COMMUNICATION &SERVICE EXCELLENCE

January 2014

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Communication & Service Excellence

Learning Objectives:By the end of this training, you should be able to: Understand the importance of communication skills &

relationship to customer service

Discuss several key communication skills: Understanding our customers Making appropriate word and language choices Handling difficult situations

Demonstrate essential phone skills

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Communication & Service Excellence

Excellent communication skills are essential to providing great service

The strongest predictor of overall CAHPS score is how patients rate provider communication skills*

Promoting superior customer service supports our efforts to improve success with the CAHPS survey

Customer service is one of the most significant contact points in healthcare and patient experience

* Bavin SA and Fulton BR.2008 (April). The CAHPS Home Health Survey (HH-CAHPS: Current Status, future implications. Press Ganey White Paper.

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Communication Overview

Communication is the way we share information, ideas and attitudes

Words we choose Body language Tone of voice

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How we deliver the message is just as important as the information itself!

Visiting patients ▪ On the phone ▪ In VNA building

Communication Overview5

Your communication skills create an image about you and the VNA…immediately!

8 SECONDS: Time for patient in clinical setting to form a first impression

Communication & Great Service

Good Communication Creates Opportunities Build valuable relationships Get and retain business Increase client and patient

satisfaction Actively promote VNA

services and brand

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Communication & Great Service

Dangers of Poor Communication: Misunderstandings Bad feelings Unfavorable impressions Failed relationship building Lost business opportunities Damaged business reputation

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Who Are VNASH Customers?Everyone you interact with in our building, on the phone or off-site while conducting VNA business is a customer and prospective referral source.

External or internal Current & prospective patients & caregivers All professional referral sources & fellow staff Other business relationships including vendors,

service repair people and volunteers

Understanding Our Customers8

Understanding Our Customers

Family Members, Patients & Prospective Clients: Sensitivity to Needs & Attitudes

A few possibilities: They know they need help but don’t always know

what they need Overwhelmed by caregiving responsibilities Frustrated with situation & health care system Would like advice, may not be good at asking May be highly stressed or emotional Might feel uncomfortable with a stranger in the home during a

difficult time

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Understanding Our Customers

Internal Customers: Fellow VNA StaffSensitivity to Needs & Attitudes

A few possibilities: Might be busy or rushed Might be defensive or sensitive about their job and

responsibilities May be stressed or emotional May not be as familiar with the patient/family or have very

close relationship Want to feel that their opinion, knowledge & feelings are

respected

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Understanding Our Customers

Communicating with Staff: We are One Team

Share information in efficient & positive way

Better communication

Stronger team

Great service

Highly satisfied Greater personalpatients/clients job satisfaction

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Communication Essentials

General Guidelines For All Situations: Always be friendly, courteous and respectful On the phone, handle all calls in a manner that leaves

the caller satisfied and with the impression that their call was important

Avoid emotional or accusatory tones

ALWAYS REMAIN POSITIVE ABOUT THE VNA, OUR PROCEDURES AND TEAM MEMBERS

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Communication Essentials

Providing Great Service to Caregivers & Patients Empathize Take time to LISTEN, understand and explore all

possible needs Be patient

Tip: Try and imagine the experience fromtheir perspective

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Communication Essentials

Choosing Your Words: Avoid Negative or Abrupt Language

Expression: Caller Thinks:I’m/We’re so busyWe can’t do thatJust a secondHold onWrong dept

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More Examples of Expressions to Avoid

Our policy… You should have… Why didn’t you… The only thing we can do is… Sorry, but… No

Communication Essentials15

Communication Essentials

Examples of Responsive, Empathetic and Calming Phrases:

Thank you… I can find out… I understand… I can see why… The best option is… Let’s do this… Here’s how we can handle this…

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Tips for Difficult Situations17

Angry/Frustrated/Upset Customer: Listen

Allow person to vent completely without interruption Stay calm and professionalAvoid reacting to trigger words

EmpathizeAct sincere and acknowledge their feelingsUse responsive phrases to convey understandingApologize (if necessary)

Tips for Difficult Situations18

Angry/Frustrated/Upset Customer: Remain positive

Focus on person, not situationDon’t blame anyone regardless of faultBe respectful and diplomatic

Try and solve the problem Repeat/ask questions to clarify issue and concernsOffer/ask for solutionsConfirm understanding and agreement

Angry/Frustrated/Upset Customer: Solve problem/take action (continued)

Try and prevent issue from happening againMake sure something is done and the customer gets some satisfactionLearn from the error or complaintFollow up & document appropriately

Be confident in your response to the situation and proud of your commitment to outstanding customer service!

Tips for Difficult Situations 19

Tips for Difficult Situations 20

Angry/Frustrated/Upset Customer:Helpful things to remember:

People will be less upset with someone who is sympathetic and trying to helpSometimes people just need to ventDifficult customers are usually focused on themselves not the impact of their words and actions on others

and

Don’t take it personally!!

Tips for Difficult Situations 21

Language Barriers & Unfamiliar Accents:

Speak slowly Articulate/speak clearly Repeat important information Ask the client to repeat information, if necessary Always ask if the client understands your

information and instructions

Tips for Difficult Situations: Service Recovery

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Did You or the VNA Make a Mistake? It’s Important to Apologize…and Mean It!

Explain, don’t excuse It doesn’t matter who’s at fault Apologize profusely even if you don’t agree Ensure appropriate follow-up Prevent mistake from happening again Learn from the error, be confident in your

response to the situation and move forward

Communication: On the Phone

The Caller Can’t See You No eye contact Caller cannot see/interpret facial expressions,

hand gestures or body language Pitch, tone and word choice all deliver a powerful

message Caller responds completely to your verbal

presentation/what you sayATTITUDE MAKES A DIFFERENCE!

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Communication: On the Phone

Preparation: FOCUS on Call Put down any reading material Smile! Sit up tall/watch posture Convey interest Actively listen Use caller’s name frequently Ask questions & clarify caller’s answers

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Basic Telephone Etiquette Speak clearly and concisely Sound credible and pronounce words correctly Good, professional word choice helps build

positive relationship with caller Accentuate the positive and avoid negative word

choice

Communication: On the Phone25

Communication: On the Phone26

Leaving a Voice Mail Message Speak slowly & clearly Identify yourself & give contact number, if necessary Explain the purpose of your call as concisely as

possible Don’t ramble or give unnecessary information If you are asking for a return call, state the reason

or information required so that the caller can be prepared; don’t just say “call me”

Communication: On the Phone27

End Calls Professionally and Effectively Summarize/restate any follow up action including

important details like dates and deadlines Closing phrase examples:

“Is there anything else I can help you with today?”“Thank you for calling.”“We appreciate your call. Have a great day.”“I’m glad we resolved this issue.”

When customer thanks you, acknowledge:“It’s my pleasure.”“You are welcome. Is there anything else I can help with today?”

Communication & Service Excellence28

Finally… Good communication is one of our most powerful

tools for building relationships and business The difference between a positive

and negative customer service experience is YOU