2. “SERVICE EXCELLENCE” “SERVICE EXCELLENCE” Presented by: Penny A. Thompson, CEH, CHESP

3. WHO ARE YOUR CUSTOMERS?

4. Our patients, residents, students and/or consumers of products/services that we provide. Their families, their guest, and end users of their organizations. Our own co-workers

5. YOUR STAFF!!

6. CULTURE OF ATTITUDE At Fletcher Allen Health Care, we are here to serve our customers; our patients, their families, their visitors, and our own co-workers. We are committed to providing the highest quality service while meeting our customers’ needs with the utmost care and courtesy.

7.  Welcome customers in a friendly manner, smiling warmly and introduce yourself.  Listen carefully; avoid interrupting people unnecessarily.  Treat everyone as if or she is the most important person at that time. BECAUSE THEY ARE!!!  Meet the customer’ immediate need and/or gladly direct them to someone who can.  Be positive in all conversations with our customers.  Don’t mention how busy your workload is.

8. APPEARANCE Our appearance is a reflection on the reputation and the professionalism of the services delivered to our customers. On an individual level, our dress and grooming reflect a level of respect that we have for our customers. Similarly, how well we take care of our own equipment and workspaces is a clear reflection on the quality of our services that we deliver to our customers.

9.  Dress neat and professionally; Follow dress code policies for the area that you work in.  Wear your identification badge where it can be easily seen by our customers at all times.  Wearing jewelry must be limited to 2 earrings in each ear at a time. Your must be free of any facial piercing.  Tattoos must be covered to the best of your ability.  Hair must be clean and neat at all times. Extreme colors of hair dye will not be permitted.  Feet must be completely covered. No croc shoes, slippers, sandals, or clogs without the backs on them.

10. APPROACHABLE?

11. MAY I CLEAN YOUR ROOM?

12. COMMUNICATION We must be committed to listening to our customers in order to fully understand and meet their needs. It is important for us to pay close attention to verbal and non-verbal messages. Messages to our customers must be delivered with courtesy, clarity and compassion.

13. BODY LANGUAGE?

14.  Observe all customers who appear confused about directions or where to go and offer to assist them to their destinations. If you are unable to personally escort them, take them to someone who can.  Keep all information about customers strictly confidential.  Smile and address the customer by name if you know what it is.  Do not leave written communications for our customers.

15. KNOW WHAT’S THEIR “PICKLE” BOB FARRELL

16. COMMITMENT TO CO-WORKERS In any organization you are linked to each other by a common purpose; Serving your customers. Our co-workers, therefore, are our team mates. They deserve respect too. Without their contributions, we would not succeed in our mission.

17.  Treat every co-worker as a professional.  Realize that each one of us has an area of respect.  Collaborate with your co-workers to find solutions.  Don’t undermine co-workers.  Welcome and be supportive of new co-workers.  Set an example and offer to help.  Respect the privacy of your co-workers.  Eliminate gossip about you co-workers.

18. ETIQUETTE Common etiquette can create a favorable impression for our customers. Good manners contribute to the safety of our customers, the privacy of our customers, increased customer satisfaction, and a smooth navigation for our customers through our facilities or communities.

19.  Pause briefly before trying to board an elevator so others may exit first.  Make room for others once you have boarded the elevator and hold the “open door” button for them.  Allow all persons with disabilities to be near the door.  If an elevator arrives and a patient is being transported on the elevator, do not board it.  Exit an elevator immediately, if a patient being transported needs to board.  Never block an elevator landing with our equipment

20. SENSE OF OWNERSHIP It is important that every employee feels a sense of ownership about his/her job and the facilities that they work in. Take pride in what you do, feeling responsible about the outcomes of our efforts, and recognizing that our performance is a clear reflection of ourselves as individuals.

21. THE DIFFERENCE BETWEEN GOOD CUSTOMER SERVICE & GREAT CUSTOMER SERVICE IS……  A TTITUDE  C ONSISTENCY  T EAMWORK  S ERVICE OF KINDNESS !!!!

22. TIPS ON SUCCESSFUL TRAINING FOR SERVICE EXCELLENCE Set up recognition programs for staff that display exceptional customer service Institute scripting to help employees Role playing with staff and management Always set an example!

23. RECOGNITION  Faces Of Fletcher Allen  G.E.M Award  Vision Award  Good Catch Award  All For ONE Award

24. SCRIPTING  SCRIPT FOR ENTERING THE ROOM FOR DAILY CLEANING: "Hi my name is --- and I'm from Housekeeping would it be okay if I came in to clean the room at this time?“ LEAVING THE ROOM: "I hope that I have provided you with Very Good Service today. Is there anything else I can do for you?”  SCRIPT FOR ENTERING THE ROOM FOR DISCHARGE CLEANING: "Hi my name is --- and I'm from Housekeeping. Please excuse me while I prepare this bed for our next patient.“ LEAVING THE ROOM: "I hope that we have provided you with Very Good Service today. Is there anything I can do for you before I leave?“  SCRIPT FOR ENTERING THE ROOM FOR EVENING HOSPITALITY CLEANING: "Hi my name is --- and I'm from Housekeeping. Would now be a good time for me to remove the trash & linen from your room?“ LEAVING THE ROOM: "I hope that we have provided you with Very Good Service today. Is there anything else that I can do for you before I leave?"

25. MAKE IT FUN!!