The wow factor in patient care - insights by Prof. R. Chandrasekhar. Know how to WOW your customers...!

1. Formerly Director S.P.Jain Centre of Management
U.A.E/Singapore/Canada/Australia
Prof. R.Chandrasekhar.
M.B.A., LL.B., M.A., F.A.M., M.Phil.,
Ph.D.,
Currently
Dean- Management Studies
Kalasalingam University

3. about this
Day
26th
of January 2018

4. awareness
assessment
action

5. It is an expression
of your authentic
interest in the
person who seeks
your services, not
just in the
transaction.

6. 1. Courtesy

7. 2. Focus on the very first
Customer Experience

8. 3. Get your response time
down

10. 4. Refund money at all times if asked
– and suggest to refund if it isn’t

11. 5. Always offer a solution

12. Do something
unexpected
6. Do something unexpected

13. Seamless Service
7. Seamless
Service

14. 8. Pro-active
Service

15. 9.
Resourcefulness
finding solutions when there appear to be none

16. Customer Delight Management

17. Patient
/Customer ???

18. Internal Customer Centricity

19. What is customer centric mindset?
WIF-C
And you have no
bonding at all….
And still why?

21. Teach the ‘internal customers’ the purpose
and not the functions only
Money Time
Words

22. we’re all ears – we need your feedback
Managing Performance is a year round
process
But, we tend to really notice it when
Performance Appraisals are due.
So, let’s learn how to write good appraisals
and build good performance management
techniques into our management style.

23. chandramenon@ymail.com
deanmgt@gmail.com
94422 26036/ 96113 11136
Many thanksMany thanks

24. time for a break….