CUSTOMER RELATIONS: A Compelling Element for Hospital Pharmacy Service DNA December 10, 2010 Medical City

What is Customer Service? It is about treating others as you would like to be treated yourself. Taking care of your customers, their needs and desires in a professional and courteous manner.

Why Is Customer Service Important? As customers we all want to be treated well and to enjoy that friendly service we all deserve. Therefore, when you deal with the public for a living and depend on their generosity to support you and your family, then you should treat them really well !

Do You Know Why They Leave? 1%1%die 3%3%move away 5%5% develop other relationships 9%9% leave for competitive reasons 14 % are dissatisfied with product or service 68 % leave because of rude or discourteous service people

Facts about Customer Service… 96% of unhappy guests never let the establishment know that they are unhappy; For every complaint received, there are actually 26 guests with problems, 6 of which are serious;

A guest who complains but has it resolved tells about the treatment he received; A business will spend 5 times as much to acquire a new guest as it does to service an existing one.

Common Excuses for Service Lapses: I don’t have enough time; I don’t get paid to be nice; How can we do a good job if computer is always down; I can’t deal with people who do not show respect;

How can we do a good job if other departments do not provide the back-up we need; I am having a bad day; People are basically stupid; I am always too busy.

Competencie s

PASSION FOR WORK Loving and liking what you do

SMILE FOR EVERYONE Not something to be asked for

HUMAN CARING AND RELATIONSHIP It matters a lot

Patch Adams the movie

Quotes from the movie “Our job is not delaying death, but improving the quality of life.” “You treat a disease, you win, you loose. You treat a person, I guarantee you, you’ll win, no matter what the outcome.”

What’s wrong with death? What are we so mortally afraid of? Why can’t we treat death with a certain amount of humanity and dignity, and decency, and God forbid, maybe even humor. Death is not the enemy. If we’re going to fight disease, let’s fight one of the most terrible diseases of all … Indifference ! Hunter Patch Adams

PROJECTING PROFESSIONALISM Developing Good Communications Skills Developing Poise and Proper Posture

…words, voice, and body language matters… Good morning ma’am, how may I help you. Thank you for waiting ma’am, here’s your order. I’m sorry to keep you waiting sir. You gave me PhP 500 sir, your change is PhP 120. I’m sorry ma’am but my change lacks five centavos, hope you don’t mind.

… your physical projection counts… Proper grooming Proper dressing Prim poise and posture

passion for work smile for everyone human caring & relationship projecting professionalism The D N A make-up

I am the customer and all I want from you is to… … Greet me … Value Me … Help me … Listen to me … Invite me back !!!

Why Customer Service? …So that customers will keep on coming back…

…So that business will be sustained…

…So that we stay employed !!! … most of all …