We would focus on customers interaction and anticipation. Reference: The Healthcare Warrior's Customer Service Standards.

1. Welcome to
Professional Crafted Service
…Service is our Nature

2. Apr. 11 (Pilot, HR Team – Trial Class)
Apr. 26
May 9, 17, 23, 25, 29
Jun. 9, 16, 20, 23, 27
Total 11 groups @30 = 330 pax
Planning 2017 for
Receptionist & Cashiering

3. G2K
1. Sit in a circle
2. Take turns say something you’ve never done
3. Show your ten fingers and place them on your knee
4. Give one work statement that you’ve done or never done it
before i.e. I’ve never been at Paolo Phaholyothin, I don’t know
G5 culture, I know the name of CEO etc.
5. Drop a finger each time when you hear you’ve done or never
done that is said
6. The last person who stay in the group the longest to be the
winner

4. Program
…Service is our Nature
- 4 Tips of Setting Service Mindset (PPWR)
- 4 Tips of creating the Moment of Truth
- 6 Steps of Handling Request (Beyond Customer
Satisfaction )

5. Learn differentiate between poor &
exceptional customer service
1.
List 4 tips of setting service mindset
(PPWR)
2.
Articulate a clear big picture of what are
4 tips of setting service mindset
3.
See colleagues using the 4 tips whilst
conducting daily tasks
4.
Objective

6. Why do we need to have
standard of service in
healthcare business?
SC I OHT 5

7. Questions
1. What is customer service?
2. Why is it important?

8. Q&A Paolo Samutprakarn

9. Who are your customers?

10. Business People
Government Officials
Regular Customers
Professionals
Celebrities Anyone?

11. Foundations of Superior Customer Service
Q: What makes one organization better than another
organization?

12. Starfish Story

13. Once upon a time, there was an old man who used to go
to the ocean to do his writing. He had a habit of walking
on the beach every morning before he began his work.
Early one morning, he was walking along the shore after
a big storm had passed and found the vast beach
littered with starfish as far as the eye could see,
stretching in both directions.
Off in the distance, the old man noticed a small boy
approaching. As the boy walked, he paused every so
often and as he grew closer, the man could see that he
was occasionally bending down to pick up an object and
throw it into the sea. The boy came closer still and the
man called out, “Good morning! May I ask what it is that
you are doing?”

14. The young boy paused, looked up, and replied
“Throwing starfish into the ocean. The tide has washed
them up onto the beach and they can’t return to the sea
by themselves,” the youth replied. “When the sun gets
high, they will die, unless I throw them back into the
water.”
The old man replied, “But there must be tens
of thousands of starfish on this beach. I’m afraid you
won’t really be able to make much of a difference.”
The boy bent down, picked up yet another starfish and
threw it as far as he could into the ocean. Then he
turned, smiled and said, “It made a difference to that
one!”

15. 3 Main Factors of being high performers
• Skills – knowing how to complete all the tasks
within your job function
• Knowledge –the experience of and lessons learnt
from doing your job
• Attitude?

16. Q&A

17. Discussion
• Why would customers choose us over our
competitors?
• What do we offer that our competitors don’t?
Exsat

18. 4 Tips of setting service mindset (PPWR)
• Professional
• Personalized
• Warm
• Responsive

19. 4 Tips of setting service mindset
Professional Service Mindset
• Knowing our jobs
• Knowing our company’s standards, procedures &
policies
• The way we dress & our hygiene standards
• Having an appropriate work attitude
• Having pride in what we do

20. 4 Tips of setting service mindset
Personalized Service Mindset
• Treating customers as individuals, consider them a
guest.
• Respecting and acknowledging resident’s rights
and choices
• Ensuring that a customers’ individual
environments is well maintained & their personal
belongings looked after

21. 4 Tips of setting service mindset
Warm Service Mindset
• It’s doing everything with sincerity
Responsive Service Mindset
• Responding to customers & their relatives needs in
a caring & timely manner
• Taking the time to listen to our customers

22. Summary
• Airline passengers want more than a flight
• Hotel guests want more than a room
• Restaurant patrons want more than a meal
Note: So, why wouldn’t healthcare customers want
more than just somewhere to be medically treated?
Clip

23. The Moment of Truth
The miracle of a warm and
professional first impression
…Service is our Nature

24. To learn the miracle of the moment of
truth by greeting patients and guests at
the counter manner
1.
To make people feel welcome upon
arrival
2.
Objective

26. What is “The Moment of Truth”?
SC I OHT 5

27. Remember:
We can greet our patients & guests in
such a way that we can change their
world in an instant, because we care
them.

28. 4 tips of creating the moment of truth
1. Within 3 seconds or arrival, acknowledge patient or guest
with smile, eye contact, greeting & Face your whole body
towards the person
2. Personalize Conversation – Use the Patients name and if
possible the patient’s visitor’s names
3. Read patients / customers what they need within a 3
minute
4. Initial statement to patient or customer to be a non-
business related statement or question.

29. Smile:
Eye Contact:
Initial Greetings:

31. Area of appropriate focused

32. Greetings Step – 1
Within 3 seconds of arrival, acknowledge patient or guest
with smile, eye contact and greetings

33. Greetings Step – 2
Greet patients using their names and if possible, greet
guests by names

34. Body Positioning
Face your body towards the person – Body language
is very powerful
• Affect how people think of you
• Reveal if someone is lying to you
• Improve your overall communication
• Make people like or dislike you.

35. 3. Assisting & Advising
Possible?

36. 4. Initial statement to patient or
customer to be a non-business related
statement or question.

37. Q&A Paolo Samutprakarn

38. Review Morning Session

39. Beyond Customer Satisfaction
The importance of handling
requests effectively &
professionally
…Service is our Nature

40. To confidently handle all requests from
start to finish in line with best practice
process
1.
To learn why handling requests is
important to our business
2.
Objective
To keep the 4 tips of setting service in
mind when handling customer service
requests.
3.

42. Why do we need to know how to handle
request?
-
Pause to discuss

43. HOW?

44. Tips: 6 Steps of handling requests

45. 1. 4 tips of setting service mindset (PPWR)
2. 4 tips of creating The Moment of Truth
Step I

46. Listen to the request without
interruption
Step II

47. Acknowledge & clarify requests by
repeating them back to the guest.
Step III

48. Action request – either straight away or state
what action will be taken – within specific
time frame.
1. Let the guest know a time frame in which you can
complete their request or
2. Let the guest know that you will need to pass their
request on to the appropriate staff member
Step IV

49. Satisfaction confirmed
Once we have completed all the guest’s request, we
need to confirm that we have fully provided the service
they asked for in and acceptable manner.
“Khun Prateep, is everything alright?
Step V

50. Step VI – Thank them
People want to feel important and
appreciated and our guest’s are the same.

51. Q&A Paolo Samutprakarn

52. Role Play Fun!
- Form your group, 5-6 persons each
- Read through the case assigned
- Brainstorm and make a dialogue, dealing with
customers
- Select 1-2 staff preform and another will be
customer by being applied to the tips and steps we
have learnt today