Decide to Say Sorry: The Peace Process for Growing Your BusinessJeanne Bliss
The document discusses how companies can strengthen customer relationships through sincere apologies when mistakes are made. It provides five examples of beloved companies that effectively apologized to customers:
1) Southwest Airlines proactively apologizes for any issues.
2) Netflix apologizes to all customers, even those not affected, when outages occur.
3) A hospital saw malpractice claims drop after encouraging staff to sincerely apologize for mistakes.
4) L.L. Bean empowers frontline staff to resolve issues without needing approval.
5) Intuit refunded fees and paid penalties for customers affected by a tax filing error.
The document advocates for swift, humble, empathetic and honest
This document outlines the client benefits of working with St. James's Place Wealth Management. It discusses the company's client-focused philosophy, guaranteed advice, financial strength, client satisfaction surveys showing high ratings, testimonials from partners and clients praising the service and support, specialist expertise in investment management, robust client communication materials, tools to give advisers more time with clients, and a succession planning process that prioritizes continuity of client relationships. Financial highlights from 2015 show continued growth in key metrics like funds under management and new business profit.
The document provides tips for resorts and hotels to provide exceptional guest experiences and exceed standard expectations. It discusses the importance of excellent guest service, cross-selling additional services to guests, maintaining cleanliness, providing a variety of activities and entertainment, creating memorable dining experiences, developing a strong brand identity, and regularly updating guest accommodations. The document emphasizes training staff, focusing on small details, and utilizing low-cost strategies to enhance the guest experience.
This document discusses the importance of customer service for businesses that utilize direct marketing. It notes that direct marketers have an advantage in being able to connect directly with customers and build relationships. However, customer service must be thoughtfully managed as it can make or break marketing efforts. The document outlines several "moments of truth" where customers interact with a business and describes how consistency in meeting customer needs during these interactions builds loyalty. While exceeding expectations can impress customers, simply delivering a reliable customer experience each time is more effective. Unresolved service problems and customers who feel ignored are the primary reasons customers choose to stop doing business with a company.
This document outlines 10 commandments for running a great call center. It discusses the importance of hiring the right cultural fit, using metrics to improve performance, establishing a strong company culture, empowering employees, holding employees accountable through goal setting, ongoing training, promoting a culture of customer service, ensuring employees experience the company's products, enforcing discipline policies, and fostering an attitude of gratitude towards customers.
This document discusses the importance of showing compassion for customers. It argues that compassion should be a priority because without customers, businesses cannot survive. The document provides tips for employees to better understand customers' problems and exceed their expectations, such as listening attentively, learning about customers' histories, and being empowered to resolve issues. While difficult customers will still exist, the document advises keeping calm and using verbal techniques to de-escalate tensions. If employees make compassion a daily practice, it can improve customer satisfaction, relationships, and business outcomes.
Customer care is important for three key reasons: it enhances customer satisfaction, increases organizational morale and satisfaction, and is crucial for business survival. Effective customer care requires being courteous, attentive, and respectful to customers. It also means understanding the customer experience and addressing issues from the customer's perspective to resolve problems and ensure satisfaction.
Decide to Say Sorry: The Peace Process for Growing Your BusinessJeanne Bliss
The document discusses how companies can strengthen customer relationships through sincere apologies when mistakes are made. It provides five examples of beloved companies that effectively apologized to customers:
1) Southwest Airlines proactively apologizes for any issues.
2) Netflix apologizes to all customers, even those not affected, when outages occur.
3) A hospital saw malpractice claims drop after encouraging staff to sincerely apologize for mistakes.
4) L.L. Bean empowers frontline staff to resolve issues without needing approval.
5) Intuit refunded fees and paid penalties for customers affected by a tax filing error.
The document advocates for swift, humble, empathetic and honest
This document outlines the client benefits of working with St. James's Place Wealth Management. It discusses the company's client-focused philosophy, guaranteed advice, financial strength, client satisfaction surveys showing high ratings, testimonials from partners and clients praising the service and support, specialist expertise in investment management, robust client communication materials, tools to give advisers more time with clients, and a succession planning process that prioritizes continuity of client relationships. Financial highlights from 2015 show continued growth in key metrics like funds under management and new business profit.
The document provides tips for resorts and hotels to provide exceptional guest experiences and exceed standard expectations. It discusses the importance of excellent guest service, cross-selling additional services to guests, maintaining cleanliness, providing a variety of activities and entertainment, creating memorable dining experiences, developing a strong brand identity, and regularly updating guest accommodations. The document emphasizes training staff, focusing on small details, and utilizing low-cost strategies to enhance the guest experience.
This document discusses the importance of customer service for businesses that utilize direct marketing. It notes that direct marketers have an advantage in being able to connect directly with customers and build relationships. However, customer service must be thoughtfully managed as it can make or break marketing efforts. The document outlines several "moments of truth" where customers interact with a business and describes how consistency in meeting customer needs during these interactions builds loyalty. While exceeding expectations can impress customers, simply delivering a reliable customer experience each time is more effective. Unresolved service problems and customers who feel ignored are the primary reasons customers choose to stop doing business with a company.
This document outlines 10 commandments for running a great call center. It discusses the importance of hiring the right cultural fit, using metrics to improve performance, establishing a strong company culture, empowering employees, holding employees accountable through goal setting, ongoing training, promoting a culture of customer service, ensuring employees experience the company's products, enforcing discipline policies, and fostering an attitude of gratitude towards customers.
This document discusses the importance of showing compassion for customers. It argues that compassion should be a priority because without customers, businesses cannot survive. The document provides tips for employees to better understand customers' problems and exceed their expectations, such as listening attentively, learning about customers' histories, and being empowered to resolve issues. While difficult customers will still exist, the document advises keeping calm and using verbal techniques to de-escalate tensions. If employees make compassion a daily practice, it can improve customer satisfaction, relationships, and business outcomes.
Customer care is important for three key reasons: it enhances customer satisfaction, increases organizational morale and satisfaction, and is crucial for business survival. Effective customer care requires being courteous, attentive, and respectful to customers. It also means understanding the customer experience and addressing issues from the customer's perspective to resolve problems and ensure satisfaction.
This document discusses the importance of good customer service. It provides examples of companies like Disney, Trader Joe's, Samsung, Google, and Zappos that excel at customer service. The key aspects that make for good customer service according to the document are having executives committed to service, viewing it as an ongoing challenge, creating a culture where people want to work, and going above and beyond for customers. It emphasizes that customer service impacts a company's reputation greatly and provides tips for schools to focus on friendliness, understanding customers, being informed, and having management that cultivates good service.
Why i want to work in a call center (and why i ultimately don't)Steve Talks
Recently I was called by a call center agent. I was surprised that companies still apply the same old marketing mistakes. Call center and customer service agents should be the heart of the company. They should be the core of what the brand stands for. Zappos is one of those companies which gets it right. It is no surprise that they understood the power of the customer satisfaction tool which took the business world by storm: the net promoter score (NPS).
This is a new company in the Houston area focusing on customer service training for under performing hotels and restaurants in the area.
Please be as honest as possible and give feed back and suggestions!
The document provides an overview of a training session on delivering superior customer service. It discusses establishing consistently high levels of customer service as a key goal and competitive differentiator. It outlines five levels of customer service excellence and how customers perceive those levels. The training encourages participants to evaluate their own organization's level of customer service and identify areas for improvement.
CEX refers to customer experience, which encompasses all interactions a customer has with a company from initial awareness to ongoing use of products and services. Providing excellent customer experiences is important for business outcomes like increased loyalty, reduced costs, and greater profits. The first steps to improving customer experience are understanding customers' needs, mapping their journey and touchpoints with the company, identifying pain points ("bugs"), and making improvements from the customer's perspective. Regular measurement and refinement is also important to sustain better experiences over time.
This document provides guidance on creating a commercial culture within an organization where every employee contributes to excellent customer experiences that drive growth. It discusses how every employee, regardless of role, should understand their contribution to sales. Creating a commercial culture requires putting the customer at the heart of all decisions and focusing on helping customers purchase by understanding their needs rather than using aggressive sales tactics. The document recommends training all employees to prioritize outstanding customer service and emphasizes that successful companies communicate transparently with customers.
Elite Concierge Services provides personalized concierge services to help reduce employee stress from personal tasks. Their services include tasks like home care, travel arrangements, food delivery, shopping errands, and paperwork to help improve employee loyalty, productivity and the company's bottom line. They have over 20 years of experience working with major global clients and offer services starting from 100 naira per day.
This document discusses 7 strategies for getting great customer reviews for accommodation businesses. It begins by explaining the importance of customer reviews and the need for businesses to effectively manage reviews. The first strategy discussed is to choose a smaller target group of customers to delight by catering specifically to their needs and wants. The second strategy is to give customers clear reasons to choose your accommodation over similar nearby options by focusing on unique emotional benefits. The third strategy likens customer reviews to free samples, providing a low-risk way for potential customers to get a sense of the accommodation before booking.
The document discusses employee empowerment in the hospitality industry. It argues that empowering frontline employees to resolve customer issues on the spot, without needing manager approval, leads to better customer experiences and loyalty. As an example, it highlights how the Ritz-Carlton Hotel Group gives each employee $2,000 discretionary spending to satisfy customers. While some worry about risks of empowerment, the document asserts that clear guidelines, communication of company values, hiring the right people, and trusting employees can overcome fears while boosting employee engagement and service quality.
The document discusses how waiting rooms can be used as powerful patient engagement tools beyond just waiting. It describes how the Hearing News Network (HNN) provides customized digital content and programming for clinic waiting rooms to educate, engage, and inspire patients. HNN aims to improve patient satisfaction, referrals, and hearing aid purchase closure rates through this patient engagement approach in the waiting room.
Service is Your Best Marketing Strategy: 5 Quick TipsFivestars
In 2011, seven out of ten Americans said they were willing to spend more with companies that they believe provide excellent customer service. Learn 5 quick tips to make sure your small business' customer service is top notch.
Tinies nursery in York located at David Lloyd York,St. Johns Playing Fields,Off Hull Road provides excellent standards ensuring the Health & Safety, Development and Wellbeing of childrens.
Improve Patient Satisfaction: Five Things Healthcare Organizations Can Learn ...Health Catalyst
The document discusses how healthcare organizations can improve patient satisfaction by learning from Disney's approach to the guest experience. It outlines five things Disney does well: 1) understanding guests through research and feedback, 2) treating all employees like performers dedicated to the guest experience, 3) actively engaging with guests, 4) taking ownership of the entire guest experience from start to finish, and 5) holding employees accountable for satisfaction through feedback and recognition. The document argues that focusing more on patient experience through understanding patients and applying data can help healthcare deliver higher quality care at a lower cost.
This document provides information about Tinies childcare services in partnership with David Lloyd Kids. It summarizes Tinies' philosophy of providing a safe, caring and stimulating environment for children to explore and develop. It also outlines the standards and policies around staffing, health and safety, meals, parental involvement and expectations. Key points are that Tinies aims to nurture each child's unique skills and personality through play-based learning, maintains high standards of care through qualified and trained staff, and partners with parents in children's development.
UBC Phar400 Business of Retail Pharmacy 3.0 11Sept2015Gerry Spitzner
This document provides an overview of retail community pharmacy management. It discusses thought starters on customer experience and operational areas. It outlines different pharmacy formats including corporate, franchise, banner, and independent pharmacies. It also discusses pharmaceutical logistics and supply chains. The document explores future developments, opportunities, and trends for retail pharmacies, including a shift towards payment based on patient outcomes rather than medication volume. It emphasizes the importance of patient services and engagement to leverage pharmacists' role in healthcare.
This document provides an overview of KTConsulting & Concepts, a hospitality consulting firm. They offer a range of services to help clients establish new restaurants, bars, hotels and other hospitality ventures. This includes conducting market analyses, developing concepts and business plans, assisting with site selection, equipment sourcing, hiring, training, and overall operational set up and management. The document highlights some of their recent projects and outlines their philosophy of taking a hands-on approach to ensure ventures are successfully planned and launched.
This document provides an overview of KTConsulting & Concepts, a hospitality consulting firm. They offer a range of services to help clients establish new restaurants, bars, hotels and other hospitality ventures. This includes conducting market analyses, developing concepts and business plans, assisting with site selection, equipment sourcing, hiring, training, and overall operational set up and management. The document highlights some of their recent projects and outlines their philosophy of taking a hands-on approach to ensure ventures are successfully planned and launched.
Empathetic Listening Storyboard is a training course scenario for building team skills, increase personal self-awareness and interpersonal effectiveness and use empathetic to improving listening skills.
TPS training storyboards is a complete design and development course for teaching high students how to conduct historical research and investigations in the digital age.
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This document discusses the importance of good customer service. It provides examples of companies like Disney, Trader Joe's, Samsung, Google, and Zappos that excel at customer service. The key aspects that make for good customer service according to the document are having executives committed to service, viewing it as an ongoing challenge, creating a culture where people want to work, and going above and beyond for customers. It emphasizes that customer service impacts a company's reputation greatly and provides tips for schools to focus on friendliness, understanding customers, being informed, and having management that cultivates good service.
Why i want to work in a call center (and why i ultimately don't)Steve Talks
Recently I was called by a call center agent. I was surprised that companies still apply the same old marketing mistakes. Call center and customer service agents should be the heart of the company. They should be the core of what the brand stands for. Zappos is one of those companies which gets it right. It is no surprise that they understood the power of the customer satisfaction tool which took the business world by storm: the net promoter score (NPS).
This is a new company in the Houston area focusing on customer service training for under performing hotels and restaurants in the area.
Please be as honest as possible and give feed back and suggestions!
The document provides an overview of a training session on delivering superior customer service. It discusses establishing consistently high levels of customer service as a key goal and competitive differentiator. It outlines five levels of customer service excellence and how customers perceive those levels. The training encourages participants to evaluate their own organization's level of customer service and identify areas for improvement.
CEX refers to customer experience, which encompasses all interactions a customer has with a company from initial awareness to ongoing use of products and services. Providing excellent customer experiences is important for business outcomes like increased loyalty, reduced costs, and greater profits. The first steps to improving customer experience are understanding customers' needs, mapping their journey and touchpoints with the company, identifying pain points ("bugs"), and making improvements from the customer's perspective. Regular measurement and refinement is also important to sustain better experiences over time.
This document provides guidance on creating a commercial culture within an organization where every employee contributes to excellent customer experiences that drive growth. It discusses how every employee, regardless of role, should understand their contribution to sales. Creating a commercial culture requires putting the customer at the heart of all decisions and focusing on helping customers purchase by understanding their needs rather than using aggressive sales tactics. The document recommends training all employees to prioritize outstanding customer service and emphasizes that successful companies communicate transparently with customers.
Elite Concierge Services provides personalized concierge services to help reduce employee stress from personal tasks. Their services include tasks like home care, travel arrangements, food delivery, shopping errands, and paperwork to help improve employee loyalty, productivity and the company's bottom line. They have over 20 years of experience working with major global clients and offer services starting from 100 naira per day.
This document discusses 7 strategies for getting great customer reviews for accommodation businesses. It begins by explaining the importance of customer reviews and the need for businesses to effectively manage reviews. The first strategy discussed is to choose a smaller target group of customers to delight by catering specifically to their needs and wants. The second strategy is to give customers clear reasons to choose your accommodation over similar nearby options by focusing on unique emotional benefits. The third strategy likens customer reviews to free samples, providing a low-risk way for potential customers to get a sense of the accommodation before booking.
The document discusses employee empowerment in the hospitality industry. It argues that empowering frontline employees to resolve customer issues on the spot, without needing manager approval, leads to better customer experiences and loyalty. As an example, it highlights how the Ritz-Carlton Hotel Group gives each employee $2,000 discretionary spending to satisfy customers. While some worry about risks of empowerment, the document asserts that clear guidelines, communication of company values, hiring the right people, and trusting employees can overcome fears while boosting employee engagement and service quality.
The document discusses how waiting rooms can be used as powerful patient engagement tools beyond just waiting. It describes how the Hearing News Network (HNN) provides customized digital content and programming for clinic waiting rooms to educate, engage, and inspire patients. HNN aims to improve patient satisfaction, referrals, and hearing aid purchase closure rates through this patient engagement approach in the waiting room.
Service is Your Best Marketing Strategy: 5 Quick TipsFivestars
In 2011, seven out of ten Americans said they were willing to spend more with companies that they believe provide excellent customer service. Learn 5 quick tips to make sure your small business' customer service is top notch.
Tinies nursery in York located at David Lloyd York,St. Johns Playing Fields,Off Hull Road provides excellent standards ensuring the Health & Safety, Development and Wellbeing of childrens.
Improve Patient Satisfaction: Five Things Healthcare Organizations Can Learn ...Health Catalyst
The document discusses how healthcare organizations can improve patient satisfaction by learning from Disney's approach to the guest experience. It outlines five things Disney does well: 1) understanding guests through research and feedback, 2) treating all employees like performers dedicated to the guest experience, 3) actively engaging with guests, 4) taking ownership of the entire guest experience from start to finish, and 5) holding employees accountable for satisfaction through feedback and recognition. The document argues that focusing more on patient experience through understanding patients and applying data can help healthcare deliver higher quality care at a lower cost.
This document provides information about Tinies childcare services in partnership with David Lloyd Kids. It summarizes Tinies' philosophy of providing a safe, caring and stimulating environment for children to explore and develop. It also outlines the standards and policies around staffing, health and safety, meals, parental involvement and expectations. Key points are that Tinies aims to nurture each child's unique skills and personality through play-based learning, maintains high standards of care through qualified and trained staff, and partners with parents in children's development.
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This document provides an overview of retail community pharmacy management. It discusses thought starters on customer experience and operational areas. It outlines different pharmacy formats including corporate, franchise, banner, and independent pharmacies. It also discusses pharmaceutical logistics and supply chains. The document explores future developments, opportunities, and trends for retail pharmacies, including a shift towards payment based on patient outcomes rather than medication volume. It emphasizes the importance of patient services and engagement to leverage pharmacists' role in healthcare.
This document provides an overview of KTConsulting & Concepts, a hospitality consulting firm. They offer a range of services to help clients establish new restaurants, bars, hotels and other hospitality ventures. This includes conducting market analyses, developing concepts and business plans, assisting with site selection, equipment sourcing, hiring, training, and overall operational set up and management. The document highlights some of their recent projects and outlines their philosophy of taking a hands-on approach to ensure ventures are successfully planned and launched.
This document provides an overview of KTConsulting & Concepts, a hospitality consulting firm. They offer a range of services to help clients establish new restaurants, bars, hotels and other hospitality ventures. This includes conducting market analyses, developing concepts and business plans, assisting with site selection, equipment sourcing, hiring, training, and overall operational set up and management. The document highlights some of their recent projects and outlines their philosophy of taking a hands-on approach to ensure ventures are successfully planned and launched.
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We are one of the top Massage Spa Ajman Our highly skilled, experienced, and certified massage therapists from different corners of the world are committed to serving you with a soothing and relaxing experience. Luxuriate yourself at our spas in Sharjah and Ajman, which are indeed enriched with an ambiance of relaxation and tranquility. We could confidently claim that we are one of the most affordable Spa Ajman and Sharjah as well, where you can book the massage session of your choice for just 99 AED at any time as we are open 24 hours a day, 7 days a week.
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About this webinar: This talk will introduce what cancer rehabilitation is, where it fits into the cancer trajectory, and who can benefit from it. In addition, the current landscape of cancer rehabilitation in Canada will be discussed and the need for advocacy to increase access to this essential component of cancer care.
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