There are no Traffic Jams along the Extra Mile. Its not just about what you say ….The Patient’s Problem is Your Problem. If possible, fix the Problem immediately! Take the opportunity to delight your Patients. Give smiles to them.

2. AGENDA:
 Understanding How Attitude is formed
 Importance of a Positive Attitude
 How Attitude Defines ourselves & our dealing with others

3. What is Attitude?
• Way of thinking, behaving, feeling, ...
• A manner of acting, feeling, or thinking that shows
one’s disposition, opinion, ...
• A complex mental state involving beliefs and feelings
and values and dispositions to act in certain ways;

4. To Succeed, all you need to do
is
change your Blood group ?
The Big Questions now is……
Do You Truly want to
Succeed?

5. If your choice is “Yes”, then all you need to do is…..

6. • Open Mind
• Stay Calm in all circumstances
• No defensive Back foot phenomenon
Remember:
1. Complaints & Problems are opportunities to build Trust
2. Patients are humans first
3. How would you feel if you were experiencing the same
problem?

7. Should I Consider Moving?

8. 5 WHY Rule to sort out Every thing!

9. 5 WHY Rule to sort out Every thing!
Its not just about what you say ….
The Patient’s Problem is Your
Problem.
If possible, fix the Problem
immediately!
Take the opportunity to delight your
Patients. Give smiles to them.

10. Positive attitude
Your attitude is your biggest asset. Positive
thinking is extremely important as your
thoughts and attitude will influence your
plans and actions. Do not let negative
thoughts or people influence you.

22. Customer Care Skills
• Customer service is not a department, it’s
everybody’s business
• If you’re looking to improve on your career, its
important that you develop certain customer
service skills
• Here are 8 basic skills/ actions you should
develop, for a rewarding career in the service
industry.

23. Action # 1: BE PROACTIVE
Be Proactive is about taking
responsibility for your life.
You can't keep blaming everything
on your parents or grandparents.
Proactive people recognize that they
are "response-able." They don't
blame genetics, circumstances,
conditions, or conditioning for their
behavior.

24. Action # 2:Begin with the End
In Mind
It is based on imagination--the ability to
envision in your mind what you cannot at
present see with your eyes.
Having self-control is very important in
service because you will come across
difficult customers, who might be mean
or rude to you.

25. DEALING WITH DIFFICULT
DEALING WITH DIFFICULT
SITUATIONS POSITIVELY
SITUATIONS POSITIVELY

26. CUSTOMERS FROM HELL

27. Action # 3:Put First be First
It is about life management as
well--your purpose, values,
roles, and priorities. What
are "first things?" First
things are those things you,
personally, find of most
worth.
So live a more balanced
existence.
Remember that when it comes
to relationships, little things
are big things.

28. Action # 4: Think Win/Win
• Most of us learn to base our self-worth on
comparisons and competition. We think
about succeeding in terms of someone else
failing--that is, if I win, you lose; or if you win,
I lose. Life becomes a zero-sum game.
• People remember being treated well, they
appreciate courtesy and kindness and will
come back for more.

29. Action # 5: Seek First to Understand,
Then to be Understood
Communication is the most
important skill in life. You spend
years learning how to read and
write, and years learning how to
speak. but what about listening?

30. Action # 6: Synergize
" Synergize is the habit of
creative cooperation. It is team
work, open-mindedness, and the
adventure of finding new
solutions to old problems. But it
doesn't just happen on its own.
. Together, they can produce far
better results that they could
individually.

31. Action # 7: Sharpen the saw
Sharpen the Saw means preserving and
enhancing the greatest asset you have-
YOU !
Here are some examples of activities:
Physical:Beneficial eating, exercising,
and resting
Social /Emotional:Making social and
meaningful connections with others
Mental:Learning, reading, writing, and
teaching
Spiritual:Spending time in nature,
expanding spiritual self through
mediation, music, art, prayer, or
service.
•

32. Action # 8 Ownership attitude
• Taking an ownership approach to
your duties gives you the ability to
empathize when a customer
complains of a service failure.
• Ownership approach also leads to
self-motivation which will improve
your productivity.
• Productive employees will get the
promotions

34. • When using the telephone:
- Answer promptly
- Put a smile in your voice
- Speak clearly
- Identify yourself
- Use customer's name
frequently
- Say thank you in the End

35. It is observed that most people have their
plans ready, but they find it extremely
difficult to make a start.
You must at least take a single step to
begin your work.
Start with a small step
Once you begin, it is easier to continue.
Do not fear making mistakes because the
more you fear, the more likely you are to
commit one. Remember that failure is
followed by success.

36. Consistency
Steadiness and regularity in your actions is very
essential. It is possible that you may get
discouraged or tired, after the initial excitement
is over.
Strengthen your interest and desire to succeed.
Do not complain about lack of resources or
unsuitable situations.

37. Never quit
Never lose hope.
Keep on trying, find out
what is wrong but don’t
stop experimenting.
Losers quit when they
are tired, Champions
quit when they hold
gold.

38. Finally
• Remember, the customers don’t always have to be your
external customers, your colleagues are customers too!
(internal customers)
• Applying these skills in your day-to-day work activities greatly
promotes a customer service culture in your organization.
• A great organizational customer service culture has been
proven to improve the overall efficiency of employees &
profitability

39. Mother Teresa's Anyway Poem
•
Mother Teresa
People are often unreasonable, illogical and self centered;
Forgive them anyway.
If you are kind, people may accuse you of selfish, ulterior motives;
Be kind anyway.
If you are successful, you will win some false friends and some true enemies;
Succeed anyway.
If you are honest and frank, people may cheat you;
Be honest and frank anyway.
What you spend years building, someone could destroy overnight;
Build anyway.
If you find serenity and happiness, they may be jealous;
Be happy anyway.
The good you do today, people will often forget tomorrow;
Do good anyway.
Give the world the best you have, and it may never be enough;
Give the world the best you've got anyway.
You see, in the final analysis, it is between you and your God;
It was never between you and them anyway.