Presentation on theme: "11/2011 The Customer Connection Customer Service Training Making a Difference….Every Day People Taking Care of People... Together we can do anything."— Presentation transcript:
11/2011 The Customer Connection Customer Service Training Making a Difference….Every Day People Taking Care of People... Together we can do anything
11/2011 Learner Objectives Review customer service expectations Define the customer Identify opportunities & ways to connect with the customer Define the FISH! Philosophy Describe the Grievance process
11/2011 The achievements of an organization are the results of the combined efforts of each individual ---Vince Lombardi
11/2011 What is an Excellent Interaction? Whenever you see or talk with a customer, you can make the choice to have an excellent interaction
11/2011 Excellent Interactions Connect with the customer Offer a warm, sincere greeting & interaction Ask how you can assist Be aware of non-verbal cues Respond to requests Offer timely and appropriate solutions Evaluate satisfaction Confirm needs are met
11/2011 Who is Your Customer? Residents Families Fellow Staff Members Community –Visitors –Volunteers –Physicians –Surveyors –Vendors
11/2011 What do we know? Residents deserve: –Warm, sincere interactions with staff –Choices in daily routines –Safe, clean environment –Competent staff –Good food –Privacy
11/2011 What do we know? Families deserve: –Warm, sincere interactions with staff –Safe, clean environment –Competent staff –Prompt updates and information –Good food
11/2011 What do we know? Facility Staff deserve -Consistent treatment of all staff -Effective communication with supervisor -Recognition -Opportunity to provide input -Quality & productivity standards -Satisfaction with manager/leader
11/2011 What do we know? Community members deserve –Visitors Safe, clean environment Welcoming atmosphere –Volunteers Clear expectations Recognitions
11/2011 What do we know? Community deserves: –Physician Organized, competent staff Confidence in orders being followed Communication –Surveyors Confidence that facility is providing quality care and services
11/2011 What do we know? Community deserves –Vendors Clear direction on how to meet your needs Timely payment Consistent communication on service delivery Information updated timely for them to perform services
11/2011 Making the Connection Connecting to our customers through: –First impressions & beyond –Communication Warm, sincere interactions Active listening –Follow through –Consistency of message & actions What can your customer expect from you?
11/2011 Impact of a Quality Connection We are charged with providing care & services to a vulnerable population We provide an important service to the community We form the base relationship between our role as a service provider and our customer We know the success of a service industry business rests on the foundation of relationships
11/2011 Know Yourself How do you like to communicate with others? How do you let others know what you need? Are you a good listener? Do you choose your attitude?
11/2011 First Impressions What does your appearance say? –Professional –Neat & Clean –Attention to detail –Confident –Respect your customers environment by dressing appropriately –Dress standards apply to all
11/2011 First Impressions What do your actions say? –Response to call lights –Do you stop to visit with others when a task is not involved? –Willingness to pitch in and help others –Use of gentle touch Can you think of others?
11/2011 First Impressions What does the facility’s appearance say? –Landscaping clean & neat, no overgrowth –Sidewalks, parking lot in good repair –Parking spaces close to door for visitors –Painted, clean walls –Windows and glass doors clean –No odor, clean smelling –Warm, welcoming lighting
11/2011 First Impressions New Admissions –Welcome Team prepares for and greets newly admitted residents and their families. –Room prepared & welcoming –Assigned team member to greet and assist in settling in –Consistent process for all new admissions
11/2011 First Impressions Facility –Consistent place/process to find information –Residents engaged in meaningful activities, minimal hall traffic –Staff appearance professional. Clean & neat attire. Hair and nails well groomed. Name tags visible –Staff pleasant, engaged, smiling
11/2011 Ongoing Impressions Review facility plan to welcome evening & weekend visitors –Open doors –Available, assigned staff to greet / provide tours / answer questions –Evaluate if receptionist hours meet busy customer visit times
11/2011 Communication Connection Warm & sincere interactions Verbal communication Non-verbal communication Telephone etiquette Email etiquette Empathy
11/2011 Warm & Sincere Interactions Introduce yourself Make eye contact Actively listen Smile Listen fully, don’t interrupt or make assumptions Focus Be present
11/2011 Verbal Communication Adjust the way you speak to your customer based on: –Hearing –Standing or sitting Choose a positive, can-do attitude Speak with confidence
11/2011 Non-Verbal Communication Eye contact Posture Come to the physical level of the customer, as able Avoid fidgeting, tapping Stop what you are doing and focus Use gentle touch when transferring, turning & repositioning
11/2011 Can We Talk? Phone Impressions are First Impressions –Answer promptly by 2-3 rings –Smile, this translates into a positive impression –Offer a pleasant greeting along with your name –Be enthusiastic –Press “hold” before putting the phone down –Pay attention to how long a caller is on hold –Review “hold” music / message Complete the “Connecting with Your Caller” Activity
11/2011 Email Etiquette Check regularly Pay attention to information shared. Pay special focus to information from forwarded emails. Pay attention to whom you are sending the email Respond promptly Pay attention to language, capitalization
11/2011 Barriers to Making the Connection Internal –Personal thoughts distract from being present –Controllable External –Noise, distraction in environment –Control may be limited
11/2011 Making the Connection Take the time to know residents & families –Be available –Know what is important to them & strive to provide Take the time to know staff –Greet by name –Know what is important to them & strive to provide
11/2011 Focus on Effective Listening 1.Put everything else aside 2.Help customer feel comfortable & relaxed 3.Make eye contact 4.Take notes if needed 5.Repeat what was said, make sure you understand correctly
11/2011 Thoughts on Empathy Empathy means identifying & understanding the thoughts or feelings of another. Sympathy is a feeling or expression of sorrow for another’s distress or loss
11/2011 Thoughts on Empathy Empathy helps in communicating your acceptance of the customer’s point of view, even if you don’t agree.
11/2011 Empathetic Responses I can understand that you are upset I hear what you are saying I can understand why you might believe that Empathy is a critical factor in providing quality customer service.
11/2011 Keeping the Connection Follow Through Consistent communication and actions Utilize the “Excellent Interactions” approach—CARE Taking the time to really connect with your customer creates strong relationships, satisfied customers and business success
11/2011 The FISH! Philosophy! -“We cannot control what happens to us, but we do have a choice about how we respond.” -”Laugh longer, live louder!” -“When you make someone’s day, you can turn even routine encounters into special memories.” -“Being present in your work day allows you to actively participate and take a defining role within your team.”
11/2011 Taken from the strategies of the world famous Pike Place Fish Market in Seattle, the Fish philosophy is a proven method of bringing energy and a positive attitude into the workplace. The four key components of the Fish philosophy are: Choose your attitude Make their day Play Be present Your responsibility is to find out how to PRAISE those in your building… ASK how to FISH !
11/2011 How many small things in life make all the difference? A few encouraging words can inspire confidence. Inches further can make the game winning play. Paying attention to the details makes a significant difference at work and in life. When you choose to be present, you’re choosing to make the most of the details around you. You’re more likely to assess situations accurately, encourage your team, avoid unnecessary challenges and accomplish your goals! Live a present life and you’ll always be ready to turn the small details into the big picture. “Being present in your work day allows you to actively participate and take a defining role within your team.” Be Present
11/2011 Make their day! Have you ever experienced an unexpected act of kindness from a stranger? How about laughing so hard with a friend or co-worker that your ribs actually hurt? What about catching a home run at a baseball game and handing the ball to the kid next to you? These are all examples of “making someone’s day.” Whether it be through a kind act, a simple smile, a well-timed joke or some other method, this key component connects us with one simple gesture. What will you do to make someone’s day?
11/2011 “Laugh longer, live louder!” Play! When you sit down at a store and a child across from you is making funny faces and smiling at you, how do you respond? Do you ignore him and go about your business, or do you make funny faces back and enjoy a playful moment? As we get older, life becomes more serious and we tend to forget how important it is to laugh. But, when we laugh, we live. Learn to enjoy the little games that your friends (or strange children) play with you and enjoy the moment. Do that at work, and you’ll be amazed at the positive energy that begins to surround you.
11/2011 Choose your attitude Your own actions are the only thing you can control in life. Will you be a happy person, or a bitter, negative one who always complains about the things that happen to them? Will you spread joy and laughter to those around you? Will you choose not to let challenges bring you down? Bring that joy, happiness and positive attitude to work with you every day, and you’ll notice the days are brighter, the sun is warmer and life truly is a blessing.
11/2011 But what if there is a problem? A Grievance form must be filled out if there is any complaint or concern expressed by a resident, family member, or visitor. Every employee has the responsibility to get one started. Ask where your forms are kept, you begin it… The Administrator will end it!
11/2011 What is a Grievance? “A grievance is a concern or complaint that is unable to be immediately resolved and requires further investigation and action by facility leadership to achieve resolution”. -Administrative Manual Patient/ Resident Grievance Process 7.3.2
11/2011 The Grievance Process Residents/Patients have a right to voice grievances and assure the facility is actively seeking a resolution. The facility Grievance Program monitors resident/patient grievances and complaints, facility actions and resolution. It may be initiated by any staff member upon identification of the grievance or complaint.
11/2011 What to do if there is a Grievance Encourage resident/patient and/or family/responsible party to communicate needs and/or concerns immediately. Document grievances on the Grievance/ Complaint Report –Assist those residents who cannot complete a written grievance form without assistance
11/2011 What next? Grievances are reviewed by the Facility Administrator and the team at the Daily Operations Meeting to identify any issues or concerns expressed by the resident/patient and/or family/responsible party. Initial grievance follow up by the designated individual will occur within 72 hours. The concerns will be followed up until satisfactory resolution occurs.
11/2011 Learner Objectives Reviewed! Can you… State customer service expectations Define the customer Identify opportunities & ways to connect with the customer Define the FISH! Philosophy Describe the Grievance process
11/2011 Remember: Great Customer Service is the key to satisfied resident, patients, families, and team mates! Choose our attitude, Make someone’s day, Have fun at work, and Be present!
11/2011 Congratulations! You have completed this session on Customer Service Thank you Questions?