any issues or concerns expressed by the resident/patient and/or family/responsible party.
• Initial grievance follow up by the designated individual will occur within 72 hours. The concerns will be followed up until satisfactory resolution occurs.
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Learner Objectives Reviewed!Can you…
• State customer service expectations
• Define the customer
• Identify opportunities & ways to connect with the customer
• Define the FISH! Philosophy
• Describe the Grievance process
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Remember: Great Customer Service is the key to satisfied
resident, patients, families, and team mates!
Choose our attitude, Make someone’s day, Have fun at work,
and Be present!
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Congratulations!
You have completed this session on Customer Service
Thank you
Questions?