1. When interacting with clients, it is important to listen, make eye contact, be confident, say their name, and smile.
2. Patients should be greeted with eye contact, an introduction stating your name and title, and a handshake while also touching their arm.
3. Key guidelines for charting include writing legibly, using one line through errors, spelling correctly, being accurate, and never altering records after the fact.
Do you want bad patient relations? Do you want to lose patients? Do you want to fail your patient satisfaction surveys? Do you want a non professional image? Do you want to reduce the number of new patient referrals? Do you want to demonstrate poor quality care? Do you want to jeopardize participation in healthcare plans?
We can Help you :)
Customer Service is very vital element in building customer relationship and retention of customer. Its remedy for customer retrieval and create loyalty for business.
Do you want bad patient relations? Do you want to lose patients? Do you want to fail your patient satisfaction surveys? Do you want a non professional image? Do you want to reduce the number of new patient referrals? Do you want to demonstrate poor quality care? Do you want to jeopardize participation in healthcare plans?
We can Help you :)
Customer Service is very vital element in building customer relationship and retention of customer. Its remedy for customer retrieval and create loyalty for business.
Understand the importance of the provision of good customer service
Identify customer and organisational needs and expectations in respect of service levels
Customer service is the extremely important in building company image and business development. This presentation will give you brief guidelines about customer service skills.
The Customer Service Workout: Ten Essential Skills for Frontline Employees
This presentation focuses on ten skills frontline employees can practice to improve their interactions with customers. From using effective service language to staying calm when things go wrong, these basic questions and suggestions can be incorporated into any organization looking for some quick wins in its delivery of exceptional customer service.
The script that accompanies this program can be found at http://www.businesstrainingworks.com/main-menu/customer-service-training-program.
For more information about onsite customer service training and for free training resources, visit us online at www.businesstrainingworks.com.
Customer Service A GAME CHANGER,The Role of the Receptionist,Essential Skills and Duties,The Factors of The Voice,Professional Handling of Incoming Calls,Dealing with Anger,Communication,Why Communication Goes Wrong
Getting Communications Across, Personal Communication Style
Very few companies in Romania really understand the importance of good customer service. They may use words like customer service excellence; quality etc but there is a void between words and reality. Without this your company may not survive long term as the more astute managers will use this as a key weapon to steal your customers.
FREELANCE TRAINING IS THE ANSWER
Mastering the HCAHPS by providing patients more than customer service, engage them in a customer experience. The audience was doctors and nurses, but the lessons apply to all hospital staff.
A quick slideshow to enforce some of the basics of giving good customer service in a call center. I made a few modifications to it so I hope this one is better liked. :)
General practice in Medicine needs to consider aspects of customer service in its day to day functions. This presentation to front office and administration staff highlights aspects of customer service that are relevant to medical practice.
A CUSTOMER IS THE MOST IMPORTANT VISITOR 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. HE IS DOING US A FAVOR BY GIVING US AN OPPORTUNITY TO DO SO.
Importance of communication for hospital Part-1 or Healthcare communication. There are 6 stakeholders are there for a hospital. How it varied from one to another we have tried to figure out. The current slide is on nursing & their challenges for communication. Mostly 60% of the problems could be solve with the proper communication.
It’s great when you can build a good rapport with patients and everything runs smoothly, but unfortunately, there are patients who can make your work more challenging than it already is.
Understand the importance of the provision of good customer service
Identify customer and organisational needs and expectations in respect of service levels
Customer service is the extremely important in building company image and business development. This presentation will give you brief guidelines about customer service skills.
The Customer Service Workout: Ten Essential Skills for Frontline Employees
This presentation focuses on ten skills frontline employees can practice to improve their interactions with customers. From using effective service language to staying calm when things go wrong, these basic questions and suggestions can be incorporated into any organization looking for some quick wins in its delivery of exceptional customer service.
The script that accompanies this program can be found at http://www.businesstrainingworks.com/main-menu/customer-service-training-program.
For more information about onsite customer service training and for free training resources, visit us online at www.businesstrainingworks.com.
Customer Service A GAME CHANGER,The Role of the Receptionist,Essential Skills and Duties,The Factors of The Voice,Professional Handling of Incoming Calls,Dealing with Anger,Communication,Why Communication Goes Wrong
Getting Communications Across, Personal Communication Style
Very few companies in Romania really understand the importance of good customer service. They may use words like customer service excellence; quality etc but there is a void between words and reality. Without this your company may not survive long term as the more astute managers will use this as a key weapon to steal your customers.
FREELANCE TRAINING IS THE ANSWER
Mastering the HCAHPS by providing patients more than customer service, engage them in a customer experience. The audience was doctors and nurses, but the lessons apply to all hospital staff.
A quick slideshow to enforce some of the basics of giving good customer service in a call center. I made a few modifications to it so I hope this one is better liked. :)
General practice in Medicine needs to consider aspects of customer service in its day to day functions. This presentation to front office and administration staff highlights aspects of customer service that are relevant to medical practice.
A CUSTOMER IS THE MOST IMPORTANT VISITOR 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. HE IS DOING US A FAVOR BY GIVING US AN OPPORTUNITY TO DO SO.
Importance of communication for hospital Part-1 or Healthcare communication. There are 6 stakeholders are there for a hospital. How it varied from one to another we have tried to figure out. The current slide is on nursing & their challenges for communication. Mostly 60% of the problems could be solve with the proper communication.
It’s great when you can build a good rapport with patients and everything runs smoothly, but unfortunately, there are patients who can make your work more challenging than it already is.
Looking to improve your sales presence? Take a look at yourself from a Doctor's perspective! I have written these analogies as a self-reflection and wanted to share!
What are the main advantages of using HR recruiter services.pdfHumanResourceDimensi1
HR recruiter services offer top talents to companies according to their specific needs. They handle all recruitment tasks from job posting to onboarding and help companies concentrate on their business growth. With their expertise and years of experience, they streamline the hiring process and save time and resources for the company.
Discover the innovative and creative projects that highlight my journey throu...dylandmeas
Discover the innovative and creative projects that highlight my journey through Full Sail University. Below, you’ll find a collection of my work showcasing my skills and expertise in digital marketing, event planning, and media production.
Memorandum Of Association Constitution of Company.pptseri bangash
www.seribangash.com
A Memorandum of Association (MOA) is a legal document that outlines the fundamental principles and objectives upon which a company operates. It serves as the company's charter or constitution and defines the scope of its activities. Here's a detailed note on the MOA:
Contents of Memorandum of Association:
Name Clause: This clause states the name of the company, which should end with words like "Limited" or "Ltd." for a public limited company and "Private Limited" or "Pvt. Ltd." for a private limited company.
https://seribangash.com/article-of-association-is-legal-doc-of-company/
Registered Office Clause: It specifies the location where the company's registered office is situated. This office is where all official communications and notices are sent.
Objective Clause: This clause delineates the main objectives for which the company is formed. It's important to define these objectives clearly, as the company cannot undertake activities beyond those mentioned in this clause.
www.seribangash.com
Liability Clause: It outlines the extent of liability of the company's members. In the case of companies limited by shares, the liability of members is limited to the amount unpaid on their shares. For companies limited by guarantee, members' liability is limited to the amount they undertake to contribute if the company is wound up.
https://seribangash.com/promotors-is-person-conceived-formation-company/
Capital Clause: This clause specifies the authorized capital of the company, i.e., the maximum amount of share capital the company is authorized to issue. It also mentions the division of this capital into shares and their respective nominal value.
Association Clause: It simply states that the subscribers wish to form a company and agree to become members of it, in accordance with the terms of the MOA.
Importance of Memorandum of Association:
Legal Requirement: The MOA is a legal requirement for the formation of a company. It must be filed with the Registrar of Companies during the incorporation process.
Constitutional Document: It serves as the company's constitutional document, defining its scope, powers, and limitations.
Protection of Members: It protects the interests of the company's members by clearly defining the objectives and limiting their liability.
External Communication: It provides clarity to external parties, such as investors, creditors, and regulatory authorities, regarding the company's objectives and powers.
https://seribangash.com/difference-public-and-private-company-law/
Binding Authority: The company and its members are bound by the provisions of the MOA. Any action taken beyond its scope may be considered ultra vires (beyond the powers) of the company and therefore void.
Amendment of MOA:
While the MOA lays down the company's fundamental principles, it is not entirely immutable. It can be amended, but only under specific circumstances and in compliance with legal procedures. Amendments typically require shareholder
RMD24 | Debunking the non-endemic revenue myth Marvin Vacquier Droop | First ...BBPMedia1
Marvin neemt je in deze presentatie mee in de voordelen van non-endemic advertising op retail media netwerken. Hij brengt ook de uitdagingen in beeld die de markt op dit moment heeft op het gebied van retail media voor niet-leveranciers.
Retail media wordt gezien als het nieuwe advertising-medium en ook mediabureaus richten massaal retail media-afdelingen op. Merken die niet in de betreffende winkel liggen staan ook nog niet in de rij om op de retail media netwerken te adverteren. Marvin belicht de uitdagingen die er zijn om echt aansluiting te vinden op die markt van non-endemic advertising.
Improving profitability for small businessBen Wann
In this comprehensive presentation, we will explore strategies and practical tips for enhancing profitability in small businesses. Tailored to meet the unique challenges faced by small enterprises, this session covers various aspects that directly impact the bottom line. Attendees will learn how to optimize operational efficiency, manage expenses, and increase revenue through innovative marketing and customer engagement techniques.
Taurus Zodiac Sign_ Personality Traits and Sign Dates.pptxmy Pandit
Explore the world of the Taurus zodiac sign. Learn about their stability, determination, and appreciation for beauty. Discover how Taureans' grounded nature and hardworking mindset define their unique personality.
Accpac to QuickBooks Conversion Navigating the Transition with Online Account...PaulBryant58
This article provides a comprehensive guide on how to
effectively manage the convert Accpac to QuickBooks , with a particular focus on utilizing online accounting services to streamline the process.
3.0 Project 2_ Developing My Brand Identity Kit.pptxtanyjahb
A personal brand exploration presentation summarizes an individual's unique qualities and goals, covering strengths, values, passions, and target audience. It helps individuals understand what makes them stand out, their desired image, and how they aim to achieve it.
[Note: This is a partial preview. To download this presentation, visit:
https://www.oeconsulting.com.sg/training-presentations]
Sustainability has become an increasingly critical topic as the world recognizes the need to protect our planet and its resources for future generations. Sustainability means meeting our current needs without compromising the ability of future generations to meet theirs. It involves long-term planning and consideration of the consequences of our actions. The goal is to create strategies that ensure the long-term viability of People, Planet, and Profit.
Leading companies such as Nike, Toyota, and Siemens are prioritizing sustainable innovation in their business models, setting an example for others to follow. In this Sustainability training presentation, you will learn key concepts, principles, and practices of sustainability applicable across industries. This training aims to create awareness and educate employees, senior executives, consultants, and other key stakeholders, including investors, policymakers, and supply chain partners, on the importance and implementation of sustainability.
LEARNING OBJECTIVES
1. Develop a comprehensive understanding of the fundamental principles and concepts that form the foundation of sustainability within corporate environments.
2. Explore the sustainability implementation model, focusing on effective measures and reporting strategies to track and communicate sustainability efforts.
3. Identify and define best practices and critical success factors essential for achieving sustainability goals within organizations.
CONTENTS
1. Introduction and Key Concepts of Sustainability
2. Principles and Practices of Sustainability
3. Measures and Reporting in Sustainability
4. Sustainability Implementation & Best Practices
To download the complete presentation, visit: https://www.oeconsulting.com.sg/training-presentations
"𝑩𝑬𝑮𝑼𝑵 𝑾𝑰𝑻𝑯 𝑻𝑱 𝑰𝑺 𝑯𝑨𝑳𝑭 𝑫𝑶𝑵𝑬"
𝐓𝐉 𝐂𝐨𝐦𝐬 (𝐓𝐉 𝐂𝐨𝐦𝐦𝐮𝐧𝐢𝐜𝐚𝐭𝐢𝐨𝐧𝐬) is a professional event agency that includes experts in the event-organizing market in Vietnam, Korea, and ASEAN countries. We provide unlimited types of events from Music concerts, Fan meetings, and Culture festivals to Corporate events, Internal company events, Golf tournaments, MICE events, and Exhibitions.
𝐓𝐉 𝐂𝐨𝐦𝐬 provides unlimited package services including such as Event organizing, Event planning, Event production, Manpower, PR marketing, Design 2D/3D, VIP protocols, Interpreter agency, etc.
Sports events - Golf competitions/billiards competitions/company sports events: dynamic and challenging
⭐ 𝐅𝐞𝐚𝐭𝐮𝐫𝐞𝐝 𝐩𝐫𝐨𝐣𝐞𝐜𝐭𝐬:
➢ 2024 BAEKHYUN [Lonsdaleite] IN HO CHI MINH
➢ SUPER JUNIOR-L.S.S. THE SHOW : Th3ee Guys in HO CHI MINH
➢FreenBecky 1st Fan Meeting in Vietnam
➢CHILDREN ART EXHIBITION 2024: BEYOND BARRIERS
➢ WOW K-Music Festival 2023
➢ Winner [CROSS] Tour in HCM
➢ Super Show 9 in HCM with Super Junior
➢ HCMC - Gyeongsangbuk-do Culture and Tourism Festival
➢ Korean Vietnam Partnership - Fair with LG
➢ Korean President visits Samsung Electronics R&D Center
➢ Vietnam Food Expo with Lotte Wellfood
"𝐄𝐯𝐞𝐫𝐲 𝐞𝐯𝐞𝐧𝐭 𝐢𝐬 𝐚 𝐬𝐭𝐨𝐫𝐲, 𝐚 𝐬𝐩𝐞𝐜𝐢𝐚𝐥 𝐣𝐨𝐮𝐫𝐧𝐞𝐲. 𝐖𝐞 𝐚𝐥𝐰𝐚𝐲𝐬 𝐛𝐞𝐥𝐢𝐞𝐯𝐞 𝐭𝐡𝐚𝐭 𝐬𝐡𝐨𝐫𝐭𝐥𝐲 𝐲𝐨𝐮 𝐰𝐢𝐥𝐥 𝐛𝐞 𝐚 𝐩𝐚𝐫𝐭 𝐨𝐟 𝐨𝐮𝐫 𝐬𝐭𝐨𝐫𝐢𝐞𝐬."
2. Customer Service Tip to Live by:
Treat each person as if your
whole year’s salary depended on
their happiness.
3. Customer Loyalty
The average business spends 6x more to attract new
customers than it does to keep the old ones. Yet, customer
loyalty is worth 10x the price of a single purchase.
4. Put Yourself in the Patient’s Shoes- “Open”
Initial Contact
Be positive and devote all attention to them.
Let them talk about their favorite subject-themselves.
Carefully listen to statements, questions, and feelings.
Maintain eye contact and show empathy for their concerns.
Value their presence-make them feel important.
5. Key points to “Open”:
Exude an air of confidence.
Use your patient’s name.
Introduce yourself to your patients.
Put a smile on your face and on the phone as well!
Keep your skills updated.
Make eye contact.
Listen.
6. Your Voice
The energy in your voice reflects your attitude and
enthusiasm.
People make up their minds in the first 15 seconds if they
like you or not, this decision of you is directly related to the
success of your business.
7. We all do marketing everyday!!
PR doesn’t always mean public relations but also patient
relations
What is customer service? Relationship pampering
8. Quote of the Day
“It’s surprising how much you can accomplish if you don’t
care who gets the credit.”
Abraham Lincoln
9. Changing Mindsets
“If you always do, what you’ve always done, you’ll always
get, what you’ve always got.”
Daily Ask Yourself 3 questions:
Do I choose to innovate?
Do I choose to imitate?
Or do I choose to vegetate?
And if you vegetate, prepare to abdicate (to give up
authorities/duties).
10. The best way to predict our future is to
create it!
11. Why Professional Behavior?
The patient is seeking a professional opinion and is paying for
this opinion.
It is 6 to 10 times more expensive to gain a patient than to
keep one.
Once you have them in the door, KEEP THEM!
12. The Telephone
A patient’s first contact with our office
A funny thing is when you answer the phone or make a call on
your employer’s behalf = YOU ARE THE COMPANY
Smile when you’re on the phone because people can tell, even
over the phone, that you are smiling
13. Telephone Techniques
Name of clinic or department and your name
How may I direct your call? How may I help you?
Talk slowly and clearly
14. Telephone Techniques (cont.)
Give the caller your undivided attention
Concentrate- LISTEN to what the patient is asking
Give the patient choices
Don’t just transfer a call - explain to the patient what may
happen – e.g. voice mail
15. When patients call with questions
Do not keep them on hold for long periods of time.
If an answer cannot be given timely, return the call,
timely.
Provide accurate information. If you don’t know, then
tell them “I don’t know, but I’ll glad to find out the
answer for you.”
Always be polite and friendly.
Respond quickly to all insurance and financial inquiries.
16. Specific Patient questions
When checking on things for callers –
Answer: ask them if they want to hold or offer to take
their name & number for you to call them back .
When asked “How much is LHR treatment at your
office?”
Answer: “We customize our treatments according to our
patients’ needs. So we’d like for you to come in so that
we can see the area you’d like to have treated and we
can discuss the procedure and prices with you then.”
17. Message Taking
Get Enough Information
- Patient name, DOB, phone number(s)
- Your name, date and time
Check voicemail frequently – include provisions for emergencies
on voicemail instructions.
Return calls promptly, at least twice a day
Failure to return phone call- perception of indifference, legal
ramifications
19. Attitude
Courteous – remain polite at all times
Respectful – to patients and coworkers
Attentive – give patient your undivided attention
Helpful – a little extra goes a long way
20. Demeanor
Make eye contact – DO NOT ignore the patient
Address adult patient by their last name
Address the doctor and supervisor by his professional name
21. Demeanor (cont.)
Do not eat, drink, or talk loudly in front of patients.
Do not talk about personal matters where patients can hear.
Never humiliate another employee in front of the patient.
22. How is Etiquette Shown?
Body Language Speech and wording
Facial Expressions Giving of our time
Introductions Tone
Gestures Appearance
Listening Actions
Eye Contact Attitude
23. Greeting your Patient
Greeting every patient is important.
Make eye contact and say “Hello.”
Introduce yourself and state your title (laser technician).
When you shake their hand, use your second hand to touch their
arm.
24. Patient Chart is a legal document
Write legibly in space provided
One line through error
Spell correctly
Be as accurate as possible
Never alter medical records after the fact
25. Release of Information
NEVER release information to third party over
phone.
Get request in writing.
NEVER leave test results on answering machine.
Give test results to patient only (or legal guardian if minor).
26. The Angry, Unhappy Patient
Do not interrupt- LISTEN!
Even if you know the patient is wrong, DO NOT ARGUE!
The patient is always right.
27. Diffuse Patient Anger
Apologize for the service breakdown
Don’t tell the patient he is wrong.
e.g. “Mrs. Smith, you may be right about that. Let’s take a look
at it.”
If necessary to disagree, contradict the facts, not the patient
himself.
28. The Angry Patient
Examine the cause(s) of complaint, work to eliminate the
causes.
If situation escalates to “fight”, have fellow employee step in
to diffuse situation.
Call Supervisor
29. Why do patients leave a Practice?
62% perceive an “attitude of indifference”
30. How does Indifference occur?
Unkept promises
Rude people
No one listened to me
Staff has “can’t do” attitude
31. “BECAUSE THE PATIENT”
Because the patient has a need,
…We have a job to do.
Because the patient has a choice,
…We must strive to be the best choice.
Because the patient has sensitivities,
…We must be considerate.
Because the patient is unique and has an urgency,
…We must be flexible & quick.
Because the patient has high expectations,
…We must excel.
Because the patient has influence,
…We have the hope of more patients.
Because of the patient,
…WE EXIST!
32. 1.) When speaking with a client, what are
some important things to remember?
LISTEN
MAKE EYE CONTACT
BE CONFIDENT
SAY THEIR NAME
SMILE
33. 2.) How do you greet a patient?
Make eye contact and say “Hello.”
Introduce yourself and state your title (laser technician).
When you shake their hand, use your second hand to touch
their arm.
34. 3.) What are 5 important guidelines to
follow when charting?
Write legibly
One line through error
Spell correctly
Be accurate
Never alter medical records after the fact
35. 4.) How do you handle an angry client?
Do not argue with them.
Do not interrupt them.
Apologize.
Work to eliminate the causes of the problem.
If necessary, call a supervisor.
36. 6.) What are the 4 rules on releasing
information?
NEVER to a third party over the phone.
NEVER leave test results on answering machine.
Get request in writing.
Give test results to patient only (or legal guardian if minor).