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this is a slideshow presentation I created to use as a follow along to the Customer Service Workshops I facilitated for Wright & Filippis

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Med University

  1. 1. Med University Wright & FilippisPartnering to Enhance Your Success<br />Customer Service Workshop<br />
  2. 2. CS101<br />Quality Customer Service<br />
  3. 3. We all need Customer Service training!<br />I don’t need no customer service training…<br />
  4. 4. You may not always learn something new<br />Sometimes we just need a simple reminder of things we already know<br />A reminder to practice those things we know are important<br />I’ve already seen all of this before…<br />
  5. 5. I never hear any complaints about the job I am doing…<br />Great job!<br />There is a risk that you are not hearing those complaints <br />1 in 10 customers is likely to voice a complaint the other 9 will simply leave<br />If a customer is willing to voice their problems it means they trust you to take care of them<br />
  6. 6. I’m not a customer service representative. Customer service is not my job!<br />It is true some have more contact with customers than other<br />We are in a customer service business!!!<br />
  7. 7. You don’t know my customers!<br />Yes we do! <br />You have one of the most difficult jobs that exists, dealing with sick people<br />In addition you are dealing with referral sources, insurance companies, physician’ offices, etc. <br />
  8. 8. Poor Service Can And Does Exist<br />Some reasons for poor service:<br />Some employees don’t care<br />There are differences in what you think the customers need and what they actually want<br />Employees are offered poor training and planning for customer service<br />Poor handling of complaints<br />There are employees who don’t have the power or the will to take care of the customers<br />Employees’ frustration from being treated poorly by customers<br />Quality Service<br />
  9. 9. Your job can’t survive without the business and the business can’t survive without customer service<br />One of the factors most critical to job satisfaction is the ability to feel as if we make a difference in the lives of others<br />The skills necessary for effective customer service, the ability to listen, to organize and to seek creative solutions, are the foundations of every future career advancement<br /> What’s In It For Me?<br />
  10. 10. Customers are primarily interested in:<br />Price <br />Quality<br />Performance and Service<br />Customer Service: The Exchange<br />
  11. 11. The Golden Rule and HME<br />“treat others as you would want to be treated”<br />In the HME business this is more of a challenge<br />Our customer may have not chosen us<br />They are not thrilled to have to use us- due to many factors one being illness<br />keeping mindful of these facts will help us to improve our customer service skills <br />Customer Service: The Exchange<br />
  12. 12. We are in the business of providing services. <br />We know our products. What are our services?<br />Delivery<br />Billing<br />Answering questions<br />Providing EMPATHY<br />Products vs. Services<br />
  13. 13. Customer Needs <br />Research shows patients need 5 consistent things:<br />Understood <br />Welcome<br />Important<br />Comfort<br />Safety<br />
  14. 14. Customers want to be listened to <br />They want to be certain their concerns are being heard<br />They want their questions answered<br />Customers want you to understand their perspective<br />They want you to understand their emotions<br />Need to Feel Understood<br />
  15. 15. Need to Feel Welcome<br />Customers like it when you use their name<br />They like to be recognized<br />If they come to your storefront they like convenient parking and someone to greet them as they come in<br />
  16. 16. Customers want to feel appreciated<br />They want to be thanked<br />They want to know someone will go out of their way for them<br />Are customers treated with courtesy?<br />Do employees know their individual needs and challenges?<br />Need to Feel Important<br />
  17. 17. Customers want privacy and comfortable surroundings<br />They want to feel at home<br />Are instructions provided clear?<br />Are they treated with dignity, is their comfort taken into consideration?<br />Need for Comfort<br />
  18. 18. Need for Safety<br />Can they count on your confidentiality?<br />Your word?<br />Do you give them good advice?<br />Will you take care of them?<br />
  19. 19. Group Exercise #1<br />Basic Needs of Customers<br />
  20. 20. Reliability-the ability to perform the promised service <br />Responsiveness-willingness to help customers and provide prompt service<br />Assurance-knowledge and courtesy of employees and their ability to convey trust as well as confidence<br />Empathy-caring, individualized attention provided to customers by the firm<br />Tangibles-appearance of physical facilities, equipment, and personnel <br />Elements of Customer Service<br />
  21. 21. Reliabilitythe ability to perform the promised service <br />Reliability = Consistency<br />Do whatyou say you are going to do. <br />Do it when you say you are going to do it.<br />Do it right the first time. <br />Follow-upand follow through.<br />
  22. 22. Responsivenesswillingness to help customers and provide prompt service<br />Responsiveness = Promptness<br />Do you greet people as they come in?<br />Do you make yourself immediately available<br />Do you answer the phone by the 3rd ring and when you transfer , do you make sure they are connected?<br />How quickly do you respond when a customer needs you?<br />
  23. 23. Assuranceknowledge and courtesy of employees and their ability to convey trust as well as confidence<br />Assurance = Trust<br />Are you credible?<br />Do people feel they can trust you?<br />Can customers believe your answers?<br />Does it ease their concerns when they hear something from you?<br />
  24. 24. EmpathyCaring, individualized attention provided to customers<br />Empathy = Perspective<br />Are you willing to see things from your customers perspective?<br />Do you treat each customer as an individual?<br />Do you work hard to build rapport and can you customize your service to meet each customer’s needs?<br />
  25. 25. Tangiblesappearance of physical facilities, equipment, and personnel<br />Tangibles = Appearance<br />Is appearance appropriate and professional?<br />How about the appearance of the staff?<br />And correspondence that goes out with your name?<br />
  26. 26. Elements of Quality Customer Service<br />Now we know the basic needs of customers and the elements of quality customer service.<br />What do you think upsets customers the most?<br />They didn’t get what they were promised<br />Someone was rude<br />No one went out of their way to take care of them<br />No one listened to them<br />Products were faulty<br />They were put on hold without requesting permission<br />Staff was untrained or under qualified<br />Deadlines were missed<br />Industry jargon was used<br />Which of the above can you personally control? <br />
  27. 27. They didn’t get what they were promised<br />Someone was rude<br />No one went out of their way to take care of them<br />No one listened to them<br />They were put on hold without requesting permission<br />Industry jargon was used<br />What are our strengths and weaknesses?<br /> Select one weakness and create a solution for that weakness this month.<br />Lets Create a Solution!!!<br />
  28. 28. Lets anticipate what can go wrong. In order to do this we must be able to put ourselves in their place. Can you help them to systemize their needs? What kind of service should be anticipated so they don’t have to request it?<br /> (equipment maintenance, telephone checklist, systematic follow-up)<br />Don’t wait for a problem to develop. Ask yourself: <br />“Have I considered all of my customers needs?”<br />“What will they need next?”<br />“How can I improve service now for my patient?” <br />Anticipation<br />
  29. 29. The first element<br /> The outflow of information<br />What information do your customers need to know?<br />What questions do they commonly have?<br />If you have to explain something over and over, how can you systemize that explanation?<br />Communication<br />
  30. 30. The second element<br />Feedback<br />Spend time identifying what is important to your customers<br />Identify three things that are most important to customers and ask them those questions over and over again<br />Don’t wait to hear from the customer<br />Actively reach out and solicit customer comments rather than listening to their complaint<br />Ask “How are we doing?” as an approach to solicit feedback<br />Communication<br />
  31. 31. Communication Glitches<br />Overpromising – promising the customer more than you can do or can deliver<br />Failing to stay in touch when a problem exists<br />Failing to listen<br />Using industry jargon<br />Telling but not explaining <br />Communication without courtesy<br />Communication<br />
  32. 32. Who is responsible for what in your organization?<br />What could fall through the cracks?<br />How are all parts of the delivery system kept coordinated with one another?<br />Who is responsible for that?<br />Make certain that someone is responsible for every step.<br />Organization<br />
  33. 33. The Personal Dimension<br />How can we personally improve???<br />
  34. 34. Every encounter a customer has with you is a “moment of truth”, those one-on-one encounters with customers; they are the point at which customers make judgments about the organization and its quality of service. In that encounter customers will make a judgment on:<br />What kind of people the company employs<br />The company’s value system<br />What the company can accomplish <br />Appearance<br />
  35. 35. Attitude<br />Quality service and a positive attitude are inseparable. You will know that you have a positive when you feel challenged to find a solution rather than being frustrated by an irate customer. <br />Avoid feeling like a victim by taking charge of your work life and choosing your disposition then maintaining it no matter who confronts you.<br />
  36. 36. Attitude<br />The longer I live, the more I realize the impact of attitude on life. <br />Attitude, to me, is more important than facts. It is more important than the past, than education, than money, than circumstances, than failures, than successes, than what other people think or say or do. It is more important than appearance, giftedness, or skill. It will make or break a company ... a church ... a home. <br />The remarkable thing is we have a choice every day regarding the attitude we will embrace for that day. We cannot change our past. We cannot change the fact that people will act in a certain way. We cannot change the inevitable. <br />The only thing we can do is play on the one string we have, and that is our attitude ... I am convinced thatlife is 10% what happens to me, and 90% how I react to it. And so it is with you ... we are in charge of our Attitudes. <br />
  37. 37. Some ideas for managing our situations<br />Take care of one customer at a time<br />If a chronic problem arises, change it<br />Stay informed <br />Remember to laugh<br />Express yourself <br />Vary your routine<br />Attitude<br />
  38. 38. If attitude is a matter of mind, it is reflected in our body language and tone of voice. Attitude is found in your smile (even on the phone)!<br /> Keep in mind the<br /> tone you want present. <br />Attitude<br />
  39. 39. Tune into the customers unique needs and wants. What would you want?<br />You would want to be heard<br />You would want to receive acknowledgment of your situation<br />You would want to know that someone cares<br />Attentiveness<br />
  40. 40. Tact involves the choice of words. Try to avoid using the word “you,” as in, “you will have to call back later” or, “You should have taken care of this earlier.” Instead try “here is what we need to do to get back on track.”<br />Tact<br />
  41. 41. Think of how you can help and what knowledge you need in order to offer good advice. <br />Be willing to say “I don’t know, but here is how I will find out”<br />Their lives can be better today because of you<br />Guidance<br />
  42. 42. Customer Service is Selling <br />Great service and good information = improved sales<br />The key to creating additional sales is knowing what products would be appropriate and helpful for the patient. <br />Selling<br />
  43. 43. Listen <br />Repeat<br />Apologize<br />Acknowledge<br />Create<br />Explain<br />Thank<br />Key Elements For Handling Complaints:<br />
  44. 44. Group Exercise #2<br />Handling a Complaint<br />
  45. 45. CS106<br />Customer Service Fast Facts<br />
  46. 46. From the customers point of view you are the company. Based on your attitude and actions customers will make their judgment on:<br />what kind of people the company employs<br />The company’s value system<br />What the company can accomplish<br />You Are The Company<br />
  47. 47. Providing high quality service can save the company money. Employees spend less time reacting to problems and more time proactively improving the company<br />Losing customers costs a great deal more than keeping them <br />Great service providers are making themselves valuable to the business<br />The same skills that lead to customer satisfaction; listening, empathy, and empowerment; also lead to increased productivity and satisfaction<br />The Value of Service<br />
  48. 48. Lifetime Value of a Customer<br />Spend some time with a coworker or supervisor. Identify one customer and try to determine what they spend in one year. Multiply that by how many years you could expect them to be a customer. <br />
  49. 49. Obviously, one of your customers is the patient, the customer who needs you service. However, your customers are also:<br />That patients family and friends (and your potential customers)<br />The very important referral sources who offer you business everyday<br />The insurance companies that often pay the bills <br />Visitors<br />Treat our customers as individuals. Treat them as you would want your children and family members to be treated<br />Know Your Customer<br />
  50. 50. A customer is the most important person in this office- in person, by phone, or by mail<br />Customers are not an interruption of our work- they are the purpose for it<br />Customers are not dependant on us; we are dependant on them <br />We are not doing them a favor by serving them; they are doing us a favor by allowing us to do so<br />A customer is not someone to match wits with. Nobody ever won an argument with a customer<br />A customer is a person who brings us their wants. It is our job to handle them profitably- to them and to ourselves<br />
  51. 51. Ask yourself the following questions after a service encounter<br />Did I completely understand what the customer wanted?<br />Did the customer get what he or she wanted?<br />Did I get the information in a clear and consice manner?<br />Did the customer receive quality service?<br />Is the customer really satisfied?<br />Determine how you can improve in these areas for your next encounter<br />Customer Expectations and Satisfaction<br />
  52. 52. What Matters to a Customer<br />Customers want:<br />Respect for their time (understood, important)<br />Simplicity (comfortable)<br />Accuracy-no mistakes (safe)<br />Accessibility (welcomed, comfortable)<br />You to keep your word- exceed it (safe)<br />Courtesy (welcomed, important)<br />Personal attention (understood)<br />Prompt attention (important)<br />To count on you (safe)<br />Apprecation (welcome, important, understood)<br />Knowledgeable staff (safe)<br />Explanations (safe, understood)<br />To be treated like a friend (important)<br />
  53. 53. Learn to say YES<br />Provide basic courtesy<br />Listening<br />Using the phone <br />Recovery<br />Some Customer Service Skills and Approaches<br />
  54. 54. When a customer makes a request, before answering “no”, slow down. Be different, make a difference, find a way. Be the customers advocate. Explore every alternative before saying “no” to the customer. <br />Learning to Say YES<br />
  55. 55. Always greet the customer and then offer help<br />Constantly use the language of courtesy, “ thank you, you’re welcome, we appreciate your business.”<br />Speak in positive action oriented terms: “I will, I can, the product does”<br />Keep the customer informed<br />Provide Basic Courtesy<br />
  56. 56. Reminders about listening<br />We find it difficult to listen because:<br />We like to hear ourselves speak<br />We feel we have to respond to every thought, right away<br />When listening:<br />Make notes as the conversation progresses<br />When needed restate the customers words for confirmation<br />Listen for conversational tone<br />Don’t assume what the customer is going to say<br />Approach every conversation from the customers perspective<br />Listen<br />
  57. 57. Survey says…<br /> the most annoying phone habits are<br />When a phone is not answered by the 3rd or 4th ring<br />Automated phone menus<br />Being put on hold without permission<br />Not knowing who they are speaking with<br />Unknowledgeable employees<br />The first 30 seconds of a phone call sets the tone for the remainder of the contact. The last 30 seconds are critical to establishing lasting rapport<br />Using the Phone <br />
  58. 58. Tips:<br />Answer by the 3rd ring<br />If you put them on hold let them know why, how long they will be on hold and what you will be doing during that time<br />Answer the phone: greeting, company name, your name<br />Know what you are talking about<br />Allow them to hang up first. Always thank them for their call<br />Using the Phone<br />
  59. 59. Apologize. Say “I’m sorry”, show the mistake matters<br />Listen. It shows the person matters<br />Fix it. The quicker the better<br />Follow-up. Make certain the problem was repaired<br />Recovery<br />
  60. 60. Practice the 4 T’s: Tell Them The Truth<br />Do what you say you are going to do and do it right the first time<br />Customers don’t want to hear “I don’t know”, “That’s not my job”, “I can’t help you”<br />Underpromise and overdeliver<br />Remember expectations<br />Things to Keep in Mind…<br />
  61. 61. CS104<br />Taking the Customers Perspective<br />
  62. 62. Empathy is:<br />The capacity to participate in another individual’s feelings<br />Feeling both the pain and joy of others<br />An acute awareness of another person’s circumstances and how they will react to those circumstances<br />The feeling of empathy is a selfless emotion that comes easier to some than to others<br />Empathy: taking the customers perspective<br />
  63. 63. Listen from the customers perspective<br />You would want to be heard <br />You would want to receive acknowledgment<br />You would want to know someone cares<br />The Skills of Empathy<br />
  64. 64. Steps for taking action<br />Consider what the situation looks like from their angle<br />Listen and observe well<br />Act. Respond appropriately<br />Taking Action<br />
  65. 65. Words to avoid:<br />Should’ve <br />Can’t <br />Don’t <br />Always<br />Never<br />Our company policy<br />Saying No With Empathy<br />
  66. 66. Exercise #3<br />Customer service<br />
  67. 67. Exercise #4<br />Taking Action<br />