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 Make sure everyone has a laminated copy of the “Commitment to Excellence” & “Excellent Interactions card. Take a minute to review the card with the staff. Remind them of the focus of the commitment, who the core customer groups are that we interact with daily and what it means to have an “Excellent Interaction” 11/2011

The achievements of an organization are the results of the combined efforts of each individual ---Vince Lombardi Connecting with a customer occurs individually and as a team. When staff are clear and focused and know what is expected of them, with each interaction, the opportunity for consistent, high quality interactions with our customers increases greatly. We’ll focus today on what each of us can do individually and as part of the team to meet our customer’s needs. 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 Laminated cards with the “Excellent Interactions” and “Commitment to Excellent” statement are available and expected to be provided to each employee. Interesting note: 93% of communication is non-verbal. Module 1 training will focus on “C”: The Customer Connection Modules 2: “The Awesome Assist” Module 3: “The Response Reaction” Module 4: “Evaluating to Excellence” 11/2011

Who is Your Customer? Residents Families Fellow Staff Members Community Visitors Volunteers Physicians Surveyors Vendors Ask group to describe who they come in contact with daily. Are there others you would define as customers? 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 Research demonstrates that residents are satisfied with their experience and care, when they experience these things. 11/2011

What do we know? Families deserve: Warm, sincere interactions with staff Safe, clean environment Competent staff Prompt updates and information Good food Research shows us that families want this kind of service and care for their loved ones. 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 Research and experience tells us that staff want: Consistent treatment communication with their supervisor Recognition The opportunity to have input Equipment, products and procedures that meet quality standards Satisfaction with their manager/leader Can you think of others? 11/2011

What do we know? Community members deserve Visitors Volunteers Safe, clean environment Welcoming atmosphere Volunteers Clear expectations Recognitions Visitors want to experience a safe, clean environment and a welcoming atmosphere. Volunteers need clear expectations and recognition 11/2011

What do we know? Community deserves: Physician Surveyors Organized, competent staff Confidence in orders being followed Communication Surveyors Confidence that facility is providing quality care and services Doctors want to know that our staff is organized and competent. They want confidence that their orders are being followed and they are receiving timely communication about their residents condition. We know that surveyors want confidence that the facility is providing quality care and services to their residents. 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 We know from experience that vendors want to be satisfied. We need to be able to have a good relationship with our vendors in order for us to be successful. 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? The focus of this module is on the “C” in CARE. Making a good connection with your customer establishes what your customer can expect from you. This becomes the basis of a good customer relationship. Encourage the group to discuss the question. What can they 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 Remember: Our business is providing quality care to people who need our services. We interact with people at a very vulnerable time in their life. The success of our business rests on the foundation of relationships that we have established 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? In order to Connect with your Customer, you need to be able to know yourself. Understanding yourself is critical to understanding how you will connect with others. Do you like to communicate verbally? Write notes? Send emails? Talk on the phone? Are you comfortable with talking with people one-on-one? Do you choose your attitude? The attitude you have right now is the one you are choosing. Is it the one you want? 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 Does your facility have established dress standards? Are you comfortable with them? Are your customers comfortable with them? It’s important to be sensitive to customer’s expectations of how we dress and what they are comfortable with. What does your appearance say about you to your residents? To your fellow worker’s? Are you dressed appropriately, ready to help and pitch in if need be? This may be a good opportunity for EDs to re-visit their dress codes. Make sure to focus on uniformed as well as non-uniformed employees. 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? Actions often speak louder than words. Check in with your customers. Stop and talk. Pitch in and help. Be visible, know each other. Focus on being present and attentive when you communicate. Pay attention to recognizing and knowing staff members. Do you pay attention to birthdays? Anniversaries? Family & children events? 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 Challenge facility staff to identify 3 things they can do to improve the appearance of their facility by the time the RVP comes to visit next. Offer recognition for a job well done and then give the challenge again! 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 Discuss how new admissions are welcomed into the facility. Who is responsible for preparing the resident’s room? How do you make new residents and families feel welcome? (ex: fresh flowers, welcome cards w/facility team contact information, teddy bears) Who is responsible for welcoming them? (answer: everyone!) Is the same process consistent regardless of what day or what time a new admission arrives? Discuss with group how to make this process better. Suggestion: Ask facility team to submit ideas on improving the welcoming process. Winning ideas will win a prize! 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 How would you feel about a facility that doesn’t pay attention to detail? Would you admit your loved one? How can a facility team create an inviting place for residents and families? 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 Some facilities close all entrances except one after a certain time each day. Is this meeting your customer’s needs? Review your plan for who will greet visitors after hours and weekends to assist them and/or provide a tour 11/2011

Communication Connection Warm & sincere interactions Verbal communication Non-verbal communication Telephone etiquette Email etiquette Empathy Do you stop and listen? Really? People communicate 7% verbally and 93% non-verbally Choose your attitude—the attitude you have right now it he one you are choosing. Is it the one you want? Do you cut others off? Do you assume you know what they are needing? 11/2011

Warm & Sincere Interactions Introduce yourself Make eye contact Actively listen Smile Listen fully, don’t interrupt or make assumptions Focus Be present Humans respond to warm and sincere interactions. We know when someone is not being sincere. What does a sincere interaction look like? Practice with each other. Turn to your neighbor, extend a greeting and find out one good thing that has happened to them so far today. Listen, be sincere and 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 Actions speak louder than words. Fidgeting, anxious, toe tapping. Not making eye contact. Busy doing other things while trying to listen sends the wrong message. 11/2011

Complete the “Connecting with Your Caller” Activity 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 Tips on Telephone Etiquette on this slide. Review each and discuss what the experiences are in your facility. On a break, encourage your learners to call their facility and see how the phone is answered. Ask them to report back what they experienced. Complete the Activity “Connecting with your Caller”. This brings up good discussion. Where and when do you take calls? Are you present when you need to be? Think about where the other person might be. Think about who else might be hearing you. 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 Everyone has probably had an email “oops!” 11/2011

Barriers to Making the Connection Internal Personal thoughts distract from being present Controllable External Noise, distraction in environment Control may be limited Examples of Barriers: Internal: Plans with a friend Fight with spouse Kids Duties yet to accomplish before shift is over or weekend comes Upcoming performance review External Barriers Ringing telephone Call lights Overhead paging Interruption from other customers, causes need for prioritization 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 11/2011

Focus on Effective Listening Put everything else aside Help customer feel comfortable & relaxed Make eye contact Take notes if needed Repeat what was said, make sure you understand correctly Effective listening requires you to be present. It’s ok to take notes if it will help you make a better connection with the customer. 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 Empathy is an important customer service skill. It can help you listen and understand. Even if you don’t agree. 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. Empathy is a critical factor in providing quality customer service. Ask the group to silently reflect on how well do they use empathy. 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

The four key components of the Fish philosophy are: 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

Be Present 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.” 11/2011

Have you ever experienced an unexpected act of kindness from a 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

Play! “Laugh longer, live louder!” 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 Make sure everyone has a laminated copy of the “Commitment to Excellence” & “Excellent Interactions card. Take a minute to review the card with the staff. Remind them of the focus of the commitment, who the core customer groups are that we interact with daily and what it means to have an “Excellent Interaction” 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

You have completed this session on Customer Service Congratulations! You have completed this session on Customer Service Thank you Questions? 11/2011