The document discusses the importance of customers and customer service. It defines a customer as someone who purchases goods or services. It identifies patients, physicians, nursing homes, social workers, vendors, coworkers and family members as customers of Kansas City Hospice & Palliative Care. It emphasizes that customer service is important to determine opportunities and that every encounter can be a potential new customer. It also notes that dissatisfied customers will tell many other people about negative experiences.
1. "If you work just for money, you'll never make it, but if you love what
you're doing and you always put the customer first, success will be
yours.“
Ray Kroc, McDonalds
"The single most important thing to remember about any
enterprise is that there are no results inside its walls. The result
of a business is a satisfied customer.“
Peter Drucker, Business Guru, Author, Professor of Business
“A custoemr is the most important visior on our premises. He is not
dependent on us. We are dependent on him. He is not an
interruption in our work. He is the purpose of it. He is not an
outsider in our business. He is part of it. We are not doing him a
favor by serving him. He is doing us a favor by giving us an
opportnity to do so.“
Mahatma Gandhi
2. WHAT IS A CUSTOMER ?
Websters Dictionary – Customer:
1: one that purchases a commodity or service
2: an individual usually having some specified
distinctive trait<a real tough customer>
Kansas City Hospice & Palliative Care
defines customer as:
3. WHO ARE OUR CUSTOMERS
Co-Workers Family Members
Patients
Physicians
Nursing Homes
Social Workers
Vendors
4. WHY IS IT IMPORTANT ?
Determine opportunities
Every encounter can be a potential
customer
5. CUSTOMER SERVICE FACT:
A dissatisfied customer will tell 9-15 people about it. And
approximately 13% of your dissatisfied customers will tell
more than 20 people about their problem. Source: the
White House Office of Consumer Affairs, Washington, DC.
- 13% of the people who have service problems tell 20
others. Source: “Understanding Customers” by Ruby
Newell-Legner
The average "wronged customer" will tell 8-l6 people
about it. Over 20% will tell more than 20. Source: Lee
Resource Inc
