Customer Service.ppt

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Customer Service: The Basics
&
FISH!

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KCC Customer Service
Objectives:
1. To introduce our Customer Service Philosophy and
Satisfaction Programs.
2. To understand the Customer feedback programs.
3. To review our commitment to the Customer Service
Standards.
4. Understand our dedication to H.E.A.R.T.
5. To strengthen our Service Recovery skills.
6. To review our Recognition Programs.
7. To embrace the four principles of FISH!

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Starting Thought:
“Too often we underestimate the power of a touch, a
smile, a kind word, a listening ear…all of which
have the potential to turn a life around.”
Leo Buscaglia

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WHY is Customer Service Important?
Patient satisfaction, as an outcome of healthcare delivery, is
an indicator of quality care. KCC’s customer service
scores are available on line.
Our customers are knowledgeable & well-informed.
They have high expectations and with every healthcare
experience, their expectations increase.
Our customers have a choice on where to get their medical
needs met.
They expect clinical competence but the service provided
makes ‘the difference’.
“Expectations are Directly Correlated to Satisfaction”.

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Perception vs. Reality –
The customer’s perception is all that matters for
patient satisfaction.
The customer may not always be right,
but they are always our customer.
The delivery of each patient’s care is under
observation by many individuals (patient,
family, visitors, other staff etc.), each with a
possible different perception of the care given.

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Did you know that?
Each hospitalization causes a patient to
increase their expectations.
A satisfied customer tells 1-5 people about their experience, a dissatisfied
customer tells 10 – 20 people about their experience.
Keeping customers satisfied keeps them and others coming back.
Our Goal Is:
To exceed our customer’s expectations.
If we don’t exceed their expectations, they CAN and WILL go
somewhere else.
KCC is the only independent Cancer Center in Michigan, but we do
have competition.

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What Customers Want:
Customers want to feel important & respected
- Address them formally or as they prefer. Treat them like they
are your only patient.
They want to have a sense of belonging.
- They do not want to feel like they are a burden.
They want to be seen as individuals.
- They are not room 5210 or the person with pain in cubicle 2.
They want to know that someone is coordinating their care.
- They should sense that someone is in charge and that everyone
knows their role while working together as a team for them.
They want staff to be sensitive to their needs.
- They come to us with fear and uncertainly.

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The KCC Customer Service Strategy:
 Customer Service Standards ~ ‘Our Foundation’
 Monitor Customer Satisfaction ~ ‘Feedback is Good’
 Commitment to ‘I WILL have H.E.A.R.T.’
 Service recovery is everyone’s responsibility
 Accountable team members
 Actions plans/initiatives to address results
 Recognition Programs to celebrate success!

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The KCC “Customer Service Standards”
Our Foundation: behaviors that apply to every interaction
with every individual, at all times.
*Professionalism *Compassion
*Respect *Courtesy
*Communication *Teamwork
We measure our success by the feedback provided by
our patients, families & visitors.
We are benchmarked against other health care
organizations, locally and throughout the nation.

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Customer Service Standards
1. Professionalism
 I will maintain a professional behavior and dress to build
customer confidence.
2. Respect
 I will respect and protect the dignity of each person. I will
assist customers to maintain a sense of control and feel
valued.
3. Communication
 I will communicate clearly and effectively. I will listen
and respond in a prompt and timely manner.

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Customer Service Standards
4. Compassion
 I will convey kindness and compassion. I will promote a
caring culture and strive to understand others.
5. Courtesy
 I will treat others with courtesy at all times. I will be
considerate, patient, helpful and supportive.
6. Teamwork
 I will encourage cooperation and teamwork. I will value
each member of the healthcare team and contribute to
team spirit.

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BETTER begins with ME
I WILL have H.E.A.R.T
H – Hear our patients, listen to them & keep them informed
Be There, fully present. Give your undivided attention
E – Empathize with our patients and maintain a professional behavior
Convey kindness & compassion - treat patients with respect & Make Their
Day
A – Acknowledge immediately with eye contact, smile & say “Hello”
Always introduce yourself, have badge visible & displayed on left shoulder area
R – Respond promptly to requests & concerns, follow up & be proactive
Apologize sincerely when breakdowns occur. Be accountable, correct the
situation
T – Teamwork values the contribution of each member – everyone’s role is important
Choose Your Attitude, have a lighthearted approach & creative Playful
moments
Have pride in our environment….let’s work together to keep our center
welcoming!
Have H.E.A.R.T because BETTER begins with ME

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Feedback is valuable and appreciated...we
welcome it …our programs are
1. The Patient and Family Advisory Council
2. Verbal feedback
3. Karmanos Cares Program
4. C4QI – Comprehensive Cancer Center Consortium
for Quality Improvement
5. Press Ganey Satisfaction Survey

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Feedback Programs
1. The Patient & Family Advisory Council
This council is dedicated to promoting the delivery of the most comprehensive
and compassionate health care for cancer patients, survivors, and their
families.
This council serves as advocates to the KCC leadership team.
The council meets monthly to provide input & direction for KCC and facilitate
understanding of the customers’ perspectives. This is a voluntary role
and their dedication is apparent with this monthly commitment.
2. Verbal feedback
It is everyone’s responsibility to obtain verbal feedback and concerns. We
must be responsive.
Customer service recovery is best accomplished
at ‘point-of-service’ by ‘front-line’ care providers.
Once you know of a concern – “YOU OWN IT” regardless of who, or what
department caused it………it is your responsibility to follow through.

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3. Karmanos Cares Program
On-site, real-time customer feedback survey. Brochures are given to patients
upon admission.
Brochures and boxes are also available throughout KCC campus.
Drop-off boxes are checked regularly.
Customer concerns are followed-up by the Customer Service Department.
Compliments are recognized in the Karmanos Starfish Program.
4. C4QI
The Comprehensive Cancer Center Consortium for Quality Improvement
A group of cancer hospitals and clinics throughout the nation that are a part of
this quality initiative.
Enables us to compare our patient satisfaction scores with other Cancer
Centers in the U.S.A.
Bi-annual reports provide a valuable benchmark that is specific to cancer care.
Feedback Programs

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Feedback Programs
5. Press Ganey Satisfaction Surveys
National-level survey.
Benchmarked against hospitals throughout the U.S.A., and our local market.
The Inpatient Survey is mailed to patients within 10 days following their
discharge from the hospital.
The Outpatient Survey is mailed to patients following their clinic visit (one
survey is sent every 3 months).
Patients rate us on a 5 point scale:
1 = Very Poor
2 = Poor
3 = Fair
4 = Good
5 = Very Good
We strive for 5!!!

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Service Recovery
The art of fixing what went wrong for the customer and
mending the damage or error caused and restoring
trust in the relationship.
Making the ‘recovery’ for an unexpected situation or
experience.
Means that everyone will be responsive to concerns that are
shared by our customers.
Customers don’t expect us to be perfect, but they do expect
us to fix things when they go wrong. How we respond
once we know about an issue can turn even a very
unpleasant experience into a positive one.

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Service Recovery
C – Compassion for the Concern
A – Apologize Sincerely
R – Respond
E – Empathize and Thank Them

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Service Recovery
Service breakdowns happen, but what YOU do afterwards makes ‘the
difference’.
Each unit has a ‘Service Recovery Tool Box’ that provides materials
that can be given to customers during service recovery.
These include: valet parking passes, meal tickets and gifts cards.
Recognizing the wrong and making it right through apology, action and
closure all must occur immediately – on the front-line, by the person
who has recognized the ‘oops’.
This is the “moment of truth” where patients find out exactly who and
what they are dealing with – a giant, impersonal, inflexible
bureaucracy, or a group of people who really care about them.
Nothing is more powerful than a sincere apology

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Recognition Programs
1. Karmanos Cares Coupons
2. Karmanos Cares Starfish Program
3. Team Recognition Award

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Karmanos Cares Coupon
Immediate recognition for outstanding service – ‘going
above and beyond’.
KCC Leadership Team members have the $2.00 coupons,
and forward them to recognize staff members.
Everyone on campus is eligible to receive them.
The coupon is redeemable in the Main Cafeteria, Main
Campus Gift Shop, Quizno’s and the Midtown Deli Café.
Off site centers have gift cards redeemable at their local
stores/restaurants.

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Karmanos Starfish Program
When a Karmanos Cares coupon is given for exceptional
behavior, the employee’s name may be forwarded for
entry in the tracking database.
When an employee is positively mentioned in any of our
feedback programs, or recognized by Leadership, their
name is entered in the tracking database.
Annually, once 8 or more recognitions have been received,
the awardees will be publicly recognized with an award.
A celebration honoring the awardees is held.
This Starfish Award recipient also receives a paid day off!

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Team Recognition Award
Press Ganey results are celebrated!
Both the Inpatient Units and the Outpatient Clinics are
recognized for their achievements reported through the
Press Ganey Survey.
Each team member is valuable and working together in our
teams, the results are limitless!

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What Can YOU Do:
Start with the basics – know and demonstrate your
KCC Customer Service Standards.
BETTER begins with ME
~ I WILL have H.E.A.R.T
Remember, first impressions are very important.
You may be the ONE person that
makes the difference for a customer.

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Our Goals:
 To “Exceed” our Customers’ Expectations.
 To understand why customer service is important to us.
 To welcome feedback because it is a valuable means to
constantly improve our service.
 To manage Customer Service Recovery successfully at
the point-of-service.
 To create “WOW” experiences for all KCC Customers.

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Closing Thought….
“I have learned that people will forget what
you said; people will forget what you did;
but people will never forget how you made
them feel.”
Maya Angelou

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FISH!
at
The Karmanos Cancer Institute (KCI)

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FISH! Is a way of life.
It’s a set of simple, interconnected principles that you can tailor
to your own life and work.
When you choose to make these principles a part of your life, no
matter what is going on around you….you will notice a positive
difference in your relationships and within yourself.
It reminds us of what we often forget when we are busy,
stressed-out and self-absorbed.
The FISH! Philosophy made the Pike Place Fish Market in Seattle,
Washington world famous.
If they can do this at a fish market, we can do easily do this at
KCI and also become world famous!

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Principle #1:
PLAY
Play makes your job fun.
It energizes the creativity and problem
solving in you.
It pleases customers and team members.
It makes boring and difficult tasks easier to
do.
PLAY can be a lighthearted approach you
bring to a difficult day.

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Principle #2:
MAKE THEIR DAY
In every moment lies the possibility to make a
positive impact on someone you meet.
Make Their Day starts by focusing on one
person at a time.
Making Their Day may be: a smile, giving a
compliment, giving a co-worker a “Pat–on-the-Back”
……….just doing something extra!

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Principle #3:
BE THERE
How can you BE THERE for someone?
You give them your undivided attention
You put away your agendas
You listen from their perspective
You feel what they are feeling
You are connected – totally focused

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Principle #4:
CHOOSE YOUR ATTITUDE
We all have the power of choice. Choice means you are
responsible for the way you act and react. No one else
can make that choice for you.
You have to disconnect from your own
world when you enter our campus….
be totally here to care for our patients,
families and co-workers!
Don’t be a CRAB!
Your attitude affects the attitude of those around you so:
Choose your attitude wisely.

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References
 Customer Service and Satisfaction,
StudorGroup, 1999
 Press Ganey Associates, 1985
 FISH! Philosophy, John Christensen,
Charthouse Inc., 2009

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