Wake County EMS ACLS Advanced Customer Life Support

Wake County EMS Why do I have to know this stuff? Everybody is a Customer Good Experience – They Tell 5 people Bad Experience – 15 People EVEN IN A NO CHOICE ENVIRONMENT

Wake County EMS SEE ONE …… …… TEACH ONE! … DO ONE …

Wake County EMS Basic Adult Learning “Tell me and I forget, Show me and I remember, Involve me and I understand.” "Chinese proverb"

Wake County EMS Ground Rules 1.Our essential mission and number one priority is to deliver the best possible service to our customers 2.Always be nice--treat everyone with respect, kindness, patience, and consideration 3.Consider how you and what you are doing looks to others 4.Treat folks as you would want to be treated - Alan Brunacini

Wake County EMS What was your First Job?

Wake County EMS Who’s a Customer?  PatientINTERNAL  Employee  ManagerEXTERNAL  Nurse  Mechanic  Coworker

Wake County EMS The First 7 Seconds - WHAT you say - The WAY you say it - What they SEE Body Language Appearance Action

Wake County EMS What Are the Rules?

Wake County EMS Moments of Truth When you enter someone’s house – mind the cot! When you answer the phone – If you call a stations does it instill confidence? When shifts change – Are you respectful of your co-workers?

Wake County EMS Everybody Makes Mistakes

Wake County EMS

The Best in the Group?  FedEx  The Ritz-Carlton  Lands End  Nordstrom Department Store  Phoenix Fire Department

Wake County EMS Federal Express (FedEx)  Attention to Detail – Everything Counts  Early Use of Technology  Quick, Courteous Phone Techniques

Wake County EMS The Ritz-Carlton

Wake County EMS

The Ritz Way  Be an Ambassador  Record Guest Preferences  You discover a problem you own it - $$  All levels serve the guests

Wake County EMS Phoenix Fire Department

Wake County EMS MISSION The Phoenix Fire Department is committed to providing superior levels of quality service that exceed the public's expectations for timely and effective delivery of fire prevention, fire control, emergency medical treatment, transportation and public education.

Wake County EMS Quality will be evaluated on how well we maintain excellence in customer satisfaction, meeting the needs of our people, achieving organization goals, and creating a service culture that continuously reinforces and promotes excellence in all line and support functions.

Wake County EMS … We have become the "Agency of Last Resort" for the poor, the homeless, the destitute, the mentally, emotionally and physically challenged, the chronically ill, the indigent, the incarcerated, and the immigrant. Interpersonal awareness and sensitivity is our responsibility. Indifference or lack of empathy is a professional weakness. The public does not need one of our members to be having a "bad day" when they call us for help... they're already having one of their own.

Wake County EMS Phoenix Fire Department  Will change your tire if you are broken down  Will drive your car to the Hospital  Will make take care of pets  Encourages problem solving in the street – not mother may I

Wake County EMS MANAGEMENT AND SUPERVISORY RESPONSIBILTIES Performance standards must be in place to inspire exceptional performance rather than to accept standard performance. The supervisor sets the standards of consistent excellence/service by example.

Wake County EMS The 10 Deadly Sins 1.I don’t know 2.I don’t care 3.I can’t be bothered 4.I don’t like you 5.I know it all 6.You don’t know anything 7.We don’t like your kind 8. Don’t come back 9. I’m right and your wrong 10. Hurry up and wait

Wake County EMS What do you do?  Listen (Allow ventilation…within reason)  Make the Customer feel understood  Make the Customer feel liked  Make the Customer feel appreciated and respected  Document the complaint

Wake County EMS Rule #1 The Customers Always RIGHT Rule #2 If the Customer is ever wrong, reread Rule #1

Wake County EMS Questions?