Customer service ppt

1. CUSTOMER MAPPING
and SERVICE CYCLES

2. CUSTOMER MAPPING
and SERVICE CYCLES

3. WHO AREOUR
C
U
D
S
I
T
R
O
E
C
M
T
E
R
S
?
• individuals or organizations that avail
themselves of your products (results, outputs) or
services (expertise, knowledge) directly for their
personal organizational use.
INDIRECT
•individuals or organizations that benefit
from your products or services
through another party or from a direct
customer.

4. The Customer…
•Internal
•External

5. Who are the HOSPITAL
CUSTOMERS?

6. HOSPITAL
CUSTOMERS…
•Doctors
• Nursing Staff
• Paramedics
⚫ Visitors
⚫ Agents
⚫ Vendors
• Sanitation Staff⚫ Community
• Patients
• Relatives

7. Service provider
(YOUR NAME)
Kind of Svc catered
(1a )
People that
need your
svcs most
(1b )
People that
need less of
your svcs
(2a)
People that
depend most
on your svcs
(2b)
People that
depend less on
your svcs
(3a)
People that
gets most of
your time
(3b)
People that
gets less of
your time
ACTIVITY 1: CUSTOMER
MAP

8. Service provider
(Ms Rose R)
Prepares Financial
Statements
(1a )
Staff/Personn
el of COA,
GHQ
(1b )
Staff/Personn
el of AFP
RMO
(2a)
Personnel of
COA Main
Office
(2b)
Staff/Pers of
DND & DBM
(3a)
Staff/Pers of
FAUs
(3b)
Immediate
Supvrs
Example:

9. Service provider
(Dr Llosa)
Pediatric Dental Svc
(1a )
Patients
6mos-15yo
Military
Dependents
Auth Civ
Depndnts
Others
(1b )
Parents
Guardians
(2a)
Dental Aide
Dental
Assistants
(2b)
Supervisor/CO
Dental Lab
Tech
Dental Rad
Tech
(3a)
Patients who are
uncooperative,
medically
compromised & w/
special needs
(3b)
Patients who are
cooperative, recall
patients or follow
up patients
Example:

10. The Customer Service Paradox
People may come in contact with
only one or a few parts of an
organization;
but they generalize this limited
experience to form their opinion
of the whole organization.

11. ●Is any episode in which a customer
comes into contact with any aspect of
the company, however remote, and
thereby has an opportunity to form an
impression of the organization.”
●Jan Carlson, President
●Scandinavian Airlines System
“A Moment of Truth…

12. Key MOT is the waiting period
wherein the customer will either be
satisfied or dissatisfied with the service
you have provided.
What is Key Moment of Truth?

13. Service Cycle: Requesting for the Prescribed
Medicine
Enters Pharmacy Presents
prescription to Duty
Pharmacist
Asks for the
availability of the
medicine
Signs the
prescription
Leaves Pharmacy

14. KMOT: Asks the availability of the
prescribed medicine
Customer Expectations:
a. The prescribed medicine is available
b.There is enough supply of the prescribed
medicine
c.The dispensing Pharmacist will inform him/her
how the medicine will be administered
d.Pharmacist will give alternative medicine in the
absence of the prescribed medicine

15. Service Cycle: Removing of Tendon Cyst (Minor
Operation)
Enters
OPD
Goes to
Records
Section
Proceeds
to the
Surgery
Clinic
Signs
Consent for
Surgery
Leaves
OPD
Undergoes
surgical
operation
Asks for
Doctor’s
prescription

16. KMOT: Undergoes Surgical Procedure
Customer Expectations:
a. The operation is successful
b. The surgical procedure is fast
c.The surgical doctor is calm during the
operation
d.There will be no complications after the
surgery