You are the First Impression of Joslin

• Express your enthusiasm for what Joslin can do for patients

• Encourage patients to use the whole team• Know your program and be able to explain the

services• Stress the importance of patients keeping

appointments• When making reminder phone calls, ask patients if

they intend to keep the appointment• As the patient is leaving ask, “Is there anything else

we can do for you today?”

The E’s (Ease) of Customer Service

10 E-ssentials 1. Everyone’s name used (personal)2. Etiquette (courteous a’ la Ritz)3. Exact (on-time / correct)4. Exceptional Educational Material (Wow!)5. Exceed Expectations (offer an Extra

something)6. Easy, Effortless Systems (anticipate needs)7. Entertaining (edu-tainment)8. Employee Enjoyment (happy, rewarded,

smiling!)9. Engage all Senses (enhancing the experience)10.Educate (staff and patients alike)

When Things Go Wrong…• Communicate with patients – do not ignore

them• Acknowledge the problem

– Apologize for the inconvenience

• Explain what will be done, is being done or was done to fix the problem

• Inform patients about delays– Tell patients you are running behind– Explain the reason– Call patients if necessary– Offer them the opportunity to reschedule

• Offer a service recovery gift; discuss options with your team

You are the face and voice of the

Joslin Diabetes Center, world-recognized leader!

Makes us proud!