Customer Service Satisfaction_STATLAB 092408

8/3/2019 Customer Service Satisfaction_STATLAB 092408

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Customer Satisfaction

STATLAB Medical and Diagnostic Center

September 24, 2008

Statlab, Quezon St. Iloilo City


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Activity - Leveling of Expectations

When you were told awhile ago thatwe will have a meeting today,

what do you feel?

are you a willing participant?

What is your expectation from thisseminar-workshop?


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Moving Forward

Lifes Accomplishment


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Lifes Accomplishment (Self)

Take a moment to think about what things you do best.

What have you been most successful in life.

Take a few minutes and think about what you haveaccomplished within the last day. How about the lastmonth?

What are your long term and short term goals?

When you start looking you begin to realize youreally have accomplished a lot.


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Lifes Accomplishment

(For your Institution) Take a moment to think about what things you dobest for the Institution where you are working rightnow?

What have you been most successful of, as astaff/supervisor/head of a unit?

Take a few minutes and think about what you haveaccomplished within the last few days. How about lastmonth, last year?

What are your long term and short term goals foryour Institution?


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When you stop learning,you stop growing


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Anything worth doingdoes not have to bedone perfectly

at first


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Many peopleare interested

rather thancommitted

Interested exerciser

wakes up in themorning and itsraining, he will says, I think Ill exercisetomorrow

Committed exerciser

will says, I betterexercise inside.


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Think Big !

Act Big !Be Big !


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Components of a Team System

1. A small group

2. A Leader

3. A knowledge of the Teams Goal4. Regular interaction among team members

5. Responsible contributions of members

6. Team spirit7. Conscious coordination among members


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Customer Service Attitude

Do you have it??????


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Activity Attitude towards a Customer

Customer Service Attitude Assessment Tool

Instructions: Write in your paper the extent

you agree or disagree with each statementthat will be presented to you. Please be

honest as these assessment may help you to

understand yourself in dealing with others.

1 Th i hi d i b i i i 5 4 3 2 1


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1. There is nothing demeaning about assisting or serving

others.

5 4 3 2 1

2. I can be cheerful and positive to everyone regardless of

age or appearance.

5 4 3 2 1

3. On bad days when nothing goes right, I can still find

ways to be positive.

5 4 3 2 1

4. The higher the quality of service I provide during

work, the better I feel.

5 4 3 2 1

5. I am enthusiastic about my job. 5 4 3 2 16. Encountering difficult people situations from time to

time will not cause me to be negative.

5 4 3 2 1

7. I feel good being regarded as a professional at

customer contact?

5 4 3 2 1

8. Performing a people-oriented job is both challenging

and fun.

5 4 3 2 1

9. I receive great pleasure when others compliment me

or my organizations for superior service.

5 4 3 2 1

10. Doing well in all aspects of my job is very important 5 4 3 2 1


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Customer Service Attitude Score

Above 40 excellent attitude toward yourjob

25 to 40 You seem to have somereservations that should be examined beforeyou make a career which involves customercontact

Below 25 indicates that a non-customerrelations job would probably be best for you


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The Customer

They are not dependent on us; we aredependent on them

We are not doing them a favor byproviding service; they are doing us a

favor by giving us an opportunity toserve them.


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The Customer

Customers are not outsiders to ourorganization, they are part and parcel

of it. They are not cold statistics; theyare flesh and blood, human beings with

feelings and emotions like our own.


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The Customer

Customers are not persons with whom toargue or match wits with; nobody everwins an argument with the customer.

Customers are persons who bring us theirneeds and wants. It is our job torespond to these needs and wants

profitably to them and to ourselves.


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The Customer

Customers are deserving of the mostcourteous and attentive treatment we

can give. They are the purpose of ourwork. They account for our salary;

without them our business will suffer.

Customers are the lifeblood of this andevery other organization.


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1. Establish rapport

Acknowledge the presence of customers Greet customers Make customer feel comfortable while he waits SMILE

Establish eye contact Recognize regular customers Offer to help

2. Determine the need Listen Ask questions Check for understanding

Empathize

The Customer Service Cycle


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3. Satisfy the need and exceed expectations Respond to questions Provide the service Solve the problem

Anticipate other needs and potential problems Provide alternatives and let customer choose Address concerns and objections Handle complaints Check for satisfaction and other needs Give tips or additional information



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4. Close the transaction Review agreements reached Summarize or recap transactions Provide assurance that agreements will be

fulfilled Commit to follow-through Thank the customer Bid customer goodbye Say a courteous closing remarks



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How to get the WOW from the

customer or achieve the customercycle

Review the system

Quality improvement process

Establish quality circle or group who

will look into the system


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Challenge Create Quality Circle that will lookinto the quality of the service

List possible problems commonlyencountered in your clinic Brainstorming

Survey (client feedback) Peer evaluation


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Attitudes that FACILITATE communication

Caring Warmth Respect Acceptance

Attitudes that INHIBIT communication Condescension Lack of interest Coldness


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Techniques for Therapeutic

Communication Attentive Listening

Maintaining Silence

Conveying Acceptance

Asking Related Questions, Paraphrasing,Clarifying

Stating Observation

Offering information

Using Touch


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Non-therapeutic responses orfactors inhibit communication

Failure to listenExamples: I am bored; I am not interested;

You are not important

Unwarranted ReassuranceExamples: Youll be fine; Theres nothing to

worry about

Giving an opinion, showing approval ordisapprovaloffering excessive praise; stereotyping

responses are judgmental


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Non-therapeutic responses orfactors inhibit communicationDefensive responsesClient: The food here is lousyHealth Care Provider: It is a lot better here

than other hospital, you are lucky that you arehere

Probing, Testing, and ChallengingResponsesAsking why is probingWho do you think you are testing

I feel nauseated after the red pill Surely youdont think I gave you the wrong pill

Changing the subject inappropriatelyHCP: Good morning. How are you today? Client:

Oh, I am not so good. HCP: We need to discussyour exercise


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Internal Audit

Orientation


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Documents

Customer Service Satisfaction_STATLAB 092408