Diane Sullivan will present on customer service training for medical staff. She will discuss the importance of customer service in healthcare today given decreased reimbursement. She will provide tips for good customer service including having a positive attitude, personalized service, listening skills and thanking patients. She will also cover how to handle complaints and angry patients. The presentation aims to help staff provide excellent customer service.
The document outlines standards of behavior for employees at Jamestown Regional Medical Center. It emphasizes providing excellent patient care through positive attitudes, effective communication, compassion, customer service, respect, teamwork, professional appearance, safety, and accountability. The standards are designed to promote consistency in service and positive outcomes for patients.
This document discusses the importance of effective communication in healthcare. It notes that poor communication can damage relationships with patients and customers. The document outlines four main types of communication - verbal, non-verbal, written, and visual. For each type, it provides examples and best practices for healthcare providers to communicate clearly and build trust with patients. The overall message is that by understanding different communication styles and putting oneself in the patient's perspective, providers can address concerns, build confidence, and improve health outcomes through their interactions.
This document discusses providing outstanding patient service. It begins by defining good, poor, and outstanding patient service. Good service meets expectations, while outstanding service exceeds expectations and is memorable. The document then provides tips for offering outstanding patient service, such as treating each patient as an individual, identifying their needs, and looking for opportunities to exceed their expectations. It emphasizes building rapport with patients through active listening, making a personal connection, and following up after providing a service. The document also discusses dealing with patients' emotional needs through empathy and validation. Overall, it provides guidance for staff on understanding patients' perspectives and consistently delivering service that exceeds their expectations.
Guests are the most important people in any business. They are not outsiders but rather the purpose of the business. A business exists to serve guests and fulfill their needs and wants. Guests should be treated with respect and courtesy as satisfied guests are crucial to a business's success and growth. Dissatisfied guests will often tell others about negative experiences, so complaints must be resolved promptly and politely to retain the guest's business. Providing excellent guest service through greeting, understanding needs, explaining products, suggesting additional items, and thanking guests can help create satisfied and returning guests.
The document discusses communication and customer service best practices for staff at a swim club. It emphasizes maintaining a positive attitude, treating customers well, actively listening to address any issues, and working as a team to provide an excellent experience for customers. Specific tips covered include greeting customers with a smile, speaking politely, solving problems, thanking customers, and directing questions to the proper staff. The goal is to increase customer loyalty and satisfaction.
Handling customer complaints, Dealing Different Types of Guest pranjal joshi
Customer service is important for keeping customers satisfied and returning. There are different types of customers and effective strategies for handling complaints. It is important to listen to complaints, take them seriously, and resolve issues to the customer's satisfaction in order to change unhappy customers into loyal returning customers.
The document outlines standards of behavior for employees at Jamestown Regional Medical Center. It emphasizes providing excellent patient care through positive attitudes, effective communication, compassion, customer service, respect, teamwork, professional appearance, safety, and accountability. The standards are designed to promote consistency in service and positive outcomes for patients.
This document discusses the importance of effective communication in healthcare. It notes that poor communication can damage relationships with patients and customers. The document outlines four main types of communication - verbal, non-verbal, written, and visual. For each type, it provides examples and best practices for healthcare providers to communicate clearly and build trust with patients. The overall message is that by understanding different communication styles and putting oneself in the patient's perspective, providers can address concerns, build confidence, and improve health outcomes through their interactions.
This document discusses providing outstanding patient service. It begins by defining good, poor, and outstanding patient service. Good service meets expectations, while outstanding service exceeds expectations and is memorable. The document then provides tips for offering outstanding patient service, such as treating each patient as an individual, identifying their needs, and looking for opportunities to exceed their expectations. It emphasizes building rapport with patients through active listening, making a personal connection, and following up after providing a service. The document also discusses dealing with patients' emotional needs through empathy and validation. Overall, it provides guidance for staff on understanding patients' perspectives and consistently delivering service that exceeds their expectations.
Guests are the most important people in any business. They are not outsiders but rather the purpose of the business. A business exists to serve guests and fulfill their needs and wants. Guests should be treated with respect and courtesy as satisfied guests are crucial to a business's success and growth. Dissatisfied guests will often tell others about negative experiences, so complaints must be resolved promptly and politely to retain the guest's business. Providing excellent guest service through greeting, understanding needs, explaining products, suggesting additional items, and thanking guests can help create satisfied and returning guests.
The document discusses communication and customer service best practices for staff at a swim club. It emphasizes maintaining a positive attitude, treating customers well, actively listening to address any issues, and working as a team to provide an excellent experience for customers. Specific tips covered include greeting customers with a smile, speaking politely, solving problems, thanking customers, and directing questions to the proper staff. The goal is to increase customer loyalty and satisfaction.
Handling customer complaints, Dealing Different Types of Guest pranjal joshi
Customer service is important for keeping customers satisfied and returning. There are different types of customers and effective strategies for handling complaints. It is important to listen to complaints, take them seriously, and resolve issues to the customer's satisfaction in order to change unhappy customers into loyal returning customers.
What is a Complaint?
Guest Complaint Cycle
Do's & Dont's While Handling a Complaint
Reason for Guest Complaints
Normal Reaction to Complaints
Types of Guest Complaints
Benefits of Complaints
Types of Complaint Guests
Importance of Customer Service
Benefits of Customer Recovery
Excellent customer service is about consistently exceeding customer expectations before, during, and after a sale. It is important because most dissatisfied customers do not complain but simply find another provider in the future. It also costs much more to acquire a new customer than retain an existing one. To provide excellent service, understand the customer perspective, be caring, know their needs, and welcome and resolve complaints quickly. Positive attributes include being friendly, accurate, accountable, simple, and respectful. Constantly evaluate performance through customer surveys and research to ensure high quality service.
Loyal customers are worth up to ten times as much as their first purchase.
86% of consumers will pay up to 25% more for a better customer experience.
It costs six times more to acquire a new customer than retain an existing one
All organisations should continually strive to deliver amazing customer experiences. At retail360, we have a vision to give people the customer experience they are searching for - because we understand customer service can change people's lives.
And any business with customers is in the people business, it all comes back to people.
This document discusses identifying and understanding customer needs. It states that in order to manage quality customer service, one must understand the nature of the service being provided, what customers want from the service, and how customers perceive the service. It emphasizes the importance of communicating with customers to understand their needs, recording customer feedback, and using this information when making business decisions. Properly identifying customer needs is essential for customer satisfaction and loyalty.
A "Moment of Magic" is when a guest has an interaction with service staff that exceeds their expectations and leaves them feeling good. To consistently create these moments, staff must give undivided attention, have a service attitude, anticipate needs, attend to details, and treat each guest differently by catering the experience to them. Providing exceptional customer service leads to delighted, loyal guests who generate more profits and incentives for employees.
This document discusses the role and responsibilities of front desk executives in a hospital setting. It emphasizes the importance of professionalism, promptness, courtesy, and teamwork. Specific guidelines are provided for each area, including maintaining a positive attitude, being organized, greeting callers appropriately, and treating all patients and visitors with respect. The front desk is described as the first point of contact and image of the hospital, so front desk executives must provide extraordinary customer service and address any complaints to ensure patient satisfaction.
The document discusses developing customer focus. It outlines that customers are vital to any organization's success and their expectations include having questions answered, problems solved, and ideas shared in a timely manner. The goals for meeting customer expectations are to treat them well, satisfy their needs, and make them feel valued. Customers expect high quality, fair priced, clean, and safe products and services. Building good customer relationships and maintaining customer loyalty are also discussed.
This document discusses psychology, communication, and understanding patients in the dental field. It covers key topics such as:
- The importance of communication skills for dental assistants to understand patients' perspectives and meet their needs.
- The concept of "individual paradigms" and how people's unique life experiences shape their beliefs and behaviors.
- Components of the communication process including sending and receiving verbal and nonverbal messages.
- Developing empathy, active listening skills, and understanding different cultures to effectively communicate with patients.
- The role of dental assistants in observing patients for signs of discomfort and communicating observations to dentists.
Developing a Helping Relationship outlines key ingredients and skills for developing effective helping relationships as a career development professional. The key ingredients include acceptance, respect, understanding, empathy, trust, and warmth. Core helping skills include active listening, reflecting, questioning, encouraging, attending behaviors like SOLER, and using silence purposefully. The document also covers intake interviews, goal setting, action planning, services provided, and the importance of self-care for professionals.
Court your customers jeri mae rowley 2014Jeri Rowley
COURT YOUR CUSTOMERS Roses are red. Violets are blue. If you don’t court customers . . . they’ll find someone new. Attracting, Delighting, and Retaining Customers Is Like Courtship!
Court your customers jeri mae rowley 2014 v2Jeri Rowley
Court your customers like suitors in courtship. Make a good first impression, listen attentively, and show appreciation to attract customers. When mistakes happen, apologize sincerely and commit to resolving issues personally. Build trust over time by keeping promises and maintaining open and honest communication so customers feel heard and satisfied. With the right customer-focused attitude, serving customers can be an enjoyable experience.
The document discusses best practices for customer service and communication. It provides tips for how to positively interact with customers, including listening actively, maintaining eye contact, avoiding distractions, and following up on commitments. It also covers how to handle confrontational situations, working as a team, embracing diversity, and resolving conflicts. The overall message is that strong communication skills are key to providing excellent customer service.
Supply center expo 2012 communicating with patients what are you missing Lani Anderson L.Ac.
client communication is critical for building a successful clinical practice. Go to www.buildyourbusinessqi.com for more resources to help you build your business.
This document provides techniques for communicating effectively with children of different age groups. For toddlers, it recommends using simple language and vocabulary they understand, speaking in complete sentences, allowing movement when possible, and giving them a sense of control. For preschoolers, it suggests getting down to their eye level, using short sentences, asking open-ended questions, and praising their efforts. For school-aged children, the techniques include explaining procedures in an age-appropriate manner, encouraging them to ask questions, and being honest but reassuring.
Therapeutic communication is a face-to-face interaction between healthcare providers and patients that aims to advance the physical and emotional well-being of patients. It has three main purposes: collecting information about a patient's illness, assessing and modifying their behavior, and providing health education. Effective therapeutic communication requires active listening skills, observing both verbal and nonverbal cues, and interpreting the information collected in a sensitive manner. Mastering listening and observation skills is important for understanding patients and identifying their needs.
Intentional Interviewing and Counseling Facilitating 9th Edition Ivey Test BankTimothyMoons
Full download : https://alibabadownload.com/product/intentional-interviewing-and-counseling-facilitating-9th-edition-ivey-test-bank/ Intentional Interviewing and Counseling Facilitating 9th Edition Ivey Test Bank
This document discusses soft skills that are important for medical professionals. It emphasizes the importance of proper communication, including making eye contact, greeting patients politely, speaking softly, and answering all questions clearly. Other key soft skills include having a basic understanding of colleagues' work, sharing responsibilities, treating all patients with humility and compassion, providing proper guidance, maintaining professional dress and cleanliness, and avoiding distractions like mobile phones at work. The overall message is that soft skills are essential for building positive relationships and providing quality care.
The document discusses effective patient advocacy through two case studies and advice for nurses. In the first case study, a student nurse advocated for a patient by ensuring the consultant addressed the patient's care plan. In the second case study, a manager advocated for new flooring on a ward for older patients by presenting evidence of falls and complaints to the general manager. The document provides tips for nurses to build advocacy skills, such as identifying issues, developing requests supported by evidence, and raising awareness of their advocacy role with leaders.
Helios Outsourcing is a subsidiary of a UK-based company that provides outsourcing and contact center services through 250 employees worldwide. It was created to provide offshore outsourcing services to several companies. Helios aims to set standards in the industry through innovative processes and committed employees. The company focuses on developing trust with clients worldwide by delivering quality services and operational excellence.
This document provides an overview of training topics covered in a call center training program. The training includes cross-cultural dynamics, cultural awareness, social graces, etiquette and body language, maps and time zones, voice and accent training, customer service basics, quality monitoring, team building exercises, call handling skills, and mock calls. The goal is to prepare new call center agents to effectively handle calls from a diverse global customer base.
The document summarizes key metrics for evaluating call center performance. It discusses internal metrics like adherence, average handle time, abandon rate, and service level which measure agent and system performance. It also discusses external metrics like moment of truth, caller satisfaction, and surveys which measure the customer experience. A daily training schedule and objectives are also outlined which aim to familiarize participants with best practices for measuring and improving both internal and external metrics.
Thank you for the detailed summary. I appreciate you taking the time to break down the key steps and techniques. It's very helpful for understanding the sales process.
What is a Complaint?
Guest Complaint Cycle
Do's & Dont's While Handling a Complaint
Reason for Guest Complaints
Normal Reaction to Complaints
Types of Guest Complaints
Benefits of Complaints
Types of Complaint Guests
Importance of Customer Service
Benefits of Customer Recovery
Excellent customer service is about consistently exceeding customer expectations before, during, and after a sale. It is important because most dissatisfied customers do not complain but simply find another provider in the future. It also costs much more to acquire a new customer than retain an existing one. To provide excellent service, understand the customer perspective, be caring, know their needs, and welcome and resolve complaints quickly. Positive attributes include being friendly, accurate, accountable, simple, and respectful. Constantly evaluate performance through customer surveys and research to ensure high quality service.
Loyal customers are worth up to ten times as much as their first purchase.
86% of consumers will pay up to 25% more for a better customer experience.
It costs six times more to acquire a new customer than retain an existing one
All organisations should continually strive to deliver amazing customer experiences. At retail360, we have a vision to give people the customer experience they are searching for - because we understand customer service can change people's lives.
And any business with customers is in the people business, it all comes back to people.
This document discusses identifying and understanding customer needs. It states that in order to manage quality customer service, one must understand the nature of the service being provided, what customers want from the service, and how customers perceive the service. It emphasizes the importance of communicating with customers to understand their needs, recording customer feedback, and using this information when making business decisions. Properly identifying customer needs is essential for customer satisfaction and loyalty.
A "Moment of Magic" is when a guest has an interaction with service staff that exceeds their expectations and leaves them feeling good. To consistently create these moments, staff must give undivided attention, have a service attitude, anticipate needs, attend to details, and treat each guest differently by catering the experience to them. Providing exceptional customer service leads to delighted, loyal guests who generate more profits and incentives for employees.
This document discusses the role and responsibilities of front desk executives in a hospital setting. It emphasizes the importance of professionalism, promptness, courtesy, and teamwork. Specific guidelines are provided for each area, including maintaining a positive attitude, being organized, greeting callers appropriately, and treating all patients and visitors with respect. The front desk is described as the first point of contact and image of the hospital, so front desk executives must provide extraordinary customer service and address any complaints to ensure patient satisfaction.
The document discusses developing customer focus. It outlines that customers are vital to any organization's success and their expectations include having questions answered, problems solved, and ideas shared in a timely manner. The goals for meeting customer expectations are to treat them well, satisfy their needs, and make them feel valued. Customers expect high quality, fair priced, clean, and safe products and services. Building good customer relationships and maintaining customer loyalty are also discussed.
This document discusses psychology, communication, and understanding patients in the dental field. It covers key topics such as:
- The importance of communication skills for dental assistants to understand patients' perspectives and meet their needs.
- The concept of "individual paradigms" and how people's unique life experiences shape their beliefs and behaviors.
- Components of the communication process including sending and receiving verbal and nonverbal messages.
- Developing empathy, active listening skills, and understanding different cultures to effectively communicate with patients.
- The role of dental assistants in observing patients for signs of discomfort and communicating observations to dentists.
Developing a Helping Relationship outlines key ingredients and skills for developing effective helping relationships as a career development professional. The key ingredients include acceptance, respect, understanding, empathy, trust, and warmth. Core helping skills include active listening, reflecting, questioning, encouraging, attending behaviors like SOLER, and using silence purposefully. The document also covers intake interviews, goal setting, action planning, services provided, and the importance of self-care for professionals.
Court your customers jeri mae rowley 2014Jeri Rowley
COURT YOUR CUSTOMERS Roses are red. Violets are blue. If you don’t court customers . . . they’ll find someone new. Attracting, Delighting, and Retaining Customers Is Like Courtship!
Court your customers jeri mae rowley 2014 v2Jeri Rowley
Court your customers like suitors in courtship. Make a good first impression, listen attentively, and show appreciation to attract customers. When mistakes happen, apologize sincerely and commit to resolving issues personally. Build trust over time by keeping promises and maintaining open and honest communication so customers feel heard and satisfied. With the right customer-focused attitude, serving customers can be an enjoyable experience.
The document discusses best practices for customer service and communication. It provides tips for how to positively interact with customers, including listening actively, maintaining eye contact, avoiding distractions, and following up on commitments. It also covers how to handle confrontational situations, working as a team, embracing diversity, and resolving conflicts. The overall message is that strong communication skills are key to providing excellent customer service.
Supply center expo 2012 communicating with patients what are you missing Lani Anderson L.Ac.
client communication is critical for building a successful clinical practice. Go to www.buildyourbusinessqi.com for more resources to help you build your business.
This document provides techniques for communicating effectively with children of different age groups. For toddlers, it recommends using simple language and vocabulary they understand, speaking in complete sentences, allowing movement when possible, and giving them a sense of control. For preschoolers, it suggests getting down to their eye level, using short sentences, asking open-ended questions, and praising their efforts. For school-aged children, the techniques include explaining procedures in an age-appropriate manner, encouraging them to ask questions, and being honest but reassuring.
Therapeutic communication is a face-to-face interaction between healthcare providers and patients that aims to advance the physical and emotional well-being of patients. It has three main purposes: collecting information about a patient's illness, assessing and modifying their behavior, and providing health education. Effective therapeutic communication requires active listening skills, observing both verbal and nonverbal cues, and interpreting the information collected in a sensitive manner. Mastering listening and observation skills is important for understanding patients and identifying their needs.
Intentional Interviewing and Counseling Facilitating 9th Edition Ivey Test BankTimothyMoons
Full download : https://alibabadownload.com/product/intentional-interviewing-and-counseling-facilitating-9th-edition-ivey-test-bank/ Intentional Interviewing and Counseling Facilitating 9th Edition Ivey Test Bank
This document discusses soft skills that are important for medical professionals. It emphasizes the importance of proper communication, including making eye contact, greeting patients politely, speaking softly, and answering all questions clearly. Other key soft skills include having a basic understanding of colleagues' work, sharing responsibilities, treating all patients with humility and compassion, providing proper guidance, maintaining professional dress and cleanliness, and avoiding distractions like mobile phones at work. The overall message is that soft skills are essential for building positive relationships and providing quality care.
The document discusses effective patient advocacy through two case studies and advice for nurses. In the first case study, a student nurse advocated for a patient by ensuring the consultant addressed the patient's care plan. In the second case study, a manager advocated for new flooring on a ward for older patients by presenting evidence of falls and complaints to the general manager. The document provides tips for nurses to build advocacy skills, such as identifying issues, developing requests supported by evidence, and raising awareness of their advocacy role with leaders.
Helios Outsourcing is a subsidiary of a UK-based company that provides outsourcing and contact center services through 250 employees worldwide. It was created to provide offshore outsourcing services to several companies. Helios aims to set standards in the industry through innovative processes and committed employees. The company focuses on developing trust with clients worldwide by delivering quality services and operational excellence.
This document provides an overview of training topics covered in a call center training program. The training includes cross-cultural dynamics, cultural awareness, social graces, etiquette and body language, maps and time zones, voice and accent training, customer service basics, quality monitoring, team building exercises, call handling skills, and mock calls. The goal is to prepare new call center agents to effectively handle calls from a diverse global customer base.
The document summarizes key metrics for evaluating call center performance. It discusses internal metrics like adherence, average handle time, abandon rate, and service level which measure agent and system performance. It also discusses external metrics like moment of truth, caller satisfaction, and surveys which measure the customer experience. A daily training schedule and objectives are also outlined which aim to familiarize participants with best practices for measuring and improving both internal and external metrics.
Thank you for the detailed summary. I appreciate you taking the time to break down the key steps and techniques. It's very helpful for understanding the sales process.
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).
9 Top Qualities of a Successful Call Center AgentTalkdeskInc
https://www.talkdesk.com/resources/webinars/
Hiring an excellent call center agent is never an easy task. Candidates can be screened based on a variety of criteria, such as personality, skill, fit and motivation, during the hiring process. Regardless of your list of prerequisites, it's helpful to know exactly what makes a successful agent. Here are some of the top qualities of a successful call center agent.
The document discusses performance management processes including:
1) Setting objectives and defining responsibilities at the beginning of the cycle through performance planning.
2) Monitoring performance and providing ongoing feedback throughout the cycle.
3) Periodically reviewing performance and achievements to evaluate progress and make adjustments.
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.
The document provides guidance on effective customer service communication from the perspective of nurses who work in telephone triage. It emphasizes listening to customers, speaking to them with respect, empathy and care, and going above and beyond to meet their needs. Nurses provide examples of excellent customer service such as having a caring tone, thoroughly addressing concerns, and giving updates to reduce wait times. The overall message is that customer service requires treating each caller as a valued individual.
This document discusses the importance of customer service and employee commitment. It provides tips for motivating employees, such as getting excited yourself, hiring motivated people, measuring performance, and profit sharing. Good customer service experiences less stress and saves time. Keys to good customer service include listening, anticipating needs, making customers feel important, helping them understand systems, appreciating feedback, and treating employees well. Customer loyalty is more valuable than satisfaction. Employee loyalty is the foundation for customer loyalty.
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 provides an overview of customer service training for library staff. It discusses what customer service means, why it is important, and key aspects of customer service like making a good first impression, communication skills, and handling customer interactions effectively both in person and over the phone. The document outlines specific customer service points of contact in the library and emphasizes that customer satisfaction should be the top priority. It provides guidance on policies, etiquette, resolving complaints, and creating a welcoming environment for all library patrons.
The Art of Intentional Customer Service.pptsubramanianS62
This document discusses best practices for providing intentional customer service. It emphasizes caring for customers through reliability, assurance, responsiveness, empathy, and attention to tangible details. Key aspects of customer service include keeping promises, addressing customer needs promptly, building trust through honesty and communication, treating customers with courtesy and respect, actively listening to understand their perspectives, and expressing gratitude. The overall mission is to partner with customers and help them through challenges with a caring, solutions-oriented attitude.
This document discusses providing outstanding patient service. It begins by defining good, poor, and outstanding patient service. Good service meets expectations, while outstanding service exceeds expectations and is memorable. The document then provides tips for offering outstanding patient service, such as treating each patient as an individual, identifying their needs, and looking for opportunities to exceed their expectations. It emphasizes building rapport with patients through active listening, making a personal connection, and following up after providing a service. The document also discusses dealing with patients' emotional needs through empathy and validation. Overall, it provides guidance for staff on understanding patients' perspectives and consistently delivering service that exceeds their expectations.
This document discusses providing outstanding patient service. It begins by defining good, poor, and outstanding service. Good service meets expectations, while outstanding service exceeds them. The document then provides tips for offering outstanding patient service, such as treating each patient as an individual, identifying their needs, building rapport, listening skills, problem solving, and managing expectations. It emphasizes the importance of going above and beyond for patients by looking for extra opportunities to help them. The overall message is that outstanding patient service can be provided by focusing on each unique patient, understanding their needs, and finding ways to exceed their expectations through small acts of care, attention, and problem solving.
This document discusses the importance of using AIDET communication techniques with both internal and external customers in a healthcare setting. It explains that AIDET, which stands for Acknowledge, Introduce, Explanation, Thank You, and Duration, helps reduce anxiety and improve satisfaction by establishing trust. When used with patients, AIDET can decrease anxiety, improve compliance for better outcomes, create a safe care environment, and build customer loyalty. With coworkers, AIDET reduces anxiety, improves teamwork, creates a more efficient work environment, and builds loyalty. The document provides tips and examples for using different elements of AIDET in various interactions.
This document discusses the importance of using AIDET communication techniques with both internal and external customers. It explains that AIDET, which stands for Acknowledge, Introduce, Explanation, Thank You, and Duration, helps reduce anxiety and improve satisfaction by establishing trust. When used with patients, AIDET can decrease anxiety, improve compliance for better outcomes, create a safe care environment, and build customer loyalty. With coworkers, AIDET reduces anxiety, improves teamwork, creates a more efficient work environment, and builds loyalty. The document provides tips and examples for using different elements of AIDET in various customer interactions.
This document discusses the importance of using AIDET communication techniques with both internal and external customers. It explains that AIDET, which stands for Acknowledge, Introduce, Explanation, Thank You, and Duration, helps reduce anxiety and improve satisfaction by establishing trust. When used with patients, AIDET can decrease anxiety, improve compliance for better outcomes, create a safe care environment, and build customer loyalty. With coworkers, AIDET reduces anxiety, improves teamwork, creates a more efficient work environment, and builds loyalty. The document provides tips and examples for using different elements of AIDET in various customer interactions.
1) Understanding customers' preferences and expectations and exceeding them is key to rising above competition.
2) Poor customer service, such as ignoring customers or not answering their queries, can result in customers not returning and telling many others about their negative experience.
3) Having a positive attitude and being willing to help customers is important, as customers will remember how they were treated.
This document provides tips for customer service when promoting consumer products. It outlines 10 types of customers, from proud relatives to stubborn customers. It also lists 8 rules for dealing with difficult customers, such as listening, acknowledging their concerns, responding with kindness, and seeking resolution. The document concludes with tips for the sales process, including knowing the product and allowing customers to ask questions, as well as dos and don'ts for maintaining a professional appearance and demeanor.
This document discusses how to effectively handle angry customers in a school setting. It defines who a customer is, including both internal and external stakeholders. The six basic needs of school customers are outlined as friendliness, understanding, fairness, control, options, and information. When dealing with an angry customer, effective strategies include listening without interrupting, asking clarifying questions, providing a solution, and following up. School staff should respect customers, remain calm and patient, and avoid blaming in order to resolve issues and leave customers feeling heard and satisfied.
The document discusses customer and staff relations. It emphasizes the importance of courtesy, professionalism, and effective response when interacting with both external and internal customers. Non-verbal communication skills like body language, appearance, and listening are key to positive customer relations. Maintaining honesty, politeness, tact, and sensitivity are also discussed as important qualities for customer-facing staff.
The document discusses the importance of customer orientation and satisfaction. It notes that quality is defined by what the customer gets from a product or service, not what a company puts into it. It provides statistics showing that dissatisfied customers often don't complain and instead leave for competitors, and that retaining existing customers is much cheaper than acquiring new ones. The document advocates understanding different customer types, listening to customers' needs, and focusing on delivering a positive customer experience in order to improve customer satisfaction and loyalty.
This document provides guidance on how to provide excellent customer service at the Harris County Public Library. It emphasizes listening to customers' needs rather than just their requests, saying yes when possible but knowing when to say no, and nurturing long-term relationships through empathy, attention, follow-up, and going above expectations. Specific tips include learning about customers, giving options, apologizing when needed, taking responsibility for problems, and resolving issues quickly. The goal is to leave all customers feeling heard, satisfied and glad they came to the library.
Customer service is a necessary part of any job. There are some important parts to dealing with customers, and for handling the situation when someone is angry.
Histololgy of Female Reproductive System.pptxAyeshaZaid1
Dive into an in-depth exploration of the histological structure of female reproductive system with this comprehensive lecture. Presented by Dr. Ayesha Irfan, Assistant Professor of Anatomy, this presentation covers the Gross anatomy and functional histology of the female reproductive organs. Ideal for students, educators, and anyone interested in medical science, this lecture provides clear explanations, detailed diagrams, and valuable insights into female reproductive system. Enhance your knowledge and understanding of this essential aspect of human biology.
Discover the benefits of homeopathic medicine for irregular periods with our guide on 5 common remedies. Learn how these natural treatments can help regulate menstrual cycles and improve overall menstrual health.
Visit Us: https://drdeepikashomeopathy.com/service/irregular-periods-treatment/
“Psychiatry and the Humanities”: An Innovative Course at the University of Mo...Université de Montréal
“Psychiatry and the Humanities”: An Innovative Course at the University of Montreal Expanding the medical model to embrace the humanities. Link: https://www.psychiatrictimes.com/view/-psychiatry-and-the-humanities-an-innovative-course-at-the-university-of-montreal
STUDIES IN SUPPORT OF SPECIAL POPULATIONS: GERIATRICS E7shruti jagirdar
Unit 4: MRA 103T Regulatory affairs
This guideline is directed principally toward new Molecular Entities that are
likely to have significant use in the elderly, either because the disease intended
to be treated is characteristically a disease of aging ( e.g., Alzheimer's disease) or
because the population to be treated is known to include substantial numbers of
geriatric patients (e.g., hypertension).
Travel vaccination in Manchester offers comprehensive immunization services for individuals planning international trips. Expert healthcare providers administer vaccines tailored to your destination, ensuring you stay protected against various diseases. Conveniently located clinics and flexible appointment options make it easy to get the necessary shots before your journey. Stay healthy and travel with confidence by getting vaccinated in Manchester. Visit us: www.nxhealthcare.co.uk
- Video recording of this lecture in English language: https://youtu.be/Pt1nA32sdHQ
- Video recording of this lecture in Arabic language: https://youtu.be/uFdc9F0rlP0
- Link to download the book free: https://nephrotube.blogspot.com/p/nephrotube-nephrology-books.html
- Link to NephroTube website: www.NephroTube.com
- Link to NephroTube social media accounts: https://nephrotube.blogspot.com/p/join-nephrotube-on-social-media.html
How to Control Your Asthma Tips by gokuldas hospital.Gokuldas Hospital
Respiratory issues like asthma are the most sensitive issue that is affecting millions worldwide. It hampers the daily activities leaving the body tired and breathless.
The key to a good grip on asthma is proper knowledge and management strategies. Understanding the patient-specific symptoms and carving out an effective treatment likewise is the best way to keep asthma under control.
Know the difference between Endodontics and Orthodontics.Gokuldas Hospital
Your smile is beautiful.
Let’s be honest. Maintaining that beautiful smile is not an easy task. It is more than brushing and flossing. Sometimes, you might encounter dental issues that need special dental care. These issues can range anywhere from misalignment of the jaw to pain in the root of teeth.
Breast cancer: Post menopausal endocrine therapyDr. Sumit KUMAR
Breast cancer in postmenopausal women with hormone receptor-positive (HR+) status is a common and complex condition that necessitates a multifaceted approach to management. HR+ breast cancer means that the cancer cells grow in response to hormones such as estrogen and progesterone. This subtype is prevalent among postmenopausal women and typically exhibits a more indolent course compared to other forms of breast cancer, which allows for a variety of treatment options.
Diagnosis and Staging
The diagnosis of HR+ breast cancer begins with clinical evaluation, imaging, and biopsy. Imaging modalities such as mammography, ultrasound, and MRI help in assessing the extent of the disease. Histopathological examination and immunohistochemical staining of the biopsy sample confirm the diagnosis and hormone receptor status by identifying the presence of estrogen receptors (ER) and progesterone receptors (PR) on the tumor cells.
Staging involves determining the size of the tumor (T), the involvement of regional lymph nodes (N), and the presence of distant metastasis (M). The American Joint Committee on Cancer (AJCC) staging system is commonly used. Accurate staging is critical as it guides treatment decisions.
Treatment Options
Endocrine Therapy
Endocrine therapy is the cornerstone of treatment for HR+ breast cancer in postmenopausal women. The primary goal is to reduce the levels of estrogen or block its effects on cancer cells. Commonly used agents include:
Selective Estrogen Receptor Modulators (SERMs): Tamoxifen is a SERM that binds to estrogen receptors, blocking estrogen from stimulating breast cancer cells. It is effective but may have side effects such as increased risk of endometrial cancer and thromboembolic events.
Aromatase Inhibitors (AIs): These drugs, including anastrozole, letrozole, and exemestane, lower estrogen levels by inhibiting the aromatase enzyme, which converts androgens to estrogen in peripheral tissues. AIs are generally preferred in postmenopausal women due to their efficacy and safety profile compared to tamoxifen.
Selective Estrogen Receptor Downregulators (SERDs): Fulvestrant is a SERD that degrades estrogen receptors and is used in cases where resistance to other endocrine therapies develops.
Combination Therapies
Combining endocrine therapy with other treatments enhances efficacy. Examples include:
Endocrine Therapy with CDK4/6 Inhibitors: Palbociclib, ribociclib, and abemaciclib are CDK4/6 inhibitors that, when combined with endocrine therapy, significantly improve progression-free survival in advanced HR+ breast cancer.
Endocrine Therapy with mTOR Inhibitors: Everolimus, an mTOR inhibitor, can be added to endocrine therapy for patients who have developed resistance to aromatase inhibitors.
Chemotherapy
Chemotherapy is generally reserved for patients with high-risk features, such as large tumor size, high-grade histology, or extensive lymph node involvement. Regimens often include anthracyclines and taxanes.
Summer is a time for fun in the sun, but the heat and humidity can also wreak havoc on your skin. From itchy rashes to unwanted pigmentation, several skin conditions become more prevalent during these warmer months.
The skin is the largest organ and its health plays a vital role among the other sense organs. The skin concerns like acne breakout, psoriasis, or anything similar along the lines, finding a qualified and experienced dermatologist becomes paramount.
Full Handwritten notes of RA by Ayush Kumar M pharm - Al ameen college of pha...
The Satisfied Patient
1. FAIRFIELD COUNTY MEDICAL ASSOCIATION
presents
The Satisfied Patient:
Customer Service Training for Your Staff
Speaker:
Diane Sullivan, Director of Community Relations,
Ludlowe Center for Health & Rehabilitation and
Cambridge Health and Rehabilitation Center
Sponsored by:
2. Mahatma Gandhi…..
“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 by
serving him. He is doing a favor by
giving us an opportunity to do so”
3. Why is Customer Service more important than ever? Traditonal vs New
4. Sites to review to monitor your reputation:
Ratemd.com
Vitals.com
Healthcarereviews.com
Yelp.com
5. Economy and Healthcare
Due to decreased
reimbursement both
from Medicare and
Managed Care there
is a need more than
ever before to provide
quality care which
starts with excellence
in customer service
Don’t let it slip
through your fingers
6. Did you Know ?
A typical business will only
hear from 4% of dissatisfied
customers-96% will just leave
A typical dissatisfied customer
will tell up to 20 people about
his/her experience
It takes 12 positive customer
service experiences to make
up for 1 negative experience
The average business spends
up to 10 times more to attract
new customers than it does to
keep the old ones
7. It’s a Dog’s Life
How patient
satisfaction
impacts the
practices
bottom line
It's A Dog's World.mp4
8. What is Good Customer Service?
Name a time when you experienced good
customer service…
Name a time when you experienced bad
customer service…
9. How would your patients’
describe your practices’
customer service?
If your patients were to
describe the customer
service at your practice,
what would they say???
What would you Like
them to say about your
customer service?
10. Choose Your Own Attitude
What You Put
Out Comes
Back To
You!
11. What is in it for you?
It makes your job more
satisfying-providing good
customer service makes you
feel that you are making a
difference and gives you a
sense of pride in your work
It reduces stress and hassle-
when you deliver quality
service, you are more likely to
be productive and less likely to
be a target of customer
complaints
Demonstrating good customer
service is rewarding! Doing it
right the first time makes
everyone’s job easier
12. Common Elements
of
Good Customer Service
SMILE
Positive Attitude
Warm Courteous
Respectful
Communication
Personalized Service
13. Positive Attitude
SMILE- make patients feel safe and let
them know they are welcome
Eye Contact
Warm
Courteous
Respectful
Stay Engaged
14. Warm, Courteous, Respectful
Communication
Smile
Eye Contact
Say Hello-Always ask “May I help you?”
Refer to Patient by Name
Active Listening
Focus Attention
Respect for Patient Confidentiality
15. Personalized Service
Flexibility in
accommodating the
patient
Respect for the patients
time
(i.e. Can we offer a cup of
coffee, a magazine?)
Acknowledge the wait and
apologize
16. Elements of Poor Customer
Service
Indifferent
Communication
Incompetence
Delayed Responses
Excuses (i.e.. “We’re
short staffed”)
Unwillingness to take
responsibility (i.e.. “Its
not my job”)
18. 100% Quality
If 99% was good enough for Customer Service in America
then…
We’d have one hour every month when our
water was unsafe to drink
There would be five airplane crashes every day
Every week, surgeons would do 500 operations
on the wrong patients
The U.S. Post Office would lose over 16,000
pieces of mail every hour
The IRS would lose 2 million documents every
year
Every minute the phone company would send
1,000 telephone calls to the wrong numbers
19. How can we provide 100%
Customer Service?
Know your job
Be polite and helpful
Have a positive attitude
Show an interest in the patients and their
families
Be excited about your work
Work well as a team
Have a sense of responsibility
Be proud of your practice
20. Understanding the
Generation Differences
Silent Generation (1927 -1945) Loyal, Respect
for Authority, Self Sacrifice & Dedication
Boomers (1946 – 1964) Independent, Goal-
oriented, Question Authority, still working
Generation X (1965 – 1981) What’s in it for
me? Personal relationships over career, self-
reliance, innovative
Millennials (Gen Y) (1982- 2000) Most diverse
generation, instant gratification, most
educated, helicopter parents
21. Telephone Etiquette
A phone call can be
someone’s first
impression of you and the
practice
Identify yourself and ask
how you can help the
caller
Always be courteous,
polite, professional
The tone and pitch of
your voice affects how
the caller perceives your
attitude
22. Telephone Etiquette
If you can’t answer a question, ensure you
will find the correct information and
someone will call them back
Make sure the caller has no more
questions
Summarize your understanding of the call
Politely end the call with “Have a nice day”
23. Telephone Etiquette Pointers…
Smile-it comes through in your voice
Listen-don’t interrupt the caller
Gather the facts and make note of them
Ensure you get contact information as
quickly as possible in case the call is lost
Do Not Talk to someone else while on the
phone, give the caller your full attention
24. Did you Know?
87% of people’s
opinions are formed
based on tone of our
voice while only 13%
of people’s opinions
are based on actual
words
25. Summary of our Customers’ Expectations
IF YOU CARE-IT WILL GROW
CARING
Promptness
Responsiveness
Courtesy
Professionalism
Empathy
Personal Attention
Assurance
Reliability
26. Unhappy Customers
When expectations are
not met, customers
become angry
Don’t place blame on the
customer-avoid saying
things like “That patient is
too demanding”
Don’t make excuses or
complain, look for a
solution. Ask “How would
you see this resolved?”
27. Celebrate Complaints !!!
Many complaints are
misunderstandings
Listen to what they are
saying, without defense
Don’t interrupt, stay calm
People who have their
complaints successfully
resolved are often more
loyal customers after
28. How to respond to a complaint or
concern:
Listen and express
empathy
Try to understand the
situation from their side
Apologize
Find out what the patient
and family want
Usually it is something
simple and easy for us to
do!
Each patient should be
approached as a unique
individual
29. How to respond to a complaint or
concern
Involve your supervisor as appropriate
Offer an alternative
Follow-up
Let them know when you intend to follow up
(& you must do so!!!!!)
30. Nurturing
We all need it
“Positive Strokes”
Or Compliments Are A
Form of Nurturing”
31. Responding To Angry Customers
“Nobody Ever Wins An Argument With A
Customer”- L.L. Bean
“Rule #1 the customer is always right
Rule #2 if the customer is wrong, refer
back to rule #1- Stew Leonard's
32. The Do’s and Don’t’s of Handling
Angry or Difficult Customers
Do:
-Stand about 4’ away, at 45 - Respond, don’t react
degree angle - Keep tone of voice low
-Keep hands open and at and neutral
sides - Acknowledge the positive
-Listen Completely - Accept responsibility
- Ignore tone of voice - Apologize
- Pay attention, keep eye - Empathize
contact
- -Be sensitive to location
33. The Do’s and Don’ts of Handling Angry or
Difficult Customers
Don’t:
-Stand in a confrontational manner
-Use parental finger
-Say “stay calm”
- Make excuses
- Be defensive
- Tell them why they shouldn’t be angry
- Be judgmental or accusatory
- Act indifferent
- TAKE IT PERSONALLY !!!
34. Lunch Bunch….They Talk
but they don’t know who’s listening
One day, group of health care
providers went to the local
diner for lunch. They were
discussing how inappropriate a
residents behavior was. They
went on about how “crazy” she
was and how they hated to
care for her.
Unbeknownst to the “lunch
bunch” the patients daughter
tapped them on the shoulder
from behind and said “that’s
my mother you are talking
about”
35. Patient Confidentiality
Keeping it Private
Imagine you were
patient…
Discuss private issues
out of earshot of other
individuals
36. What are the HIPPA Violations???
Don’t discuss patients
outside of the workplace
All documents must be
shredded and destroyed
when no longer in use
Only provide information
on patients status to
those providing care (i.e..
Pharmacist, lab, medical
durable equipment, home
health agency
37. Successful Employee
Recognition Programs
Celebrating going above and beyond and great customer
service. The following is an outline of our customer
service program for “Ludlowe Loot’:
Earn $100 of Ludlowe Loot- Earn your choice of a $10
gift card from your choice of Stop and Shop, gas card,
Dunkin Donuts, or (10) scratch tickets…your prize your
choice.
Earn $500 of Ludlowe Loot- $75 gift card from your
favorite store and lunch from our famous kitchen for one
week.
38. LUDLOWE LOOT
ONE TEAM ONE GOAL
Thanks for going above and
beyond
We appreciate you
39. Any Questions???
Excellence in
Customer Service
is contagious, pass
it on !!!
40. Thank You For Joining Us
“Your position in
life and what you
do doesn’t matter
as much as how
you do what you
do”
-Elisabeth
Kubler-
Ross
Editor's Notes
Economy and workplace-due to decreased reimbursement only way to make up for lost income is need to see more patients. Need more patients to make up for the short fall.
Show video and ask participants to identify good and bad customer service practice: