Extraordinary Customer Service Transforming Conflict into Cooperation

When you truly serve people, instead of merely doing a job, you connect with them.

Service is not only an offering of time, but also the personal, emotional effort to do what is necessary for the complete healing of the patient.

Program Principles You can only extend extraordinary service to the degree that you are being extraordinary in life. You can only extend extraordinary service to the degree that you are being extraordinary in life. Your true Self wants to connect and contribute - your ego wants to separate and play small Your true Self wants to connect and contribute - your ego wants to separate and play small

Program Principles Our Egos love to dominate, avoid domination & be RIGHT. Transcending this limitation will transform your life, the quality of your communications and your capacity to be of service. Our Egos love to dominate, avoid domination & be RIGHT. Transcending this limitation will transform your life, the quality of your communications and your capacity to be of service. Living a life of extraordinary service requires ongoing practice & support. Living a life of extraordinary service requires ongoing practice & support.

While we have been miraculously connecting electronically over the past 15 years, we have also quietly and unintentionally been disconnecting interpersonally.

Personal disconnection

Our Ordinary Listening & Listening Habits

The habit of interpreting

The Habit of Aggression

The habit of listening to others like noise The habit of listening to others like noise What is the noise Wallys referring to? What is the noise Wallys referring to?

opinions, like, dont like, judge, evaluate, good, bad, opinions, like, dont like, judge, evaluate, good, bad, complaint, argue, complaint, argue, defend, justify defend, justify skeptical, cynical, skeptical, cynical, negative, positive negative, positive it won't last, too good it won't last, too good blame, victim blame, victim personal agenda-what I want personal agenda-what I want feelings feelings Ordinary Listening How do we ordinarily listen?

opinions, like, dont like, judge, evaluate, good, bad, victim opinions, like, dont like, judge, evaluate, good, bad, victim complain, argue, complain, argue, defend, justify defend, justify skeptical, cynical, skeptical, cynical, negative, positive negative, positive it won't last, too good it won't last, too good Blame, victim Blame, victim Personal agenda-I Personal agenda-I Feelings, I want what I want Feelings, I want what I want Personal agenda Personal agenda feelings/wants feelings/wants Truth/believe/pretend/avoid Truth/believe/pretend/avoid Tips/answers/hurry up & get to it Tips/answers/hurry up & get to it Gender/culture/family Gender/culture/family Ordinary Listening

opinions, like, dont like, judge, evaluate, complain, argue, good, bad, victim opinions, like, dont like, judge, evaluate, complain, argue, good, bad, victim Defend, skeptical, cynical, negative, Defend, skeptical, cynical, negative, it won't last, blame, victim it won't last, blame, victim pinions, like, dont like, judge, evaluate, good, bad, victim pinions, like, dont like, judge, evaluate, good, bad, victim complain, argue, complain, argue, defend, justify defend, justify skeptical, cynical, skeptical, cynical, negative, positive negative, positive it won't last, too good it won't last, too good Blame, victim Blame, victim Personal agenda Personal agenda Feelings, wants, expectations Feelings, wants, expectations Truth, believe, pretend, avoid Truth, believe, pretend, avoid Tips, answers, hurry up & get to it Tips, answers, hurry up & get to it Gender, culture, family, political Gender, culture, family, political Meaning, understand, explain Meaning, understand, explain Convince, persuade, sell Convince, persuade, sell How life should be How life should be What I already know What I already know Being Right; dont you know who I think I am?! Being Right; dont you know who I think I am?! More Ordinary Listening

No, I really am listening; Im really am open Opinions/like/dont like/judge/ evaluate/complaints/argue/defend / skeptical/cynical/negative/it wont last Truth/believe it/convince/ persuade Everything has meaning/its personal Tips/answers/hurry up & get to it Gender/culture/family Good/bad Understand/explain How life should be What we already know Opinions/like/dont like/judge/ evaluate/complaints/argue/defend/ skeptical/cynical/negative/it wont last/blame/victim/personal agenda/Good/bad/feelings/wants Truth/believe/pretend/ Tips/answers/hurry up & get to it Gender/culture/family/meaning Understand/explain/convince/ persuade/sell How life should be/should not be What we already know/past Opinions/like/dont like/judge/ evaluate/complaints/argue/defend/ skeptical/cynical/negative/it wont last/blame/victim/personal agenda/Good/bad/feelings/wants Truth/believe/pretend/ Tips/answers/hurry up & get to it Gender/culture/family/meaning Understand/explain/convince/ persuade/sell How life should be/should not be What we already know/past

What flavor are you? Im a should Im a should Im a know it all Im a know it all Im a hurry up & get to it Im a hurry up & get to it Im a whats wrong with them Im a whats wrong with them Im a Its not me, its them; victim Im a Its not me, its them; victim Im a nice person (but if thoughts could kill there would be dead people around you!) Im a nice person (but if thoughts could kill there would be dead people around you!)

Being aware of our ordinary listening is a necessary step to bringing forth extraordinary communication & service

Practices Take what you get & transform it. Listen like a peacock. When people complain (including you) listen for the commitments behind the complaints. Work on addressing the concerns in the background. Bring Compassion: Listen as if what they are saying is either something you have said, could say, or imagine yourself saying.

Practices Be willing to give up being right (for being extraordinary- even when you know you are right!) Practice being generous with your listening, work on expanding your capacity to be present Be a role model for your children, spouse, and the people you care about most- practice everywhere!

Speech Habits The way we speak has an impact on our performance and the quality of our relationships. The way we speak can enhance or diminish our performance and our experience at work and in life!

Speech Habits What are some of your speech habits? How do your speech habits impact others? What is the impact on you?

Because language does not mimic the world you can do things with it that are impossible under the laws of physics. You can create. Destroy. Rearrange. Shove words around however you like. You can make up stories about things that never happened to people who never existed. The First Word, The Search for the Origins of Language Christine Kenneally

The creation of the net was an awesome leap in technological evolution. Yet for all it offers, it is the merest shadow of something much larger and much older. Language is the real information highway, the first virtual world. Language is the worldwide web, and everyone is logged on. Language is the real information highway, the first virtual world. Language is the worldwide web, and everyone is logged on. The First Word, The Search for the Origins of Language Christine Kenneally

Your declaration of service Create a statement (accountability) that expresses your commitment to service. See if you get your SELF expressed in the statement. When you do it will light you up!

I see each and every customer as an extension of myself…I promise to be extraordinary because I said so! I give up now and forever the right to complain about work. I choose my job completely! My life is fully reflected in everything I do. You can count on me to be work on being self aware, and wow my customers with extraordinary service!

Applying the principles & tools Practice by being aware of your ordinary listening; listen for cooperation, connection and fulfillment. Practice speaking from your newly created declaration to extraordinary service

Role Play #1 Get a partner Get a partner Pick an A and a B Pick an A and a B Role Play & Practice 1 Role Play & Practice 1 As – you are the impatient patient As – you are the impatient patient Bs – you are the staff member. Your job is to resist and say everything and anything that comes to mind. DONT Hold back! Bs – you are the staff member. Your job is to resist and say everything and anything that comes to mind. DONT Hold back! Now Switch Roles Now Switch Roles Role Play & Practice 2 Role Play & Practice 2

Role Play #2 Get a partner Get a partner Pick an A and a B Pick an A and a B Role Play & Practice 1 Role Play & Practice 1 As – you are the impatient patient As – you are the impatient patient Bs – you are the staff member. Your job is to listen from extraordinary service & respond from the declaration youve created for your self Bs – you are the staff member. Your job is to listen from extraordinary service & respond from the declaration youve created for your self Now Switch Roles Now Switch Roles Role Play & Practice 2 Role Play & Practice 2

Defining Service Expectations Acknowledge patients immediately with eye contact & a smile Acknowledge patients immediately with eye contact & a smile Let patients know of expected delays, keep them informed of status Let patients know of expected delays, keep them informed of status Use patients last name until you feel it is appropriate to use first Use patients last name until you feel it is appropriate to use first Use laypersons language whenever possible Use laypersons language whenever possible Be an active listener (listen for their concerns) Help patients find their way around the facility Give clear directions and answer all questions with patience and professional concern Reassure anxious patients; ask what you can do to make things easier Say thank you

Techniques Ease of making appointments Ease of making appointments call your office anonymously at different times & on different days How many buttons need to be pushed before getting a live person? How many buttons need to be pushed before getting a live person? What questions does the scheduler ask before making the appointment? What questions does the scheduler ask before making the appointment?

Check-in Use technology to improve the process with Self registration Kiosks For Patients who balk at having to give their information say: Youre still at…? Youre still with xyz insurance? Post a sign: We ask because we care! Identify new patients so that every member of the staff can welcome the new patient

Paperclip attached to each new patient chart Paperclip attached to each new patient chart Im a new patient at South Texas Regional Medical Im a new patient at Sagauro Physicians

Waiting Time Check scheduling: new patients & complete physicals are steered toward afternoon Check scheduling: new patients & complete physicals are steered toward afternoon More time allowed for elderly patients More time allowed for elderly patients Provide cookbooks & 3x5 cards with your logo Provide cookbooks & 3x5 cards with your logo Provide coupons for snacks nearby Provide coupons for snacks nearby Provide pagers to caregivers who are waiting for patients undergoing minor procedures; cataracts, colonoscopies Provide pagers to caregivers who are waiting for patients undergoing minor procedures; cataracts, colonoscopies

Waiting Time Have a table with a jigsaw puzzle Have a table with a jigsaw puzzle Provide stationary for patients to write letters; offer to stamp & mail Provide stationary for patients to write letters; offer to stamp & mail Post this sign: Post this sign: Thank you for your patience. Dr. ____ will soon be providing you the same level of personal and professional care he is presently providing to another patient.

Exam Room Provide up to date magazines. Hang a bulletin board with pictures & thanks you letters Provide up to date magazines. Hang a bulletin board with pictures & thanks you letters Provide shawls in exam rooms for OB/GYN patients Provide shawls in exam rooms for OB/GYN patients Provide status report every 5-7 minutes Provide status report every 5-7 minutes Nurses & receptionists need to work as a team; patient should have the option to reschedule if necessary Nurses & receptionists need to work as a team; patient should have the option to reschedule if necessary

Courtesy & Friendliness tips Place a mirror where you can see yourself when youre on the phone; smile! Place a mirror where you can see yourself when youre on the phone; smile! Ask physicians to enter through the front at least twice a week Ask physicians to enter through the front at least twice a week Hold a hallway huddle with nurses & medical assistants: room patients with care, say good bye when patients leave Hold a hallway huddle with nurses & medical assistants: room patients with care, say good bye when patients leave

Explanation of Procedures Speak to be understood. Offer to provide videos and/or audio media that explains patients condition(s) Speak to be understood. Offer to provide videos and/or audio media that explains patients condition(s) Refer to web for more information Refer to web for more information Treat the patient as a partner in the decision making process. Use 3 dimensional models to explain the diagnosis when appropriate. Treat the patient as a partner in the decision making process. Use 3 dimensional models to explain the diagnosis when appropriate.

Who or what happened Emotional response What you said and/or what they said What I was being right about and making them wrong for What I really would like to have happened is…What I will create next time is… My client told me that I could have been more professional with my paperwork My feelings were hurt, I got angry & defensive Me: Well maybe we shouldnt work together Jeff: well, I just think it could have been more professional The way I work is fine. He didnt appreciate the work I put into the program. Hes new, hes pushy, hes wrong! In the future I will be more open to correction Called my girlfriend, she didnt listen as I expected she would Anger, frustration, withdrawal, felt a little hopeless Me: Youre not listening to me! Her: call me when you calm down! She should have listened to me, she didnt respond like I expected Im sorry, I really need you to listen. I will be more responsible for my anger Tool Extraordinary Communication Worksheet

Thank you for everything you do…