Exceptional Customer Service

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PPT Presentation developed and implemented for internal staff members to build morale, develop a team-mentality, and convey the importance of customer service in the delivery of service / patient care.

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Exceptional Customer Service

  1. 1. Strategies for Developing ExceptionalRelationships…<br />FROM THE INSIDE OUT<br />Presented By:<br />Christina Pippin, RN<br />Clinical Liaison<br />& <br />Brandi Woods<br />Director of Marketing <br />
  2. 2. Wheel of Service…<br /><ul><li>Hub – Signature Healthcare… ourpurpose, mission statement, values, goals, and expectations.
  3. 3. Spokes– ALL OF US…(perception, work ethic, attitude, morale, motivation, dedication, and performance)
  4. 4. Rim– Patients AND referral sources (Hospital Social Services, Care Management, Physicians, patient family members, the community, and fellow staff.)</li></li></ul><li>How well does our wheel function???<br />
  5. 5. Factors that affect function…<br />Organizational “set-up”, structure, and values:<br />Hub: The organization / Center of activity or “central point”.<br />Employee morale, dedication, work ethic, and leadership:<br />Spokes: The employees / Any of the small radiating bars connected to the hub of the wheel theprovide support forthe rim and create momentum.<br />Patient and Associate perception:<br />Rim: The outer portion of the wheel secured to the hub by spokes... Where the rubber meets the road!!!<br />
  6. 6. Internal MarketingStabilizing the “wheel” through employee satisfaction…<br />Spokes: The spokes are responsible for the “function” of the wheel. When a single spoke is bent or damaged, eventually it will affect the surrounding spokes. The unfortunate result is a “Ripple Effect” and progressive damage.<br />
  7. 7. Is Internal Marketing Important???<br />*When employees commit to the value of the company and its mission, external marketing strategies become extremely effective, because the employee is not merely<br />“doing a job”…<br />HE/SHE IS A CHAMPION OF THE CAUSE.<br /> ~BNET Editorial<br />
  8. 8. Defining Morale!<br />Morale: <br />1.) the mental and emotional attitude of an individual to the function or tasks expected of him by his group and loyalty to it; <br /> 2.) a sense of common purposewith respect to a group; <br /> 3.) a state of individual psychological well-being based on factors such as a sense of purpose and confidence in the future .<br />~Webster’s Dictionary, 1969<br />
  9. 9. “THE DIRTY DOZEN”(Common everyday actions that destroy morale)<br />Personal insults (either direct or INDIRECT)<br />Invading one’s “personal territory”<br />Uninvited physical contact<br />Threats & Intimidation, BOTH verbal and non-verbal<br />“Sarcastic jokes” and “teasing” used as insult delivery systems<br />Withering e-mail flames<br />Status slaps intended to humiliate their victims<br />Public shaming or “status degradation” rituals<br />Rude interruptions (Lack of respect)<br />Two-faced attacks (gossip)<br />Dirty looks<br />Treating people as if they are invisible<br /> ~Robert I. Sutton, PhD<br /> The No Asshole Rule, 2007<br />
  10. 10. How far you go in life depends on your being tender with the young, compassionate with the aged, sympathetic with the striving and tolerant of the weak and strong. Because someday in your life you will have been all of these. George Washington Carver<br />How AWARE are we of those who are young, aged, challenged, weak or strong???<br />
  11. 11.
  12. 12. “Those who are aware can do the common things of life in an uncommon way… they can command the attention of the world.” George Washington Carver<br />
  13. 13. “EIGHT IS ENOUGH”(eight steps to improving relationships)<br />Focus on what you can control, Not on what you can’t.<br />Do “The Big Three”… Notice what colleagues do right, listen, and show appreciation.<br />Engage one another in ongoing conversations about improving morale.<br />Ask for feedback, especially after difficult interactions (show you care).<br />Ask yourself: “Am I inspired?”<br />Ask yourself: “AM I INSPIRING?”<br />Learn Which Factors And Practices Make The Biggest Difference In Morale And Productivity, And Commit To Executing Them.<br />Learn more about human nature and commit to working for it, not against it. (Maslow’s hierarchy of needs)<br /> “8 ways managers can improve morale”<br /> The Employment Times – April 19, 2004<br /> By David Lee<br /> humannatureatwork.com<br />
  14. 14. “All humans have a need to be respected, to have self-esteem, self-respect, and to respect others. People need to engage themselves to gain recognition and have an activity or activities that give the person a sense of contribution, to feel accepted and self-valued, be it in a profession or hobby.”<br />Wikipedia – Maslow’s hierarchy of needs<br />
  15. 15. Creating workplace champions…<br /> “The best measure of human character is the difference between how a person treats the powerless versus the powerful”… <br /> ~Robert I. Sutton, PHD<br /> THE NO ASSHOLE RULE, 2007<br /> * When an organization<br />appreciates that EACH and EVERY“spoke” is anchored to the “hub” with an equal<br />responsibility in supporting<br />the “rim”, an organization will effectively move forward.<br />
  16. 16. Consider your impact…<br />
  17. 17. Patient Care…“Where the rubber meets the road”<br />The Rim: Outer portion of the “corporate wheel”, joined to the “hub” by “spokes”… Itdetermines the momentum of the organization.<br />
  18. 18. FACT…<br />It is 5 times more difficult to establish a new relationship, than to maintainan existing one. Most patientsleave because of small oversights and lack of attention to the basic essentials of compassionate care<br />
  19. 19. Patient Care…<br />DO’s<br />&<br />DON’TS!!!<br />
  20. 20. DO Respond to patients as Soon as Possible…<br />Service is everything… compassionate care is ALWAYS an act of altruism and generosity. It is very important to remember to respect, and be considerate of, our patients – AND our colleagues… as well as remain mindful of the experiences of others.<br />
  21. 21. DOkeep patients updated…<br />If there is a delay in care… ALWAYS remember the value of empathy. It will go a long way to resolve frustrations that may, or may not, have anything to do with us. <br />Explaining interruptions in work-flow with a POSITIVE attitude will convey sincerity and concern, as well as contribute to preventing hostile situations.<br />
  22. 22. DO pay attention to detail…<br />Call patientsby their name at all times. <br />Use Mr. and Mrs., and sir or maa’m.<br />Convey respect at ALL times… This includes both our verbal and non-verbal communication and interactions with patients… as well as with one another.<br />
  23. 23. DO go the extra mile…<br />If you notice something needs to be done or that a patient seems unhappy, take the time to offer assistance or merely take a moment to listen. “Talk therapy” is the most simple, and often the most important aspect of providing compassionate care.<br />This is equally as important when it comes to internal marketing and professional relationships. Team work is essential to productivity, as well as professionalgrowth and development.<br />
  24. 24. DON’T hide mistakes…<br />Being accountable for ouractions demonstrates integrity and conveys high professional standards.<br />MOST IMPORTANTLY… accountability establishes trust. <br />Remember, trust is the FOUNDATION of ALL relationships.<br />
  25. 25. DO listen to our patients…<br />Actively listen!<br />Offer to clarify things that might be confusing.<br />Remember… medical terminology can be frustratingfor those not affiliated with the medical field. If necessary probe the patient to restate his/her understanding.<br />
  26. 26. DON’Tlose patience with patients.<br />Difficult patientscan create a hostile environment for other patients, as well as staff members. <br />NEVER engage in arguments.<br />Let the patientvent and remain calm before responding.<br />When responding, always demonstrate professionalism and self-control.<br />If all else fails… don’t hesitate to ask for support. WE ARE A TEAM!<br />
  27. 27. Psssst! Somebody’s Watching You…<br />DON’T forget who the “BOSS” really is…<br />Without our patients, we would not have business. Without business, we would not be employed.<br />Weare ALWAYS being watched. Actions really DO speak louder than words.<br />YOU areimportant to this organization, and your hard work is appreciated.<br />
  28. 28. Dissatisfied Patients…“Calculating the Aftermath”<br /><ul><li> “Strong customer relationships impact an organization's productivity more than any ad campaign or public relations effort. Most organizations know that a satisfied client translates directly to increased opportunity. Dissatisfied clients produce devastating ripple effects. </li></ul>Customer loyalty is the key to building a thriving organization. Companies create loyalty by building long-term relationships based on trust. These relationships lead to new opportunities and satisfied clients.”<br />~Building Better Customer Relationships<br />IFI Training, 1999<br /><ul><li>A dissatisfied customer will tell 9-10 people about a negative experience. That number increases if the problem is NOTserious.</li></ul>~Six Sigma<br />
  29. 29. FIVE RULES FOR GREAT PATIENT CARE…<br />We should always greet patients when we enter their room and ask if they need anything before we leave<br />Earn trust(Delivery of services – honesty, accountability, listen & be sincere).<br />Be specific about what the patientcan expect.<br />Ask for clarification when needed to ensure understanding.<br />Be courteous at all times (verbally and non-verbally)<br />
  30. 30. On your mark… Get set… Get rolling!!!<br />
  31. 31. http://www.youtube.com/watch?v=FpJQqzJj534<br />
  32. 32. THANK YOU FOR ALL YOU DO!We ARE proud of OUR team!!!<br />

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