1. The Platinum Customer Service Experience Presented by: Merideth McDonald Vice President The VGM Group

2. Customer service, when boiled down to it’s purest form, is the act of one person helping another person. This interaction determines how a company’s service will be perceived by customers. Both the customer and the clinician must be honest with each other. Good business ethics start here. There are no short cuts around the truth and no one will last long in business without being honest.

3. The first rule of Platinum Customer Service “It’s better to disappoint a customer with the truth than to satisfy a customer with a lie.” Speaking the truth is difficult when you are telling a customer what they don’t want to hear – Difficult not impossible. How you say something is just as important as what you say. Using the correct words makes all the difference. It’s not what you say, it’s what the customer hears.

4. The second rule of Platinum Customer Service “You will be judged by what you do, not what you say.” Don’t make promises unless you will keep them. Reliability is one of the keys to good customer relationships. If you say something will be ready on Tuesday, make sure it is. Think, check before you give any promise for the completion of a product or delivery of a service.

5. The third rule of Platinum Customer Service “Answer the phone” Make sure someone is picking up the phone when someone calls your business (not a voicemail robot) The first voice a customer hears should: a) relay a standardized message of necessary information b) have a welcoming and warm tone c) speak distinctly d) use correct grammar and pronunciation

6. The fourth rule of Platinum Customer Service “Listen to your customers” Let your customer talk and show him that you are listening by making the appropriate responses. Put yourself in their “shoes”. Don’t make assumptions. Don’t plan your response. Ask open-ended questions. Check for non-verbal clues Paraphrase and confirm

7. The Talkative Patient Identify needs quickly Use closed questions to re-focus Use shorter pauses between statements Do not invite unnecessary conversation Use a closing question when it is clear you have enough information

8. The Complaining Patient Listen patiently, withhold judgment Remain courteous, empathetic Find the underlying problem Reassure you will tackle the problem Avoid tentative language Take a mini-break afterwards to restore a positive outlook

9. The Assertive/Demanding Patient Do not mistake assertiveness for anger Listen to uncover the real issue Raise your assertiveness level slightly Speak specifically and direct to the point Minimize non-business conversation Be courteous, professional Do not take the lack of rapport personally

10. The Indecisive Patient Be patient, give them thinking time Listen for non-verbal clues of doubt, confusion Clarify what you need Ask open questions, follow their lead Limit options available

11. The Passive/Unresponsive Patient Do not mistake silence for satisfaction Ask about the quality of service Build trust and rapport Discuss topics of interest to the patient Stay solution-oriented Check for understanding, agreement

12. The Angry Patient Validate the patients perspective Listen, emphasize, apologize, assure you will handle the problem Focus on a specific, present problem Define the real issue, check perceptions, stay problem-centered, stay out of their emotions Take ownership of the problem Collaborate on an action plan, gain agreement, re- assure, follow through, follow up

13. The fifth rule of Platinum Customer Service “Always follow up when you provide a product or service to a new or current patient” Following up on the service you provide is professional. Never hesitate to make a follow-up service call. Even if the customer was irate or the service/product you provided did not go as planned, call. It is always better to know the level of customer satisfaction than guess at it.

14. The sixth rule of Platinum Customer Service “You only have one chance to create a first impression” 68% of customers first contact with a company is on the phone. Refer to rule #3. Cultivate a customer-caring culture. Affirm the importance of people over process. “The Golden Rule”..Treat your employees as well as you want them to treat your patients.

15. The seventh rule of Platinum Customer Service “Know your business” Know what you are there to do. Be able to articulate your mission in real, concrete terms. Connect each person’s job to the larger picture. Create standards, make sure they are in alignment with the company’s mission and vision, make sure they are relevant. They need to be clear and in plain language, and everyone must demonstrate that they understand them

16. The eighth rule of Platinum Customer Service “Think before you speak” Statements to avoid: She is in the middle of a big problem. Your bill should be correct now. Harry went home early. I don’t know where he is. Tom is at the doctor’s office. Our billing department takes forever to answer the phone. I think she is still having coffee.

17. The ninth rule of Platinum Customer Service When in doubt always refer to Rule # 10.

18. The tenth rule of Platinum Customer Service “THE CUSTOMER IS ALWAYS RIGHT” This rule trumps all other rules. The customers perception of the issue (problem) is your reality. You will not win by winning this argument. Your patient will become some one else’s.

19. The Ten Platinum Rules: 1. It’s better to disappoint a customer with the truth than to satisfy a customer with a lie. 2. You will be judged by what you do, not what you say. 3. Answer the phone. 4. Listen to your customers 5. Always follow up when you provide a product or service to a new or current patient.

20. The Ten Platinum Rules (cont): 6. You only have one chance to create a first impression. 7. Know your business 8.Don’t forget your internal customers 9. When in doubt always refer to rule 10 10. The customer is always right!