1. People – How customers are treated Process – The input-task-output sequence Physical Environment – Does the building, equipment, temperature and sound create a positive image? Components Of Service Excellence Process Physical Environment People

2. Startling Customer Statistics Satisfied customers tell up to three people about their positive experience. Dissatisfied customers tell up to 10 about their negative experience.

3. Patient Complaints are Inevitable All customers, internal and external, complain to people who provide services to them. “Customers don’t expect you to be perfect. They do expect you to fix things when they go wrong.” Donald Porter, Senior VP, British Airways

4. Why Do Patients Complain? They didn’t get what they were promised. They didn’t get what they were promised. A caregiver was rude in person or on the phone. A caregiver was rude in person or on the phone. They felt uninformed. They felt uninformed. No one genuinely listened. No one genuinely listened. A caregiver projects a “can’t do,” negative, or “you’re an inconvenience” attitude. A caregiver projects a “can’t do,” negative, or “you’re an inconvenience” attitude.

5. Key Ingredients to Patient Satisfaction Providers who listen and demonstrate concern Providers who listen and demonstrate concern Providers who ask about and address a patient’s concerns Providers who ask about and address a patient’s concerns Providers who invite questions and answer them fully Providers who invite questions and answer them fully A friendly, respectful and confidential environment A friendly, respectful and confidential environment Promptness and accuracy Promptness and accuracy

6. Staying Focused Remember… –Every face-to-face interaction counts and cannot be recreated. –Every contact is a new performance. –Always give personalized service – not robot service. We are dealing with patients – not charts!

7. Communication is… the key factor of satisfaction and credibility. Is it a one- or two-way street? Two

8. First impressions…set the tone and build instant trust and credibility. They are formed by our senses: See Hear Touch Smell Last impressions…last! First and Last Impressions...can never be recreated!

9. Stop what you are doing. Stop what you are doing. Immediately smile – acknowledge and greet. Immediately smile – acknowledge and greet. Make eye contact. Make eye contact. Look pleasant. Look pleasant. Introduce yourself. Introduce yourself. Explain the process. Explain the process. Tips for Better Face-to- Face Interaction

10. Treat every caller as a Welcome Guest You are CCS & CCV! You are CCS & CCV! First and last impressions First and last impressions are powerful! are powerful! Speak clearly. Speak clearly. Avoid slang. Avoid slang. Acknowledge your caller’s request. Acknowledge your caller’s request. Avoid carry-over conversations. Avoid carry-over conversations. Speed is not success—don’t rush! Speed is not success—don’t rush!

11. Your Telephone Personality 10 Telephone Commandments 1. Be prepared; know your phone system inside and out! 2.First impressions…SMILE with enthusiasm! 3. Ask: “Are you able to hold?” 4. Acknowledge: “Thank you for holding.” 5. Assistance:“May I connect you to someone who can help you better?”

12. Your Telephone Personality 10 Telephone Commandments Cont’d. Your Telephone Personality 10 Telephone Commandments Cont’d. 6. No runaround – bouncing a caller from department to department. 7. Make every call noteworthy; ask questions. 8. Reinforcement...thank customers for calling. 9. Give Options 10. Connecting a Caller: “It’s my pleasure.”

13. Answering the Call Answer promptly Answer promptly Greet caller with a ‘verbal handshake’ Greet caller with a ‘verbal handshake’ Listen to the customer’s opening statement Listen to the customer’s opening statement Reflect your understanding of the customer’s request Reflect your understanding of the customer’s request Ask questions to obtain additional information Ask questions to obtain additional information Own the call – Assist the caller Own the call – Assist the caller Follow through on promises Follow through on promises

14. Receptionist “Four-part Greeting” “Good morning/afternoon” “Good morning/afternoon” Identify your company Identify your company State your first name State your first name “How may I help you?” “How may I help you?”

15. Answering your Direct Line - - Three parts - Greeting Greeting State your first name and title State your first name and title Ask:“How may I help you?” Ask:“How may I help you?”

16. Principle Incoming Call Errors Bureaucratic Bounce Bureaucratic Bounce The Unanswered Phone The Unanswered Phone The Dreaded Hold The Dreaded Hold Cliff Hangers Cliff Hangers Missed Messages Missed Messages

17. Connecting the Caller Know your phone’s transfer features. Know your phone’s transfer features. Explain ‘why.’ Explain ‘why.’ Ask permission and wait for a response. Ask permission and wait for a response. Tell the caller the department name/telephone or extension number. Tell the caller the department name/telephone or extension number. Introduce the caller. Introduce the caller.

18. Handling Holds & Delays Explain ‘why.’ Explain ‘why.’ Ask permission before clicking. Ask permission before clicking. Objection? Objection? -Offer options: -Offer options: Offer to be of assistance, to take a message, to have someone call them back Offer to be of assistance, to take a message, to have someone call them back Update the caller every 30 seconds. Update the caller every 30 seconds. Thank the caller for waiting. Thank the caller for waiting. - Use the hold button. Tips:- Use the hold button. - Be conscious of how you place the telephone in the cradle.

19. Taking Messages Choose positive phrases. Choose positive phrases. Avoid phrases:“She’s not in yet;” “He’s still at lunch.” “I don’t know where she went.” “He was here a minute ago.” Avoid phrases:“She’s not in yet;” “He’s still at lunch.” “I don’t know where she went.” “He was here a minute ago.” Take complete messages…take notes; use pre- printed pads. Take complete messages…take notes; use pre- printed pads. Be sure to include: Be sure to include: Record caller’s full name and company name. Ask about spelling or pronunciation if unsure. Who:Record caller’s full name and company name. Ask about spelling or pronunciation if unsure.

20. Taking Messages Cont’d. Write down the date and time the call When: Write down the date and time the call was received. Record the caller’s number (including Where: Record the caller’s number (including area code). Ask about a specific time frame when he/she would prefer to be called back and record the response. Briefly describe the caller’s request. State What: Briefly describe the caller’s request. State any action requested by the caller. Include information that will assist the message recipient in preparing for the return call. Check messages for accuracy and legibility. Check messages for accuracy and legibility. Route messages promptly. Route messages promptly.

21. Handling the Difficult Caller Focus on the issue…remove the personality. Focus on the issue…remove the personality. - Apologize - Apologize - Empathize - Empathize - Assume Responsibility. - Assume Responsibility. - Prepare to help. - Prepare to help. Know your company’s procedures. Know your company’s procedures. Keep control—ask follow-up questions immediately. Keep control—ask follow-up questions immediately. Interject immediately, “Excuse me…” Interject immediately, “Excuse me…”

22. Handling the Difficult Caller, Cont’d. Assure the caller you can help. “I can handle your situation.” Assure the caller you can help. “I can handle your situation.” Address offensive language directly…”What I can’t handle is your abusive language.” Address offensive language directly…”What I can’t handle is your abusive language.” Don’t offer excuses; offer help. Don’t offer excuses; offer help. If they demand to talk to your supervisor, alert your supervisor If they demand to talk to your supervisor, alert your supervisor of the caller’s demeanor. of the caller’s demeanor.

23. Ending the Call Seek understanding and clarification. Seek understanding and clarification. Ask the caller if there anything else you can do for them. Ask the caller if there anything else you can do for them. Invite the caller to call again; thank them if they have brought something to your attention. Invite the caller to call again; thank them if they have brought something to your attention. Let the caller hang up first. Let the caller hang up first. Record all pertinent information immediately. Record all pertinent information immediately.

24. Voice Mail Tips Be brief and to the point. Be brief and to the point. Speak slowly and clearly. Speak slowly and clearly. Always leave your phone number. Always leave your phone number. Always give callers a ‘back-up’ name/extension. Always give callers a ‘back-up’ name/extension. If possible, answer your phone vs. allowing it to go in to voice mail. If possible, answer your phone vs. allowing it to go in to voice mail. Return all voice mail messages within 24 hours. Return all voice mail messages within 24 hours. Change your voice mail message, if you are going to be unavailable for more than one day. Change your voice mail message, if you are going to be unavailable for more than one day.

25. E-Mail Tips Respond promptly. Respond promptly. Write a clear subject header. Write a clear subject header. Get to the point. Get to the point. Use bullet points! Use bullet points! Quote earlier messages in your replies. Quote earlier messages in your replies. Be professional. Be professional.

26. Seven Forbidden Phrases Seven Forbidden Phrases “I don’t know.” “I don’t know.” “We can’t do that.” “We can’t do that.” “You’ll have to.” “You’ll have to.” “Just a second...” click “Just a second...” click “No.” “No.” “As far as I know.” “As far as I know.” “I’m not sure.” “I’m not sure.”

27. with an excuse! Never ruin an apology...

28. The Power of a Name Listen to callers…they will tell you how to address them: (Dr., Mr., Mrs., or first name) Listen to callers…they will tell you how to address them: (Dr., Mr., Mrs., or first name) When in doubt, address female callers as Ms. instead of Miss or Mrs. When in doubt, address female callers as Ms. instead of Miss or Mrs. Ask permission to use his/her first name Ask permission to use his/her first name

29. Become a Telephone Superstar  Become a Telephone Superstar  Use and remember the caller’s name Use and remember the caller’s name Call him or her by name a minimum of twice during the conversation Call him or her by name a minimum of twice during the conversation

30. Patients Judge you by: The way you look what you say, how you say it, what you do, how you do it. - Dale Carnegie -

31. Two things you should never compromise? 1. What’s best for the patient. 2. Your professional behavior!

32. Good Manners are always in style! Soothe Calm Defuse Show Respect Demonstrate Professionalism

33. YOU … are SGMC! YOU … are SGMC! Patients and Visitors are always listening and watching to see if your words match your behavior!