HHarnessing aarnessing a

Customer

MMindedinded

WWorkforceorkforce

Customer ServiceCustomer Service

Challenge your Challenge your paradigmparadigm of customer of customer service...service...

Foster a culture of Foster a culture of

customer service excellencecustomer service excellence

Customer Service ExcellenceCustomer Service Excellence

CustomerCustomerAnyAny person needing person needing anyany service from service from anyany

employee at employee at anytime.anytime.ServiceServiceWork, information and assistance which fulfills the Work, information and assistance which fulfills the

customer’s need(s).customer’s need(s).ExcellenceExcellenceConsistently meeting and often surpassing the Consistently meeting and often surpassing the

customer’s expectations in the provision of customer’s expectations in the provision of services.services.

Customer Service Excellence Customer Service Excellence ModelModel

Personal AccountabilityPersonal Accountability

Personal AccountabilityPersonal Accountability

Who made that mistake again?Who made that mistake again?

When am I going to get the training I need?When am I going to get the training I need?

That’s not my job!That’s not my job!

Why do I have to sit through this training?Why do I have to sit through this training?

Personal AccountabilityPersonal Accountability

NegativityNegativity

TensionTension

Create fear - eggshellsCreate fear - eggshells

Build walls between customersBuild walls between customers

Personal AccountabilityPersonal Accountability

Accountable questions:Accountable questions:• Begin with “what or how”Begin with “what or how”

not “why, when or who”not “why, when or who”• Contain an “I” Contain an “I”

not “they, them, we or you”not “they, them, we or you”• Focus on solutions not problemsFocus on solutions not problems

Personal AccountabilityPersonal Accountability

How can I improve the situation?How can I improve the situation?

What solution can I provide?What solution can I provide?

How can I do my job better today, with the How can I do my job better today, with the resources I do have?resources I do have?

What can I take away from this training?What can I take away from this training?

Personal AccountabilityPersonal Accountability

Improving processesImproving processes

Enhancing interpersonal Enhancing interpersonal interactionsinteractions

Professional CommunicationProfessional Communication

VerbalVerbal

Non-verbalNon-verbal

Professional CommunicationProfessional Communication

PromptPrompt

Respectful & PoliteRespectful & Polite

Appropriate volumeAppropriate volume

Use the customer’s nameUse the customer’s name

Use positive wordsUse positive words

Give customer control by Give customer control by creating optionscreating options

Avoid “can’t” and “policy”Avoid “can’t” and “policy”

Professional CommunicationProfessional Communication

Situation: caller wants confidential Situation: caller wants confidential informationinformation

Avoid: “we can’t give you that information, Avoid: “we can’t give you that information, our policy is to only release that our policy is to only release that information if we have a signed release.information if we have a signed release.

Try: “the way we prevent our patients’ Try: “the way we prevent our patients’ confidentiality is by releasing that confidentiality is by releasing that information only with a release form information only with a release form signed by the patient.”signed by the patient.”

Professional CommunicationProfessional Communication

““What you do speaks so loudly, I cannot What you do speaks so loudly, I cannot hear what you say.”hear what you say.”

- Ralph Waldo Emerson- Ralph Waldo Emerson

Professional CommunicationProfessional Communication

Eye ContactEye Contact

SmileSmile

Personal AppearancePersonal Appearance

Work AreaWork Area

Open, friendly and Open, friendly and focused body focused body languagelanguage

Sincere and Sincere and enthusiastic tone of enthusiastic tone of voicevoice

Platinum RulePlatinum Rule

PrioritizePrioritize Prioritize people over tasksPrioritize people over tasks Prioritize patients firstPrioritize patients first Make people feel importantMake people feel important

Platinum RulePlatinum Rule

EmpathyEmpathy

The ability to identify the feelings and The ability to identify the feelings and perspectives of othersperspectives of others

• Listen to verbal and non-verbal cuesListen to verbal and non-verbal cues• Recognize your customer’s circumstancesRecognize your customer’s circumstances• Ask pertinent questionsAsk pertinent questions

Platinum RulePlatinum Rule

RespectRespect Each customer has an unique characterEach customer has an unique character Appreciate their individuality and Appreciate their individuality and

differencesdifferences Respect makes others feel importantRespect makes others feel important

If you are going to achieve If you are going to achieve

excellence in big things, excellence in big things,

you develop the habit in little matters. you develop the habit in little matters.

Excellence is not an exception, Excellence is not an exception,

it is a prevailing attitude.it is a prevailing attitude.

Colin PowellColin Powell