“ “SERVICE SERVICE EXCELLENCE”EXCELLENCE”

Presented by: Penny A. Thompson, CEH, CHESPPresented by: Penny A. Thompson, CEH, CHESP

WHO ARE

YOUR

CUSTOMERS?

Our patients, residents, students and/or consumers of products/services that we provide.

Their families, their guest, and end users of their organizations.

Our own co-workers

YOUR STAFF!!

CULTURE OF

ATTITUDE At Fletcher Allen Health Care, we are here

to serve our customers; our patients, their families, their visitors, and our own co-

workers.

We are committed to providing the highest quality service while meeting our customers’

needs with the utmost care and courtesy.

Welcome customers in a friendly manner, smiling warmly and introduce yourself. Listen carefully; avoid interrupting people

unnecessarily. Treat everyone as if or she is the most important person at that time.

BECAUSE THEY ARE!!! Meet the customer’ immediate need and/or

gladly direct them to someone who can. Be positive in all conversations with our customers. Don’t mention how busy your workload is.

APPEARANCE Our appearance is a reflection on the

reputation and the professionalism of the services delivered to our customers.

On an individual level, our dress and grooming reflect a level of respect that we have for our

customers.

Similarly, how well we take care of our own equipment and workspaces is a clear reflection on the quality of our services that we deliver to

our customers.

Dress neat and professionally; Follow dress code policies for the area that you work in.

Wear your identification badge where it can be easily seen by our customers at all times.

Wearing jewelry must be limited to 2 earrings in each ear

at a time. Your must be free of any facial piercing.

Tattoos must be covered to the best of your ability.

Hair must be clean and neat at all times. Extreme colors of hair dye will not be permitted.

Feet must be completely covered. No croc shoes, slippers, sandals, or clogs without the backs on them.

APPROACHABLE?

MAY I CLEAN YOUR ROOM?

COMMUNICATION We must be committed to listening to our customers in order to fully

understand and meet their needs.

It is important for us to pay close attention to verbal and non-verbal

messages.

Messages to our customers must be delivered with courtesy, clarity and

compassion.

BODY LANGUAGE?

Observe all customers who appear confused about directions or where to go and offer to assist them to their destinations. If you are unable to personally escort them, take them to someone who can.

Keep all information about customers strictly confidential.

Smile and address the customer by name if you know what it is.

Do not leave written communications for our customers.

KNOW WHAT’S THEIR “PICKLE”

BOB FARRELL

COMMITMENT TO CO-WORKERS

In any organization you are linked to each other by a common purpose;

Serving your customers. Our co-workers, therefore, are our team mates. They deserve respect too. Without their contributions, we would

not succeed in our mission.

Treat every co-worker as a professional.

Realize that each one of us has an area of respect.

Collaborate with your co-workers to find solutions.

Don’t undermine co-workers.

Welcome and be supportive of new co-workers.

Set an example and offer to help.

Respect the privacy of your co-workers.

Eliminate gossip about you co-workers.

ETIQUETTE Common etiquette can create a favorable

impression for our customers.

Good manners contribute to the safety of our customers, the privacy of our

customers, increased customer satisfaction, and a smooth navigation for our customers

through our facilities or communities.

Pause briefly before trying to board an elevator so others may exit first.

Make room for others once you have boarded the elevator and hold the “open door” button for them.

Allow all persons with disabilities to be near the door.

If an elevator arrives and a patient is being transported on the elevator, do not board it.

Exit an elevator immediately, if a patient being transported needs to board.

Never block an elevator landing with our equipment

SENSE OF OWNERSHIP

It is important that every employee feels a sense of ownership about his/her job and

the facilities that they work in.

Take pride in what you do, feeling responsible about the outcomes of our

efforts, and recognizing that our performance is a clear reflection of

ourselves as individuals.

THE DIFFERENCE BETWEEN GOOD CUSTOMER SERVICE & GREAT CUSTOMER

SERVICE IS……

A TTITUDE C ONSISTENCY T EAMWORK S ERVICE

OF KINDNESS !!!!

TIPS ON SUCCESSFUL TRAINING

FOR SERVICE EXCELLENCE

Set up recognition programs for staff that display exceptional customer service

Institute scripting to help employees

Role playing with staff and management

Always set an example!

RECOGNITION Faces Of Fletcher Allen

G.E.M Award

Vision Award

Good Catch Award

All For ONE Award

SCRIPTING SCRIPT FOR ENTERING THE ROOM FOR DAILY CLEANING:

"Hi my name is --- and I'm from Housekeeping would it be okay if I came in to clean the room at this time?“

LEAVING THE ROOM:"I hope that I have provided you with Very Good Service today. Is there anything else I can do for you?”

SCRIPT FOR ENTERING THE ROOM FOR DISCHARGE CLEANING:"Hi my name is --- and I'm from Housekeeping. Please excuse me while I prepare this bed for our next patient.“

LEAVING THE ROOM:"I hope that we have provided you with Very Good Service today. Is there anything I can do for you before I leave?“

SCRIPT FOR ENTERING THE ROOM FOR EVENING HOSPITALITY CLEANING:"Hi my name is --- and I'm from Housekeeping. Would now be a good time for me to remove the trash & linen from your room?“

LEAVING THE ROOM:"I hope that we have provided you with Very Good Service today. Is there anything else that I can do for you before I leave?"

MAKE IT FUN!!