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Never doubt that a small group of Never doubt that a small group of thoughtful, committed citizens can change thoughtful, committed citizens can change the world; indeed, it is the only thing that the world; indeed, it is the only thing that
ever has.ever has.
Margaret MeadMargaret Mead
Never doubt that a small group of Never doubt that a small group of thoughtful, committed citizens can change thoughtful, committed citizens can change the world; indeed, it is the only thing that the world; indeed, it is the only thing that
ever has.ever has.
Margaret MeadMargaret Mead
CUSTOMER CARE – A GlimpseIntroductionCustomer Service Skills Self AssessmentModule 1: Customer Care
Why is Customer Care important ?Who are our customers ?Who is your boss ?The value of a customerWhat des a customer want ?Journey of a customer Your RoleWhy customers leave
Customer Care Cartoon Messages: ‘Learning from Others’
Module 2: Knowing and Projecting your HospitalThe value of your brandThe professional image
Module 3: Effective CommunicationSelf Evaluation Communication with cancer patientsTelephone techniquesThe Art of listeningProfessional verbal and non-verbal communication
Module 4: Dealing with Difficult SituationsCustomers from hellControlling situationsHandling an angry customerCreative problem
Ten rules for great customer service‘CARE’ Standards
CUSTOMER CARECUSTOMER CARE• Definition:• Customer service is a
series of activities designed to enhance the level of customer satisfaction – that is, the feeling that a product or service has met the customer expectation.”
Being on par in terms of price and quality only gets you into the game. Service wins the game.
Good customer relations is the cheapest and best advertising you can get. Few things are free. This is.
Nothing is ever lost by courtesy. It is the cheapest of pleasures, costs nothing, and conveys much. It pleases him who gives and receives and thus, like mercy, is twice blessed.
We are what we repeatedly do. Excellence, then, is not an act, but a habit.
Well done is better than well said
WHY IS CUSTOMER CARE IMPORTANT ?
WHO ARE CUSTOMERS ?• The most important person in any business.
• Not dependent on us - we are dependent on them.
• Not an interruption of our work - they are the purpose of it.
• A part of our business - not an outsider.
• A flesh blood human being with feelings and emotions like our own.
• A person who brings us their wants - it is our job to satisfy those wants.
• Deserving of the most courteous and attentive treatment we can give them.
• Not someone to argue with or match wits with.
• The life - blood of our business.
WHO IS YOUR BOSS ?
Your Manager ?
Your Chief Executive Officer / Director ?
Your Organization ?
WHO PAYS YOUR SALARY ???
The Customer !
The Value of a Customer: The customer is our very reason for being here.
Treat every customer as if they sign your paycheck…because they do.“
Revolve your world around the customer and more customers will revolve around you.
From customer satisfaction to customer delight.
Are dissatisfi ed with a
particular product or
service
15%
Pref er another product
or service
10%
Don’t like the way they
were treated
65%
Leave f or reasons
unrelated to product
(such as relocation)
10%
WHY CUSTOMERS LEAVE
1. Minimize stress
2. Higher efficiencies
3. Increased morale and satisfaction
4. Survival
5. Cost Effective
YOUR ROLEYour role can be that of:
• A friend• An advisor• A problem solver• A fan• A partner• A machine
Which one are you ?
THE VALUE OF YOUR BRAND
Every company's greatest assets are its customers, because without customers there is no company.
Without great employees you can never have great customer service.
Every great business is built on friendship.
THE PROFESSIONAL IMAGE
If you don't care, your customer never will.
General points on Customer Relations: - Keep work area neat - Be well groomed - Recognize customer immediately - Smile - Give the customer full attention - Tell the customer what you can do.
Cancer, as a disease, is much different in nature from other diseases. As a part of the treatment the patient is required to frequently visit the hospital. This means the hospital needs to interact with the patients continuously for a period of time.
It is in these short interactions that
YOU have the power to make a difference.
• When using the telephone: - Answer promptly - Put a smile in your voice - Speak clearly - Identify yourself - Use customer's name frequently - Say thank you in the End
THE ART OF LISTENING :
The art of conversation consist as much in listening politely, as in talking agreeably.
People don't care how much you know, but they know how much you care by the way you listen.
Hearing but NOT Listening.
Ten Guides to Effective Listening:
1.Stop talking! Be quiet! Stop thinking of reply! 2.Put the talker at ease. They must be free to talk. 3.Show you want to listen. Look and act interested.4.Remove distractions. Don't doodle, tap or shuffle paper. 5.Empathize with talker. Put yourself in their shoes.6.Be patient. Don't interrupt or walk around. 7.Hold your temper. Anger may distort the meaning. 8.Go easy on argument and criticism. Even if you win, you
lose. 9.Ask questions. Encourages the talker to explain clearly. 10.Stop talking! This is so important that it is first and last.
PROFESSIONALVERBAL AND NON-VERBAL COMMUNICATION
Your conversation is your advertisement. Every time you open your mouth you let men look into your mind. Do they see it well clothed, neat, business wise?
It is in this moment you have the power to be the solution!
People don’t want to communicate with an organization or a computer. They want to talk to a real, live, responsive, responsible person who will listen and help them get satisfaction. That’s why we Hire PCO’s not Machines.
CONTROLLING SITUATIONS
The longer you wait, the harder it is to produce outstanding customer service.
It is easier to create good customer relations than to fix problems.
Many dissatisfied customers do not tell you when or why they quit, they're just gone.
HANDLING AN ANGRY CUSTOMER Remember anger is not directed at You personally.
• Help customer deal with the problem in a rational way.
• Help customer dissipate anger.• Allow expression.• Help customer dissipate anger.• Allow expression. • Listen sympathetically.• Empathize.• Find a solution.• Ask questions about facts, not emotions.• Get agreement on possible solutions.
Either you are part of the problem or the part of the solution
Customers don’t expect you to be perfect. They do expect you to fix things when they go wrong.
Customer representative not Hospital representative.
Be the change that you are trying to create.
TEN RULES FOR GREAT CUSTOMER SERVICE
1. Commit to quality service2. Know your hospital / services3. Know your customers4. Treat people with courtesy and respect5. Never argue with a customer6. Don’t leave customers hanging7. Always provide what you promise8. Assume that customers are telling the truth9. Focus on making customers, not sales10.Make your procedures easy to understand and
follow.
CourteousWe will be polite whenever we communicate -- in person, in writing, by phone, fax or e-mail.
We will be friendly and welcoming.
We will acknowledge customers by name.
We will introduce ourselves by name, title or role.
We will wear our ID badges so they can easily be seen and read.
We will knock and wait a moment before entering a patient's room.
We will not disturb others. We will talk quietly when we are in patient care areas, shared offices, public spaces and hallways. We will limit group conversations in public areas and will be aware of where personal conversations take place.
Attentive
We will attend to patients and families immediately.
We will notice when someone looks confused or lost and will stop to help. If possible, we will walk customers to their destination.
We will explain plans and procedures in words our customers understand.
We will invite and answer questions.
We will anticipate, explain and apologize for any delays.
Respectful
We will treat patients and families as partners and members of the health care team.
We will respect differences in values, cultures, beliefs and ages, and will incorporate our awareness of diversity into all our daily practices.
We will respect the dignity of all and will show empathy and consideration in our words and actions.
We will protect the confidentiality of information. We will limit discussions of confidential information to appropriate, private locations.
We will demonstrate our respect for our customers and our institution through our behavior, our words and even our dress. We will dress appropriately, adhering to our department's dress code. We will present a positive image of Shaukat Khanum Memorial Cancer Hospital & Research Centre in all our interactions.
We will trust, respect, support and assist our coworkers.
We will work cooperatively, as members of a team.
We will Acknowledge our Co-workers' contributions.
We will Contribute to a positive work environment. We will be Timely and meet our Deadlines.
Mother Teresa's Anyway Poem
•
Mother TeresaPeople are often unreasonable, illogical and self centered;
Forgive them anyway.If you are kind, people may accuse you of selfish, ulterior motives;
Be kind anyway.If you are successful, you will win some false friends and some true enemies;
Succeed anyway.If you are honest and frank, people may cheat you;
Be honest and frank anyway.What you spend years building, someone could destroy overnight;
Build anyway.If you find serenity and happiness, they may be jealous;
Be happy anyway.The good you do today, people will often forget tomorrow;
Do good anyway.Give the world the best you have, and it may never be enough;
Give the world the best you've got anyway.You see, in the final analysis, it is between you and your God;
It was never between you and them anyway.
Our Approach in this Presentation
Is to encourageChanging behavioral and mindsetChallenging of assumptionsPatient Services towards better
teamworkGiving and receiving feedbackAddressing real issues to people
Thanks For Joining Us
• You can make your Job and Life what you wish to make out of it
• You never know Who is Watching
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