service recovery; a 2nd chance to make a good 1st impression
DESCRIPTION
Sometimes we as professionals make mistakes. How we handle it is critical to our facility. How can we make the patient and their family whole again?TRANSCRIPT
Gorman Business Consultants
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“Service Recovery: A 2nd Chance to Make a Good 1st Impression”
What is it?
Is it right for you?
Gorman Business Consultants
2 Striving for Excellence
Even with good customer service training, and the best efforts of the staff…sometimes
patients and family members have a poor experience.
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3 Then what happens?
How do your employees respond to service problems?
Are employees empowered to handle a problem?
Are you tracking and trending these problems to prevent further occurrences?
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4 That’s why you need Service Recovery
Service Recovery is the process of taking action to recover dissatisfied customers.
It’s a formal, well-planned process that includes everyone from the CEO to the part-time employee.
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5 Service Recovery…
Makes good business sense
Improves customer loyalty
Improves employee satisfaction
Is the right thing to do!
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6 Service Recovery is good business
How many of your unhappy customers will do business with you again?
95
70
46
38
82
54
19
10
0 20 40 60 80 100
Complaints resolved quickly
Complaints resolved
Complaints not resolved
Noncomplainants
% of customers who will do business with you again
major complaints
minor complaints
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7 And then there’s the internet
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8 Service Recovery improves customer loyalty
Research show that customers who have complaints that are resolved quickly are more loyal to your organization that customers who have not had a complaint
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9 Service Recovery improves employee satisfaction
Employees want to do a good job, but often feel there’s nothing they can do, so they ignore the problem.
When they know the process, and have something to offer, they approach service problems
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10 It’s the right thing to do
It starts with respect. If you respect the customer as a human being, and truly honor their right to be treated fairly and honestly, everything else is much easier.Doug Smith
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11 The first steps
Agree on philosophy of Service Recovery Will Service Recovery be part of your culture, or a program?
Will all employees have authority and responsibility for Service Recovery?
Designate funds
Allow resources for development and training
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12 Getting started with Service Recovery
Create a Service Recovery Team consisting of managers and front-line staff
Determine what problems commonly occur
Develop service standards to provide guidelines for Service Recovery.
Determine what Service Recovery tools to use
Train staff on Service Recovery
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13 Work of the Service Recovery Team
Common problems Delays, parking issues, repeat tests, delays, roommate problems,
delays
Service standards Is 20 minutes too long to wait? How about 40?
Service Recovery tools What makes sense for your organization?
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14 Now it’s time to train the staff
Definition
Philosophy
Rationale
Identify possible service failures
Service Standards
Authority
Escalation
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15 Staff training cont.
LEADS:
Listen
Express thanks
Apologize
Do something
Check back for Satisfaction
Role playing
Record keeping
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16 Staff training cont.
7 Slight Edges
Big Picture Thinking Courage Faith Be of Service Economics Ask Affirming Questions Effort
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As far as customers are concerned you are the facility. This is not a burden, but the core of your job. You hold in your hands the power to keep customers coming back – perhaps even to make or break the company.Unknown
When you serve the customer better, there's always a return on your investment.Kara Parlin
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18 Don’t let this be you…
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19 Live Webinar
“Service Recovery: A 2nd Chance to Make a Good 1st Impression”
September 17, 2014. 10:05 – 10:55 AM CST
Fee $19.97 for the live session
$47.97--includes Live session, recording of the session, copy of the Power Point, Trainer notes for group discussion, & unlimited usage.
Call today and reserve your spot
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20 Contact us today
Mark Isaac
Owner/Trainer/Author
Gorman Business Consultants
612-308-3065