The Customer Experience VA Northern California Health Care System Kevin Kasnick Copyright 2015 1-25-11

The Customer Experience Essentials Collaboration Communication Care Coordination

It’s All About … Providing outstanding service to your customer and creating a memorable experience for them You - 1) Your interactions with others and 2) You Make a Difference! Don’t Forget That!

Service Excellence Research Twenty-thousand “one time only” consumers (non-health care) mentioned the following reasons for not returning…

Service Excellence Research 1% - Died 3% - Moved 5% - Friendship 9% - Competition 14% - Product Dissatisfaction 68% - Attitude of the Employees

Attitude Power Have You Met…?

Attitude You Make a Difference Your Customer Deserves Great Service: why is this true? Act As If …(Praxis) Thank You List/No Complaining Let It Go

Attitude 1-2 People to Confide In Avoid the Negative Talk/People Use Positive Words & Phases Don’t Personalize Problems: Q-tip ‘em! Apply Excellence To Your Attitude!

Empathy E - Engage, Eliminate Distractions, Eye Contact M - Manage Your Face Muscles P - Posture, Body Language, 60 Second Connect A – Affect, Ask, Attitude: No Judgment T - Tone of Voice, Time H - Hear, not just words, but the Veteran’s context Y – Your Response, You! Empathy is a key predictor of patient satisfaction

Behaviors How We act toward Each Other & Our Customer

What Goes Into Great Service? Customer Front Line Staff Management

What Do You Think About … Starbucks DMV Walmart McDonald’s Your Company or Agency Who is defining who you are? If we don’t, someone else will!

Service Excellence Research An unhappy customer remembers a negative incident for 23 years and complains about it for up to 18 months. Unhappy customers may tell 5-16 people about their bad experience.

Service Excellence Research If it was perceived to have been a really bad experience, those 5-16 people will each tell 5 more people. This is the power of Word of Mouth advertising.

Communication and Connection

Non-Customer Centered Messages You’re right, this stinks. The Policy says … We’re short of staff That’s not my job Want to speak with ??? Others?

Patient Centered Messages My pleasure, Glad to help What I can do is … Good Morning, I’m … Thank you for choosing us! Others?

Customer Service Research In an interpersonal interaction, this is how you are judged: 55% - Body Language 38% - Tone of Voice 7% - Words Dr. Albert Meharbian, UCLA 1-25-11

Customer Service Research On the phone, this is how you are judged: 80% - Tone of Voice 20% - Words People can hear your smile on the phone!

You Make A Difference! Kevin Kasnick VA Northern California Health Care System https://www.linkedin.com/in/kevin-kasnick-898a5911/ 1-25-11