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Dating with customer
Dating with customer
Dating with customer
Dating with customer
Dating with customer
Dating with customer
Dating with customer
Dating with customer
Dating with customer
Dating with customer
Dating with customer
Dating with customer
Dating with customer
Dating with customer
Dating with customer
Dating with customer
Dating with customer
Dating with customer
Dating with customer
Dating with customer
Dating with customer
Dating with customer
Dating with customer
Dating with customer
Dating with customer
Dating with customer
Dating with customer
Dating with customer
Dating with customer
Dating with customer
Dating with customer
Dating with customer
Dating with customer
Dating with customer
Dating with customer
Dating with customer
Dating with customer
Dating with customer
Dating with customer
Dating with customer
Dating with customer
Dating with customer
Dating with customer
Dating with customer
Dating with customer
Dating with customer
Dating with customer
Dating with customer
Dating with customer
Dating with customer
Dating with customer
Dating with customer
Dating with customer
Dating with customer
Dating with customer
Dating with customer
Dating with customer
Dating with customer
Dating with customer
Dating with customer
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Dating with customer

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  • 1. UR CUSTOMER D   A   T   I   N   G Customer is the king
  • 2. What is good ? The one which has more good and less bad .
    • What is bad ?
    • The one which has more bad and less good.  
  • 3.
    • A HOSPITAL, LIKE ANY OTHER BUSINESS, NEEDS GOOD CUSTOMER RELATIONS .
  • 4.
    • UNFORTUNATELY, WE HAVE FEW ROLE MODELS OF GOOD CUSTOMER RELATIONS, AS EVERY DAY WE DEAL WITH VARIETY OF PEOPLE THAT DON’T LIVE UP TO OUR EXPECTATIONS.
  • 5.
    • IN HOSPITAL CARE , COSTS ARE GOING UP AND SERVICE IS COMING DOWN.
  • 6.
    • THE TIME HAS COME TO MAKE SOME CHANGES SO THAT WE CAN BETTER MEET OUR PATIENT’S NEEDS AND ATTRACT MORE PATIENTS TO OUR HOSPITAL.
  • 7. TRY “DATING” YOUR PATIENTS
    • THE KEY TO BEING IN TUNE WITH YOUR PATIENT’S NEED IS TO FORM BETTER RELATIONSHIPS WITH THEM.CULTIVATING PATIENT RELATIONSHIPS IS MUCH LIKE DATING; IT REQUIRES:
    • 1. THE RIGHT AMOUNT OF THOUGHFUL PLANNING
    • 2. PREPARATION
    • 3.INTELLEGENT NURTURING,
    • 4.DILIGENT CARING.
  • 8. WHAT ACTUALLY IS DATING?
  • 9. D DAZZLE PATIENTS WITH YOUR SERVICES.
  • 10. A ANTICIPATE YOUR PATIENT'S NEEDS BY EMPHASIZING CARING OVER COSTS
  • 11.
    • TREAT YOUR PATIENT’S WELFARE BY BEING A PROBLEM SOLVER.UNDERSTAND THEIR CONCERNS AND TREAT THE WHOLE PERSON, NOT JUST THE SYMPTOMS.
    T
  • 12. I INNOVATE BY UNDERSTANDING MOST RULES SHOULD BE FLEXIBLE.
  • 13.
    • NURTURE YOUR EMPLOYEES AND ATTENDANTS BY GIVING THEM THE SAME CARE AND RESPECT YOU WANT THEM TO GIVE YOUR PATIENTS.
    N
  • 14. EMPLOYEES ARE INTERNAL CUSTOMER
    • To prepare for any sales culture we must remember that dissatisfied employees cannot satisfy External Customers. Great Customer service is the result of
    • T-E-A-M building . T-E-A-M means Talent-Enthusiasm-Attitude-Motivation. 
  • 15.
    • Internal Customers are as important as External Customers. T-E-A-Ms are normally made up of a gathering of far-flung and unlikely associates that are given a goal. Bringing them together is not enough...getting them to work together, on a mission, creating and overcoming goals means that the T-E-A-M has embraced a single goal... to be the best .
  • 16.
    • People are the cornerstones for your success...they make or break factor in today's fiercely competitive market place. A dissatisfied employee costs your company money, gives poor Customer service, recruits others (externally and internally). They must be turned into a satisfied employee who desires to give exceptional service.  Focus on Internal Customer satisfaction prior to External Customer satisfaction. Invest in retention!
  • 17.
    • GUARANTEE YOU STAY IN BUSINESS BY MAKING SURE YOU HAVE A GREAT PATIENT SERVICE PLAN FOR ATTENDANTS,EMPLOYEES AND YOUR PATIENTS AND THEN ENSURE THAT YOUR EMPLOYEES
    • UNDERSTAND IT AND FOLLOW IT.
    G
  • 18. PROBLEM SOLVERS
    • THE KEY DIFFERENCE BETWEEN OTHER SERICE PROVIDERS AND HEALTHCARE PROVIDERS IS THAT HOSPITALS AND STAFF NEED TO BE “PROBLEM SOLVERS”
    • SO BECOME AN INTERPRETER OF WHAT PATIENT’S NEED AND VALUE.
  • 19. THEY MADE THE CHOICE TO COME TO YOUR HOSPITAL AND USE YOUR SERVICES.
    • ONCE THEY’RE IN YOUR HANDS AND DEPENDENT ON YOUR WISDOM TO PROVIDE A SOLUTION.
  • 20. HOW TO IMPROVE SERVICES?
    • TOO OFTEN, ADMINSTRATORS,HOSPITAL EXECUTIVES AND MANAGERS STAY IN THEIR OFFICES SITTING AT THEIR DESK.THEY MAY HEAR OF DETERIORATING CONDITIONS IN THE ORGANIZATIONS THAT THEY LEAD, BUT THEY DO NOT SEE THE CONDITIONS FOR THEMSELVES.
  • 21. NO SUBSTITUTE FOR FIRSTHAND INFORMATION AND DIRECT CONTACT EXISTS.
    • TO SERVE YOUR PATIENTS:
    • 1. YOU NEED COMMITTED EMPLOYEES , &
    • 2.YOU NEED SUPPLIERS THAT CAN RELIABLY DELIVER THE PRODUCTS YOU PROVIDE TO YOUR PATIENTS.
  • 22. HOSPITALS MUST LISTEN TO THEIR PATIENTS, SUPPLIERS AND EMPLOYEES TO MAKE SURE ALL NEEDS ARE BEING MET. AND REMEMBER,JUST BECAUSE YOUR HOSPITAL HAS FOLLOWED A CERTAIN PROCEDURE FOR 30 YEARS DOES’T MEAN IT’S THE BEST WAY TO HANDLE SOMETHING. DON’T BE A SLAVE TO TRADITION. Bath at ganga
  • 23.
    • Do you think your Customers are satisfied?  Customer satisfaction doesn't always mean Customer loyalty. These days, even if your Customers appear completely satisfied with your product or service, 40%-50% of them will leave you and start doing business with your competition.
  • 24.
    • On the surface, 40%-50% may not seem like that much. After all, over half of your satisfied Customers are coming back. But the math isn't so simple, because attracting new Customers can cost more than double the amount it takes to attract repeat business from your existing Customer base.
  • 25.
    • Relationship Capital is one of your greatest assets. Protect your business with great customer service by :
    D A T I N G Your Customers.
  • 26. 10 TIPS TO HELP MAKE YOUR CRM MORE PERSONAL AND PRODUCTIVE
    • 1. SHOW WHAT YOU OFFER:
    • DAZZLE YOUR PATIENTS WITH YOUR KNOWLEDGE.SHOW THEM YOU KNOW YOUR BUSINESS AND DEMONSTRATE YOUR EXPERTISE.YOU NEED TO SHOWCASE YOUR KNOWLEDGE AS YOU UNDERSTAND YOUR PATIENT’S NEEDS.IDENTIFY, INDIVIDUALIZE AND CONTINUOUSLY INTERACT WITH PATIENTS.THESE PERSONAL INTERACTIONS FORCE YOU TO GROW AND SERVE.
  • 27. 2.CREATE AN INDIVIDUALIZED PATIENT PLAN
    • PATIENTS HAVE HEARD IT ALL.THEY WANT TO KNOW WHY YOUR SUGGESTIONS ARE THE BEST SOLUTION TO THEIR NEEDS.THEY WANT TO KNOW HOW YOU HAVE INDIVIDUALIZED YOUR TREATMENT PLAN TO THEM.THIS IS THEIR LIFE.
  • 28.
      • THEY WANT TO KNOW THAT YOU CARE,
      • THAT YOU UNDERSTAND THEIR FEARS,AND
      • YOU WILL TREAT THEM AS INDIVIDUALS.
  • 29. 3.NURTURE YOUR PATIENTS
    • NO TWO PATIENTS ARE ALIKE.
    • ONE –TO – ONE INTERACTION ALLOWS PERSONALIZED,RELEVANT,USEFUL,AND NURTURING CONTACTS TO BE MANAGED AS A PROCESS. EVEN THE MOST INARTICULATE NURTURER CAN BE SUPPORTED WITH AN ONLINE MENU OF LETTERS,MEMOS,NOTES AND OTHER EXPRESSIONS OF TRUE SENTIMENTS.TREAT YOUR PATIENTS THE WAY YOU WANT TO BE TREATED.
  • 30. 4.OFFER TARGETED,PRECISE SOLUTIONS
    • DO NOT OFFER A “HISTORICAL”APPROACH TO A
    • PROBLEM. WE GET “TONES” ALL THE TIME, BUT
    • DO WE LISTEN?MOST PATIENTS WILL TELL YOU
    • WHAT THEY WANT.THEY PROVIDE THE
    • INFORMATION YOU NEED TO BE SUCCESSFUL.
  • 31.
    • UNFORTUNATELY,MOST
    • DOCTORS AND NURSES DO
    • NOT REALLY LISTEN. THEY TELL
    • THE PATIENT WHAT THEY HAVE BEEN PROGRAMMED TO SAY. INSTEAD, THEY NEED TO BE
    • FLEXIBLE IN THEIR APPROACH.
    • MANAGE THE PATIENT’S EXPECTATIONS .
  • 32. 5.FOCUS ON KEEPING YOUR CURRENT PATIENTS
    • JUST LIKE ANY BUSINESS , YOU’LL SPEND MORE MONEY TO GET A NEW PATIENT THAN TO KEEP AN OLD ONE. SO WHY DO WE FORGET ABOUT THE PATIENTS WE HAVE AND CONSTANTLY TRY TO GET NEW ONES?A SIMPLE FOLLOW UP ONCE A YEAR BY E MAIL,PHONE OR A PERSONAL MEETING WITH EACH PATIENT TO DETERMINE THEIR NEEDS WILL BE REWARDING TO BOTH PATIENT AND STAFF.
  • 33. 6.STAY POSITIVE
    • USE EMAILS, PHONE CALLS AND PERSONAL NOTES FOR MAKING “TOUCH THAT MATTER”. PEOPLE REMEMBER PEOPLE WHO INTENTIONALLY CREATE EXPERIENCES THAT MAKE THEM FEEL SPECIAL.KEEP THE TONE POSITIVE. OFTEN,PATIENTS WEREN’T HAPPY THAT THEY WERE SICK.LET THEM KNOW YOU CARE.
  • 34. 7.TAKE PRIDE IN YOUR SOLUTIONS BUT DON’T TAKE ALL THE CREDIT.
    • AN ATTITUDE OF GRATITUDE WITH YOUR TEAM SHARES THE RESULTS AND ENCOURAGES CONTINUED NURTURING.MAKE SURE YOUR STAFF UNDERSTANDS THEIR ROLE IN KEEPING YOUR PATIENTS SATISFIED.NURTURE THIS RELATIONSHIP.DISSATISFIED EMPLOYEES CANNOT KEEP YOUR PATIENTS SATISFIED.
  • 35. 8.DON’T REST ON YOUR SUCCESSES
    • WITHOUT A MAINTENANCE PROGRAMME, YOUR PATIENTS WILL NOT RETURN TO YOUR HOSPITAL WHEN THE NEED ARISES.IN FACT, FORTY PERCENT OF ALL PATIENTS PROBABLY WON’T CHOOSE YOU AGAIN.AS SUCH, YOU WILL LOSE REVENUE,REFERRALS AND CONTINUITY.SO STAY IN TOUCH WITH THEM.
  • 36. 9.STOP PONDERING THE PAST AND BEGIN NURTURING THE FUTURE
    • FAILURE IS THE SECOND COUSIN TO SUCCESS.REALIZE THAT CHANGES TAKE TIME. IF YOUR PATIENCE FAILS,LEARN FROM IT.
  • 37. 10.REMEMBER TO DATE YOUR PATIENTS
    • IF YOUR ORGANIZATION IS GOING TO COMPETE IN TODAY’S FIERCE MARKET YOU MUST THINK PROGRESSIVELY.THE FIRST PLACE TO TAKE ACTION IS WITH YOUR PATIENTS.THEY ARE NO LONGER LOYAL.PRICE BEING EQUAL, THEY REALLY DON’T CARE IF YOU HAVE WORKED WITH THEM FOR YEARS,UNLESS YOU HAVE FORMED A RELATIONSHIP AND BECOME A PROBLEM SOLVER THEM.
  • 38.
    • THAT WILL ENSURE THEY RETURN TO YOUR HOSPITAL WHENEVER THE NEED ARISES.
    • BY FORMING CARING AND OPEN RELATIONSHIPS WITH YOUR PATIENTS,YOU WILL KEEP THE PATIENTS YOU HAVE AND ATTRACT MORE.TAKE THE TIME YOU NEED TO DEVELOP A PLAN THAT WILL IMPROVE THE HOSPITAL EXPERIENCE FOR YOUR PATIENTS.ONCE IMPLEMENTED,YOUR HOSPITAL WILL BE READY FOR WHATEVER CHANGES COMES ITS WAY.
  • 39.
    • When you go beyond Customer satisfaction and create true Customer loyalty, you develop long-term relationships, which lead to increased profits. THE END RESULT IS CUSTOMERS WHO LOVE YOU AND A BUSINESS THAT GROWS AND THRIVES.
    END RESULT
  • 40. RUDE BEHAVIOUR OF SECURITY PERSONS. POOR CANTEEN SERVICES. VISITING TIME SHOULD BE FLEXIBLE. NURSE CO-OPERATIVE. RESIDENT DOCTORS SERVICES ARE VERY GOOD EMERGENCY SERVICES ARE VERY GOOD. DR.SANGEETA’S APPROACH IS VERY EFFECTIVE NO LIFT FOR 6TH FLOOR CASH COUNTER. DOCTOR SHOULD TALK TO ATTENDANT AT LEAST ONCE IN 24 HRS. DISCHARGE PROCEDURE IS VERY TRADITIONAL AND TIME CONSUMING. HELPFUL ATTITUDE OF NURSES ATTENDING AT 4TH FLOOR. DR.K.CHETTRI IS FOUND VERY AFFECTIONATE. SECURITIES ARE HELPFUL. POOR PARKING. TOILET NOT PROPERLY CLEAN. ARROGANT BEHAVIOUR OF NURSING STAFF. PROCESS ARE TAKING TIME. TEAM EFFORT OF DOCTORS NURSING CARE CLEANILINESS BRICKBATS BOUQUETS
  • 41. GOOD BAD MORE FANS NEEDED FOR 3RD FLOOR WAITING ROOM. STAFF MAY BE TRAINED IN MORE PROFESSIONAL ENTRANCE ROAD MAY BE REPAIRED. ATTENDANT BED IS TOO SMALL. COMPETENT AND FRIENDLY DOCTORS. SENSE OF SECURITY. EXCELLENT HOUSEKEEPING. NO NEWSPAPER OR TV IN 2ND FLOOR(215E) CANTEEN FOOD PRICE IS VERY HIGH NOT SO GOOD BEHAVIOUR FROM FEMALE RECEPTIONIST. THE WARD IS VERY HYGENIC AND WORKING SINCERELY. DISCIPLINE OF THIS HOSPITAL IS EXCELLENT. AVAILABILITY OF MEDICINE INSIDE HOSPITAL
  • 42. Here’s some good old Chinese wisdom! Do not click. Put on the sound
  • 43.
    • An elderly Chinese woman had two large pots, each hung on the ends of a pole, which she carried across her neck.
  • 44.
    • One of the pots had a crack in it while the other pot was perfect and always delivered a full portion of water.
  • 45.
    • At the end of the long walk from the stream to the house, the cracked pot arrived only half full.
  • 46.
    • For a full two years this went on daily, with the woman bringing home only one and a half pots of water.
  • 47.
    • Of course, the perfect pot was proud of its accomplishments.
  • 48.
    • But the poor cracked pot was ashamed of its own imperfection, and miserable that it could only do half of what it had been made to do.
  • 49.
    • After 2 years of what it perceived to be bitter failure, it spoke to the woman one day by the stream.
  • 50.
    • “ I am ashamed of myself, because this crack in my side causes water to leak out all the way back to your house.”
  • 51.
    • The old woman smiled, “Did you notice that there are flowers on your side of the path, but not on the other pot’s side?
  • 52.
    • That’s because I have always known about your flaw, so I planted flower seeds on your side of the path, and every day while we walk back, you water them.”
  • 53.
    • “ For two years I have been able to pick these beautiful flowers to decorate the table.”
  • 54.
    • Without you being just the way you are, there would not be this beauty to grace the house.”
  • 55.
    • Each of us has our own unique flaw…
  • 56.
    • But it’s the cracks and flaws we each have that make our lives together so very interesting and rewarding.
  • 57.
    • You’ve just got to take each person for what they are and look for the good in them.
  • 58.
    • To all of my crackpot friends,
    • have a great day
    • and remember to smell the flowers,
    • on your side of the path.
  • 59.
    • Take the time to send this message
    • to all your friends Who have a
    • cracked
    • side…
    And God knows how many we are!!! Abinash
  • 60.  

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