CUSTOMER SERVICE HOW DO YOU KEEP THEM COMING BACK FOR MORE?

WHAT IS CUSTOMER SERVICE? The ability to exceed a customers expectations.

WHO DOES IT WELL?

Blood centers are in the people business. It’s not what we serve, it’s who we serve.

SOME STATISTICS The average customer with an unresolved complaint will tell 9-10 people. 13% tell more than 20 people. 70% of complainers will return if you resolve the complaint. 95% of complainers return if resolved quickly.

MORE STATISTICS For every complaint, there are 25 customers who don’t say anything. Six of these have serious complaints.

PAY ATTENTION TO THE DONOR Engage the donor in conversation. Make sure they know you’re happy they are there. Do not ignore them to carry on a conversation with other staff. Explain the process and answer their questions.

DO IT RIGHT THE FIRST TIME There are no “do over's” in phlebotomy. We can’t offer a discount or a free desert for poor service.

CUSTOMER SERVICE TOP 10 1.APPEARANCE First impressions last a long time 2.ATTITUDE A learned behavior… Makes it all positive 3.FRIENDLINESS Be generous, give smiles unconditionally 4.IMPRESSIONS What’s left in the room after I leave 5.RESPONSIBLITY Take action, exceed customers expectations

CS TOP 10 CONTINUED 6.COMMITMENT My pledge to service and teamwork 7.TEAM THINKING My actions effect everyone in my organization 8.COMMUNICATIONS Active listening and positive responses 9.SERVICE My personal commitment to make a difference 10.PERSONAL EXCELLENCE I believe in my ability to make a difference

IF YOU DO THIS RIGHT…