2 What is customer service? Customer service is:Anticipating and meeting needsManaging and meeting expectationsResolving problems and conflictConsideration and respectCustomer service is an attitude, not a task
3 Who is the customer? Patients are our customers Who else? Other physician officesFamily membersCo-workersCommunity
4 Who is responsible?Every employee contributes in some way to the overall customer service that the organization provides and therefore is responsibleIt is not necessary to have direct patient contact to be an important part of the experience of each patient
5 Why is customer service important? Patients evaluate quality based on customer serviceBrings consistency to the organizationHelps to provide repeat top quality customersIt is necessary in order to be the best
6 How exactly do I do this? Developing the right attitude The simplest ways includeSpeak highly of CPC at all timesSmileAcknowledge patientsSpeak in a pleasant tone of voiceTreat others like you would want to be treated!!
7 How exactly do I do this? Anticipating and meeting needs Consider what the patient may be feelingFrustration (maybe the patient experienced a long wait time or had trouble getting an appt)Fatigue- (most patients feel bad when they come to the doctor)Fear (patient uncertain of the outcome of their visit)
8 How exactly do I do this? Managing and meeting expectations Always tell customers the truth, but avoid unnecessary detailsDo not promise what cannot be deliveredIf customers have unreasonable expectations, be prepared to explain why those cannot be metRemain positive
9 How exactly do I do this? Resolving problems and conflict Always attempt to resolve conflict quickly if conflict cannot be avoidedAlways ask the customer what it is that they would like- don’t assumeYou have the ability to manage the conflict- do not let it get out of handDo not take a customer’s anger personally
10 Managing ConflictEncourage customers to talk about their complaint to you if you sense they are unhappy with their visit.If customers are unhappy and cannot voice their complaints within the organization, they will be voiced elsewhere.One unhappy customer will tell 8-16 people about the experience.91% of unhappy customers will never return.It costs 5 times as much to attract a new customer as to keep an old one.
11 Managing conflictWhen a patient complains, something did not meet his or her expectations. Why?Expectations were not reasonableThrough good conflict management, customer expectations can be adjustedSomeone failed to provide good customer serviceThis often occurs when customer service is not a top priorityProcesses are not set up to handle patients effectivelyThis should be identified and corrected through management
12 Managing conflict Attempt to resolve conflict easily Ask customer what the problem isLISTEN attentivelyPut yourself in the customer’s placeOffer to have a supervisor speak with the customer if not easily resolvedNEVER promise what you cannot deliverNEVER raise your voice- this is very unprofessional and gives the customer ammunition for further conflict
13 What does customer service mean for me? A more enjoyable work environmentRespect and appreciation from customersOwnership of work responsibilitiesHappy customers equate to long run job securityPride in job well done
14 Helpful hints Say “What can I do to help?”, not “Its not my job.” Say “Will this time schedule meet your needs?”, not “Are you happy now?”Say “Thank you for letting us know there is a problem. We are striving to be the best”, not “No one else ever complains.”Say “We appreciate your business and want to continue serving you in the future” , not “We don’t need you.”
15 SummaryTreat customers with kindness and respect and you will get the same in returnConsider and meet expectationsQuickly offer conflict resolution, even if you think that the customer is wrongCommunicate, communicate, communicate