© Copyright Pathways Inc. All rights reserved. Customer Service Training 1

© Copyright Pathways Inc. All rights reserved. 2

3 Agenda Customer Service Trivia Importance of Customer Service Principles of Effective Customer Service Dealing with Challenging Customer Service Situations C.A.R.E. Philosophy and Customer Service

© Copyright Pathways Inc. All rights reserved. Customer Service Trivia 4

© Copyright Pathways Inc. All rights reserved. 5 Trivia Game How many people does the average person tell when they receive good customer service? A. 5-8 B C D

© Copyright Pathways Inc. All rights reserved. 6 Trivia Game How many people does the average person tell when they receive good customer service? B. 9-12

© Copyright Pathways Inc. All rights reserved. Trivia Game How many people does the average person tell when they receive poor customer service? A. 10 B. 15 C. 20 D. 25

© Copyright Pathways Inc. All rights reserved. 8 Trivia Game How many people does the average person tell when they receive poor customer service? C. 20

© Copyright Pathways Inc. All rights reserved. Trivia Game What % of customers will pay more for a good customer service experience? A. 20% B. 40% C. 60% D. 80%

© Copyright Pathways Inc. All rights reserved. Trivia Game What % of customers will pay more for a good customer service experience? C. 60% Source: Harris Interactive, Customer Experience Impact Report

© Copyright Pathways Inc. All rights reserved. Trivia Game For every customer complaint, there are __ other customers who have remained silent. A. 8 B. 26 C. 10 D. 16

© Copyright Pathways Inc. All rights reserved. Trivia Game For every customer complaint, there are __ other customers who have remained silent. B. 26 Source: Lee Resource Inc

© Copyright Pathways Inc. All rights reserved. Trivia Game It takes __ positive service experiences to make up for one negative experience. A. 8 B. 5 C. 12 D. 10

© Copyright Pathways Inc. All rights reserved. Trivia Game It takes __ positive service experiences to make up for one negative experience. C. 12 Source: Lee Resource Inc

© Copyright Pathways Inc. All rights reserved. Trivia Game What percentage of clients believe that home health care providers always listen carefully to them? A. 56% B. 66% C. 76% D. 86%

© Copyright Pathways Inc. All rights reserved. Trivia Game What percentage of clients believe that home health care providers always listen carefully to them? C. 76%

© Copyright Pathways Inc. All rights reserved. Trivia Game What percentage of clients believe that their home health care provider always treats them with courtesy and respect? A. 62% B. 72% C. 82% D. 92%

© Copyright Pathways Inc. All rights reserved. Trivia Game What percentage of clients believe that their home health care provider always treat them with courtesy and respect? C. 82%

© Copyright Pathways Inc. All rights reserved. Trivia Game What percentage of personnel always arrive on time for a client visit? A. 50% B. 60% C. 70% D. 80%

© Copyright Pathways Inc. All rights reserved. Trivia Game What percentage of personnel always arrive on time for a client visit ? C. 70%

© Copyright Pathways Inc. All rights reserved. Trivia Game How many clients would definitely recommend us to their family or friends if they needed home health care? A. 50% B. 60% C. 70% D. 80%

© Copyright Pathways Inc. All rights reserved. Trivia Game How many clients would definitely recommend us to their family or friends if they needed home health care? D. 80%

© Copyright Pathways Inc. All rights reserved. Trivia Game How many clients would rate the service provided by Cbi as very good? A. 10% B. 15% C. 20% D. 25%

© Copyright Pathways Inc. All rights reserved. Trivia Game How many clients would rate the service provided by CBI as very good? B. 15%

© Copyright Pathways Inc. All rights reserved. Trivia Game How many clients would rate the service provided by CBI as excellent? A. 25% B. 55% C. 40% D. 65%

© Copyright Pathways Inc. All rights reserved. Trivia Game How many clients would rate the service provided by CBI as excellent? D. 65%

© Copyright Pathways Inc. All rights reserved. Trivia Game What were the most important things that clients indicated could be done to improve the quality of service we offer? A. Understand my needs and service plan. B. Be here on time and when you are supposed to be. C. Please don’t have so many different workers come in. D. Please take time to explain things to me. E. A and B F. C and D G. All of the above

© Copyright Pathways Inc. All rights reserved. Trivia Game What is the most important thing that clients indicated could be done to improve the quality of service we offer? G. All of the above

© Copyright Pathways Inc. All rights reserved. Customer Service 29

© Copyright Pathways Inc. All rights reserved. What is Customer Service? 30 Discuss with your group, what is customer service? Document your thoughts on page 3 in your Participant Guide.

© Copyright Pathways Inc. All rights reserved. What is Customer Service? 31 Customer service is a series of activities designed to enhance the level of customer satisfaction that a client experiences. It should leave clients with the feeling that the service has delivered exactly what a client is expecting. Good customer service should leave the client with the feeling that they want to do business with you again.

© Copyright Pathways Inc. All rights reserved. Your Clients 32

© Copyright Pathways Inc. All rights reserved. 33 Who Are Your Customers/Clients? Work in small groups and document on flip chart paper all of the different customer/client groups that you have here at CBI.

© Copyright Pathways Inc. All rights reserved. 34 Internal Customer Service If you’re not providing good customer service to your fellow employees, there will be a ripple effect to your external client. Commitment to internal customer service should match the commitment to external client care.

© Copyright Pathways Inc. All rights reserved. 35 Internal Customer Service In small groups, outline recommendations that you have to strengthen internal employee customer service.

© Copyright Pathways Inc. All rights reserved Tips for Strengthening Internal Customer Service 1. Employees should never complain to clients or within earshot of clients. It gives them the impression your company isn't well run, shaking their confidence in you. 2. Employees should never complain to clients about other CBI employees. Who wants to patronize a company whose people don't get along with each other. 3. Employees at every level should strive to build bridges between departments. This can be done through cross training, joint picnics, parties or offsites, or creative gatherings, as well as day-to-day niceties.

© Copyright Pathways Inc. All rights reserved Tips for Strengthening Internal Customer Service 4. Consider becoming “clients" to experience firsthand what your clients experience when interacting with you. This can be done through role play or case studies.* *From: Craig Harrison’s Turning Customers Service Inside Out

© Copyright Pathways Inc. All rights reserved. 38 Effective Customer Service Principles 1. Responsive Service (Be on time) 2. Effective Listening Skills (Be a great listener) 3. Effective Questioning (Ask questions to learn about the client) 4. Empathizing (Acknowledge the client’s feelings) 5. Taking Ownership (Fix the problem) 6. The Power of Appreciation (Thank the client)

© Copyright Pathways Inc. All rights reserved Responsive Service Clients expect knowledgeable service staff with the ability to deliver the answers. Clients don’t want to wait for service. They want their health care professional to arrive on time.

© Copyright Pathways Inc. All rights reserved Effective Listening Skills Listening means actively seeking to understand. Give complete attention! Don't multi-task Don't "half-listen". Confirm your understanding. Listening to the hidden message (what they want, but may not be expressing). Effective listening leaves the client and their family members with the feeling of being heard and confident that you will be able to assist them with their requirements.

© Copyright Pathways Inc. All rights reserved Effective Listening Skills Effective listening is particularly important as it is one of the questions being asked when Customer Satisfaction Surveys are being done. Discuss with your group, what can you do to improve how you listen to your clients? How can you assess if it working and if your client’s and family members feel like you are truly listening to their needs?

© Copyright Pathways Inc. All rights reserved Effective Questioning Call the client by name (i.e. Mrs. Smith). Personalize the conversation and establish a relationship. Ask probing open-ended questions when you arrive at a client’s house like: – “How are you doing today?” or “How may I help you today?” When you leave don’t forget to ask “Is there anything else I can do for you today?”

© Copyright Pathways Inc. All rights reserved Empathizing Create positive connection with your client and let them know that you care about how they feel. Use responses such as, "I can appreciate how this situation can be frustrating”. “I am so sorry to hear that happened.” “…Now that I better understand your needs, I feel more comfortable asking you some specific questions that will help me better determine the best option for you”.

© Copyright Pathways Inc. All rights reserved Taking Ownership Assure the client that you can help, but only if you can. Deliver what you say you will deliver! Review the care plan with your client. Highlight areas that might be confusing. It is always better to address potential questions before they become issues later. Do not make promises that you cannot keep!

© Copyright Pathways Inc. All rights reserved The Power of Appreciation Thank the client and their family! Remember the customer always has choices.

© Copyright Pathways Inc. All rights reserved. 46 Case Studies Review each case study. With your group, document what you would do to resolve situation if you were the person in the scenario. Keep in mind the principles of customer service that you just learned about.

© Copyright Pathways Inc. All rights reserved. 47 Principles of Effective Customer Service for Challenging Situations 1. Responsive Service 2. Effective Listening Skills 3. Empathizing 4. Effective Questioning 5. Taking Ownership 6. The Power of Appreciation

© Copyright Pathways Inc. All rights reserved Responsive Service Clients expect knowledgeable service staff and speedy issue resolution when something goes wrong for them. Angry, upset, or disgruntled clients do not want to have to wait for a situation to be fixed – they want immediate engagement and action!

© Copyright Pathways Inc. All rights reserved Effective Listening Skills Listen to understand rather than simply hearing. Give your complete attention. Don't multi-task. Don't "half-listen". Confirm your understanding of the situation. Listen for hidden message (what they want, but may not be expressing) occurs frequently when customer is angry about their experience. Effective listening leaves clients feeling heard and confident that both you and your organization will deal with, and fix their problem.

© Copyright Pathways Inc. All rights reserved Empathizing Don't interrupt, explain, defend or justify. Avoid saying “I know how you feel.” You don’t! Remain calm and appreciate whatever inconvenience and frustration has led to the situation. Disarm the situation by listening, empathizing and paying attention. Maintain eye contact. Be confident of your expertise and your ability to resolve the situation.

© Copyright Pathways Inc. All rights reserved Effective Questioning Ask questions carefully and non-judgementally. Call the client by name - it makes it harder for clients to attack you or remain intently angry. Ask them to walk you through situation. Use open-ended questions to help the client express anger or frustration. Select key word in the complaint & restate issue as question, “So you say that you were disappointed with the service you received from the previous PSW?”

© Copyright Pathways Inc. All rights reserved Taking Ownership Apologize and mean it! Assure the client you will do your best to fix the problem, but don’t make promises that you cannot keep. Ask them, “how can you make things right?” or “what do you think would be fair?” Remember most clients are reasonable people, looking for a reasonable solution and sense that you genuinely appreciate their displeasure.

© Copyright Pathways Inc. All rights reserved The Power of Appreciation Thank them! Without direct feedback organizations have no idea if they are delivering the experience their clients want. When clients inform an organization that they have failed they are offering priceless information on how to improve. It's a rare client who will take the time & effort to offer feedback.

© Copyright Pathways Inc. All rights reserved. 54 LearningTransfer Activity Each person will take turns assuming the following roles: – Employee – Client – Observer

© Copyright Pathways Inc. All rights reserved. CompassionAccountabilityRespect Excellence C.A.R.E Philosophy CARE Philosophy Compassion Build trust with clients and employees Listen to clients and employees Be patient Be professional Accountability Deliver on time (on budget) Listen effectively Gather information Respect Be credible and trustworthy Communicate clearly and honestly Excellence Go above and beyond in everything you do Exceptional service delivery What do you notice about the C.A.R.E. philosophy and the principles of customer service you have learned about in this course?

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1. How can we ensure that clients always believe that we are listening carefully to them? 2. How can we ensure that clients are always informed about when a field staff will arrive for a client visit? 3. What should be done if a field staff is going to be late for a client visit? How can we ensure that a client’s perception of CBI is not negatively impacted if we are late? 4. How can we ensure clients believe that their home health care providers always treat them with courtesy and respect?

© Copyright Pathways Inc. All rights reserved. 5. How can we ensure we arrive on time for customer visits? 6. How can we ensure clients and their family’s recommend CBI to others who need home health care services? 7. What can we do to ensure that our clients rate the service we provide as excellent?

© Copyright Pathways Inc. All rights reserved. 59 Action Plan Document one thing you will do differently, based on what you learned today (page 12 in your Participants Guide).

© Copyright Pathways Inc. All rights reserved. 60 Client Juggling Act