LPC Warehouse Management System For Clients In The Business Sector
Group Wide Service Excellence Mar 2022.pptx
1. 1
ALL STAFF MEMBERS MUST
COMPLETE A QUESTIONNAIRE BEFORE
COMMENCEMENT OF THE
PRESENTATION AND MUST COMPLETE
ANOTHER ONE AT THE END BEFORE
LEAVING THE CONFERENCE ROOM
3. • What is Service?
• Key Elements of Quality Service
• Key Skills Needed
• The Key Is Communication
• Steps to Resolve Service
Breakdown
WHAT THIS SESSION WILL
COVER
4. • Customers in a restaurant?
• Guests in a hotel?
• Client in a transaction
WHAT IS SERVICE?
WHAT
DO
THEY
WANT?
CUSTOMERS WANT MORE THAN
JUST THE PRODUCT OR
SERVICE THAT IS OFFERED –
THEY ALSO WANTED TO BE
TREATED WELL
6. SERVICE IS INTANGIBLE
WHAT
DO
THEY
WANT?
EXAMPLES OF
SERVICE
EXCELLENCE
INTANGIBLES
• Satisfaction
• Attentiveness
• Flow
• Helpfulness
• Sensitivity
• Tone
• Attitude
• Knowledge
• Understanding
• Tact
• Guidance
7. TWO DIMENSIONS OF SERVICE
SERVICE
PROCEDURAL DIMENSION
Consists of the established
systems and procedures to
deliver our services
PERSONAL DIMENSION
How we (using our
attitudes, behaviours and
verbal skills) interact with
our customers
8. TWO DIMENSIONS OF SERVICE
PERSONAL
SERVICE
PROCEDURAL
SERVICE
BAD
GOOD
GOOD
BAD
9. AND GETTING IT RIGHT ONCE
ISN’T ENOUGH
SERVICE EXCELLENCE
Every point in the process of customer service contains a degree of
potential dissatisfaction. We must ensure that in everything we do
we eliminate this potential dissatisfaction
10. GETTING IT RIGHT ONCE ISN’T ENOUGH
SERVICE EXCELLENCE
Every point in the process of customer care contains a degree of potential dissatisfaction.
We must ensure that in everything we do we eliminate this potential dissatisfaction
CAR
PARK
FRONT
DESK
VITALS /
OPD
GP /
DOCTOR
PHLEB /
LAB
PURPLE
RAY
PHARM-
ACY
BILLING
EXIT
12. 5 ELEMENTS OF QUALITY
SERVICE
Empathy Responsive
Reliability Assurance Tangible
13. RELIABILITY
Empathy Responsive
Reliability Assurance Tangible
THE ABILITY
TO PROVIDE
WHAT WAS
PROMISED...
DEPENDABLY
AND
ACCURATELY
ACTION STRATEGY:
1. Make sure you correctly identify customer needs
2. Promise only what you can deliver
3. Follow up to ensure the service was received as
promised
14. ASSURANCE
Empathy Responsive
Reliability Assurance Tangible
KNOWLEDGE
AND
COURTESY
OF STAFF &
THEIR
ABILITY TO
CONVEY
TRUST AND
CONFIDENCE
ACTION STRATEGY:
1. Take the time to serve customers one at a time
2. Use positive communication techniques
3. Describe services accurately
4. COMMUNICATE COMMUNICATE COMMUNICATE
15. TANGIBLE
Empathy Responsive
Reliability Assurance Tangible
THE
PHYSICAL
FACILITIES
THE
EQUIPMENT
THE
APPEARANCE
OF
PERSONNEL ACTION STRATEGY:
1. Maintain workspaces in a neat, orderly manner
2. Dress professionally (dress code, ID badges etc)
3. Maintain excellent grooming and hygiene standards
16. EMPATHY
Empathy Responsive
Reliability Assurance Tangible
THE DEGREE
OF CARING
AND
INDIVIDUAL
ATTENTION
PROVIDED
TO
CUSTOMERS
ACTION STRATEGY:
1. Listen for emotions in your customers messages
2. Put yourself in their place and respond compassionately
3. Address their needs and concerns
17. RESPONSIVENESS
Empathy Responsive
Reliability Assurance Tangible
THE
WILLINGNESS
TO HELP
CUSTOMERS
AND PROVIDE
PROMPT
SERVICES
ACTION STRATEGY:
1. Project a positive can-do attitude
2. Take immediate steps to help customers
3. And satisfy their needs
22. WHAT YOU SHOULD KNOW
KNOW YOUR
ORGANISATION
KNOW YOUR PRODUCTS /
SERVICES
KNOW YOUR CUSTOMERS
SERVICE
WINNER
23. KNOW YOUR ORGANISATION
• Reddington Vision &
Mission
• Organisational Culture
• Service Excellence Model
• Consultants
• Complaints and Escalation
Process
24. KNOW YOUR PRODUCTS /
SERVICES
• Services offered
• Other facilities
• How to access services
• Clinic times
• Consultants
• Continuous Improvement
Services
28. EXCELLENT VERBAL
COMMUNICATION
• Ask positively phrased questions
• Communicate to your customer’s style
• Look for opportunities to agree
• Use simple language
• Encourage feedback and participation
29. EXCELLENT VERBAL
COMMUNICATION
COMMUNICATING
POSITIVELY
WORDS AND PHRASES THAT
BUILD RELATIONSHIP
• Please
• Thank you
• I can or I will
• How may I help?
• I understand how you feel?
• May I…..
• Could I please ask you to…..
• Let me see what I can do for
you
30. “JUST WAIT” or “SIT DOWN” or
even “TAKE A SEAT SIR/MA”
EXCELLENT VERBAL
COMMUNICATION
COMMUNICATING
POSITIVELY
“COULD I ASK YOU TO
PLEASE…………. AND I WILL
………………………………….
NOT
YOU CANNOT GET THIS WRONG!!
38. CHARACTERISTICS OF A
GOOD LISTENER
1.Empathy
2.Understanding
3.Patience
4.Attentiveness
5.Objectivity
39. • Stop Talking!
• Listen Actively
• Show Willingness to Listen
• Show Empathy
• Send positive non verbal cues
• Don’t Argue
• Ask questions
STRATEGIES FOR
IMPROVED LISTENING
40. DEALING ASSERTIVELY
WITH CUSTOMERS
• Look customers in the eyes as you speak
• Grasp hand firmly without crushing
• Think, plan, speak a specific question
• Stop, gather thoughts, speak
• Apologise if you make a mistake
• Increase volume, sound firm and
convincing
• Take responsibility, resolve the problem
42. ADDRESSING CUSTOMER
NEEDS
To Feel Welcome To Feel Appreciated
To Be Understood To Feel Important
To Feel Comfortable To Be Respected
WHAT DO
OUR
CUSTOMERS
WANT
45. Reddington Hospital Service
Excellence Communication Model
RHG Service Excellence has at its core, a
communication system entitled SALUTE
Salutation
Appreciate
Listen
Understand
Tend
Encourage
46. Salutation
• Make eye contact
• Smile
• Introduce self with friendly attitude (sincere
and confident)
• Engage the Customer (call them by name,
speak to the customers level)
• Professional Dress
Reddington Hospital Service
Excellence Communication Model
47. Appreciate
• Thank them for choosing Reddington / Facility
• Give your undivided attention & show
empathy
• Be respectful and acknowledge their opinions
• Personalize their needs
• Ask open-ended questions
• Use positive body language
Reddington Hospital Service
Excellence Communication Model
48. Listen
• Actively listen (do not assume)
• Focus on the person (be there for them!)–do
not allow distractions
• Observe and be mindful of the customer’s
body language
• Keep a non-defensive attitude
• Clarify the conversation
• Listen to how they “feel” (i.e., words, and
tone of voice)
Reddington Hospital Service
Excellence Communication Model
49. Understand
• Maintain eye contact with the customer
• Use positive non-verbal cues
• Summarise the customer’s request /
issue to demonstrate understanding
Reddington Hospital Service
Excellence Communication Model
50. Tend
• Satisfy their wants and needs
• Involve them in the process
• Take them to the location they seek
• Be willing to go beyond your job description
• Give them more than they ask for!
• Follow up and keep your word
Reddington Hospital Service
Excellence Communication Model
51. Encourage
• Ask them if there is anything else you can do
for them
• Thank them for using Reddington Hospital
(or facility name)
• Make them feel appreciated!
• Leave them with a great feeling.
• Follow up after their departure from the
hospital to check for further possible
assistance
• Proactively encourage feedback
Reddington Hospital Service
Excellence Communication Model
54. ROADBLOCK TO SERVICE
RECOVERY
• Not listening
• Lack of respect
• Inadequate materials or supporting
equipment
• Poor or inadequate communication
• Lack of training
• Work conflict
55. DEALING WITH DIFFICULT
PEOPLE
• Don’t take it personally
• Remain calm, listen carefully
• Focus on the problem, not on the person
• Reward yourself for turning a difficult
customer into a happy one
• When all else fails, ask for help
56. KEY MESSAGES
• Service Excellence is owned by ALL
• Getting it Right Once is NOT enough
• The Two Dimensions of Service
• Know – Organisation, Service, Customers
• Remember Excellent Communication
Skills
• Customer Focussed Behaviour to Address
Customer Needs
• SALUTE
• Take Action to Resolve Service Breakdown
• LET’s DO IT!
WHY ARE WE DOING THIS / WHY ARE YOU HERE?
Service excellence is the key differentiator between us and our competitors
Service excellence is one of our values so if you think service excellence is NOT your job, you’re wrong it is.
Customer satisfaction is low and we are all implicated
Generally the quality of service excellence is a long way short of expectations
Some of you here will think you’re very good and a small percentage of those people will actually be good, ok , need development or a long way short of expectations.
The way we deal with customers is now being elevated in performance and everyone will go through one or more of the five service programmes developed
NOT JUST A MEAL
A BED
A SETTLEMENT
AND THAT MEANS WE HAVE TO CONSIDER WHAT WE CALL THE
INTANGIBLES
ADVANCE
CUSTOMERS WANT….
SATISFACTION – TO BE DEALT WITH THEIR SATISFACTION
ATTENTIVENESS – WANT TO FEEL WE ARE PAYING CLOSE ATTENTION TO THEIR WISHES
FLOW – THEY WANT TO FEEL WE ARE HELPING THROUGH THEIR RH JOURNEY
HELPFULNESS – AND WE ARE WALKING BESIDE THEM, PREPARED TO ASSIST THEM
SENSITIVITY – KIND, CARING AND ABLE TO PICK UP ON THEIR FEELINGS
TONE – THAT WE COMMUNICATE TO/WITH THEM IN A CLEAR, UNDERSTANDABLE WAY
ATTITUDE – PROFESSIONAL, CARING AND CONCERNED
20
Our Mission
To deliver a comprehensive, first-world medical service exceeding all expectations of our valued patients
Our Vision
To be Nigeria’s most advanced independent tertiary hospital working to the highest standards of technology and care
7 C’s of Communication
The 7 C’s of Communication is a checklist to improve the professional communication skills and increases the chance that the message will be understood in the exact way as it was intended.
Clear: The message should be clear and easily understandable to the recipient. The message should emphasize on a single goal at a time and shall not cover several ideas in a single sentence.
Correct: The message should be correct, i.e. a correct language
Complete: The message must include all relevant information required by the intended audience. Gives answers to all the receivers questions - helps in better decision-making by the recipient.
Concrete: The message should leave no room for misinterpretation. All the facts and figures should be clearly mentioned in a message so as to substantiate to whatever the sender is saying.
Concise: The message should be precise and to the point. Try to convey the subject matter in the least possible words. The brief message is more comprehensive and helps in attention.
Consideration: Take into consideration the receiver’s opinions, knowledge, mindset, background, etc. in order to have an effective communication. In order to communicate, the sender must relate to the target recipient and be involved.
Courteous: It implies that the sender must take into consideration the feelings and viewpoints of the receiver and must show respect for the recipient.
EMPATHY – UNDIVIDED ATTENTION, SHOW YOU ARE LISTENING, REFLECT
UNDERTSANDING – PARAPHRASE
PATIENCE – DON’T HURRY THE PATIENT, GIVE THEM THE TIME TO SPEAK
ATTENTIVENESS - WANT TO FEEL WE ARE PAYING CLOSE ATTENTION TO THEIR WISHES
OBJECTIVITY = SOMEONE WHO LISTENS OBJECTIVELY FOCUSES ENTIRELY ON THE OTHER PERSON WHO IS SPEAKING
The RHG Service Excellence values and goal are underpinned by a continuous service excellence programme which has at its core, a communication system entitled GVALHI, which stands for:
55
WHY ARE WE DOING THIS / WHY ARE YOU HERE?
Service excellence is the key differentiator between us and our competitors
Service excellence is one of our values so if you think service excellence is NOT your job, you’re wrong it is.
Customer satisfaction is low and we are all implicated
Generally the quality of service excellence is a long way short of expectations
Some of you here will think you’re very good and a small percentage of those people will actually be good, ok , need development or a long way short of expectations.
The way we deal with customers is now being elevated in performance and everyone will go through one or more of the five service programmes developed
