You are the First Impression of Joslin

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Post on 31-Dec-2015

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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 - PowerPoint PPT Presentation

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  • You are the First Impression of JoslinExpress your enthusiasm for what Joslin can do for patientsEncourage patients to use the whole teamKnow your program and be able to explain the servicesStress the importance of patients keeping appointmentsWhen making reminder phone calls, ask patients if they intend to keep the appointmentAs the patient is leaving ask, Is there anything else we can do for you today?

  • The Es (Ease) of Customer Service

  • 10 E-ssentials Everyones name used (personal)Etiquette (courteous a la Ritz)Exact (on-time / correct)Exceptional Educational Material (Wow!)Exceed Expectations (offer an Extra something)Easy, Effortless Systems (anticipate needs)Entertaining (edu-tainment)Employee Enjoyment (happy, rewarded, smiling!)Engage all Senses (enhancing the experience)Educate (staff and patients alike)

  • When Things Go WrongCommunicate with patients do not ignore themAcknowledge the problemApologize for the inconvenienceExplain what will be done, is being done or was done to fix the problemInform patients about delaysTell patients you are running behindExplain the reasonCall patients if necessaryOffer 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!

    *****