1. C CUSTOMER SERVICE Brittany Kaczmarek, UT School of Public Health Dietetic Intern

2. What we will discuss today: What is customer service? ICARE values AIDET WEST

3. What is customer service? “The assistance and advice provided by a company to those people who buy or use its products or services.” How do you implement customer service in what you do at Methodist? Why is customer service so important?

4. ICARE Values I ntegrity– “We are honest and ethical in all we say and do.” C ompassion– “We embrace the whole person and respond to emotional, ethical and spiritual concerns as well as physical needs.” A ccountability– “We hold ourselves accountable for our actions.” R espect– “We treat every individual as a person of worth, dignity and value.” E xcellence– “We strive to be the best at what we do and a model for others to emulate.”

5. Customer Service & the ICARE values Be attentive when assisting a customer (respect, compassion) Checking and recording food temperatures correctly (integrity, accountability) Making sure everything patient ordered is on the tray (excellence) Showing up to work on time and taking the correct amount of break time (integrity, accountability) Listening to customer when their meal needs to be corrected (respect, excellence)

6. AIDET Use when interacting with patients, guests or any other customer when visiting patient rooms A : Acknowledge I : Introduce D : Duration E : Explain T : Thank

7. Customer Service & AIDET Example of using AIDET: You are a host/hostess taking a patient’s (Ms. Kaczmarek) dinner tray into her room…. A cknowledge-- “Good evening!” I ntroduce-- “I’m Brittany, your hostess this evening.” D uration-- “I’m sorry to disturb you, but I am here to deliver your dinner. This won’t take long. May I get your name and date of birth?” E xplanation-- “I am going to leave your dinner tray here so that you can easily reach it. Please notify your nurse that your meal has arrived if you need to take any medications. Is there anything else you need?” T hank You-- “Thank you for letting me assist you this evening.”

8. WEST Use when working and serving customers in the retail area. Commonly used by the front line associates. W : Welcome E : Engage S : Smile T : Thank You

9. Customer Service & WEST W elcome-- “Hello!” “Welcome!” ”Good morning/afternoon/evening!” E ngage-- “How are you today?” “How can I help you?” “What can I get for you?” S mile-- Always smile when addressing a customer, it makes you more approachable T hank you-- “Thank you for business, please come again!” “Have a great day!” “Enjoy your meal!”

10. Using these three methods improve customer service! Don’t we want all of our visitors to look as happy as this?

11. Scenario # 1 Michael is a cook and works very hard in the kitchen. He always strives to be the best and likes to be a model for others. Michael is always on time to work and is honest when he does something wrong, even if he could get away with not saying anything because his boss isn’t around when he makes the mistake. What values does Michael have?

12. Scenario #1 Answers Excellence (from ICARE), when he strives to be the best and likes to be a model Accountability (from ICARE), because he is always on time to work Integrity (from ICARE), because he admits to his mistakes even if he can get away with not saying anything

13. Scenario #2 Laura normally works in the kitchen but is asked to be a hostess on a day that another hostess is out sick. She is told that she will be delivering lunch to the patients that day. Laura walks into a patient’s room, says Hello, and sets the patient’s lunch tray down. She then asks the patient if they need anything else and leaves the room when they reply “No.” What was Laura NOT doing during her interaction with patients?

14. Scenario #2 Answers Introduce (from AIDET), she did not introduce herself using her name or stating that she was a hostess Duration (from AIDET), she did not indicate how long she would be in the room Explanation (From AIDET), she did not explain that she was there to deliver the patient’s lunch Thank You (From AIDET), she did not thank the patient for letting her serve them or for cooperating

15. Scenario #3 Josephine works for the Market Place and she is serving at the Mediterranean station. A customer comes up to her and she smiles and says “Hello sir, how may I help you?” The customer wants to order a gluten-free pizza because he is allergic to wheat. Josephine explains that they do not sell gluten-free pizza and says “That must be very hard, not being able to eat certain foods. Let me find out what foods we serve that are gluten-free.” What customer service skills does Josephine use in this interaction?

16. Scenario #3 Answers Smile (from WEST) Welcome (from WEST) Engage (from WEST) Respect (from ICARE), using words like “Sir” Compassion (from ICARE), when saying “That must be very hard…” and “Let me find out what foods we serve that are gluten-free.”

17. Questions?