1. The Customer Connection
Customer Service Training
Making a Difference….Every Day
People Taking Care of People...
             Together we can do anything
11/2011

2. 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”
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3. 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.
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4. What is an Excellent Interaction?
Whenever you see or talk with a customer, you can make the choice to have an excellent interaction
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5. 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”
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6. 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?
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7. 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.
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8. 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.
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9. 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?
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10. 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
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11. 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.
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12. 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.
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13. 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?
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14. 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
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15. 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 s? 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?
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16. 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.
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17. 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?
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18. 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!
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19. 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!
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20. 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?
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21. 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
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22. Communication Connection
Warm & sincere interactions
Verbal communication
Non-verbal communication
Telephone etiquette
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?
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23. 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.
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24. 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
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25. 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.
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26. 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.
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27. Email Etiquette Check regularly
Pay attention to information shared. Pay special focus to information from forwarded s.
Pay attention to whom you are sending the
Respond promptly
Pay attention to language, capitalization
Everyone has probably had an “oops!”
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28. 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
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29. 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
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30. 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.
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31. 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.
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32. Thoughts on Empathy
Empathy helps in communicating your acceptance of the customer’s point of view, even if you don’t agree.
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33. 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.
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34. 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
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35. 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.”
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36. 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 !
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37. 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.”
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38. 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?
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39. 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.
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40. 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.
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41. 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!
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42. 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
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43. 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.
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44. 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
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45. 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.
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46. 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”
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47. 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!
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48. You have completed this session on Customer Service
Congratulations!
You have completed this session on Customer Service
Thank you
Questions?
11/2011