1. EFFECTIVE COMMUNICATION TRIAGE LOGIC TRAINING 2013

2. We can all learn from each other. We all have our idea’s about what it takes to give and receive “excellent customer service”. It may sound simple- “ Just give the customer what he/she wants” but we all know it is more complicated than that. Through out this presentation are inserts straight from the nurses that work in tele-triage. We can all learn from each other!

3. Goal of Customer Service At PhoneRN the goal of excellent customer service is: The nurse will be able to provide excellent customer service for patients, families, and co-workers while maintaining a professional and caring attitude.

4. Good Vs. Excellent Good customer service meets a customer’s needs and fulfills the customer’s expectations. Excellent customer service exceeds the customer’s expectations.

5. What nurses say… Always having a smile and talking in a supportive tone and a caring voice that can give reassurance. Even with an angry caller if you don’t change your tone and you allow them to speak and vent and tell them you will help to solve any issue, they are usually willing to accept the help. Going that extra step to do something you don’t necessarily have to in order to help.

6. Who Are Our Customers? Internal Customers: Our Co-Workers, physicians, Answering Service External Customers: Patients, families, pharmacists, laboratories, nurseries.. In a nut shell: anyone on the other end of the phone.

7. Straight from a nurse! What it takes to give/receive “Excellent Customer Service” “ Provide exceptional service to customers by being a good communicator, listener, and being eager to provide best knowledge of the service or product you are offering. ”

8. Our Callers Are… Our callers are dependent on us – But we are also dependent on them. Our Callers are not an interruption of our work – but are the purpose of it. Our Callers do us a favor when they call our Triage Line– we are not doing the patient a favor by assisting them. Our Caller is not a diagnostic label – he or she is a whole person with feelings. Our Callers are not people to argue with, order around or patronize. Our Callers are deserving of the most courteous and attentive treatment we can give. Our Callers are the people who makes it possible to pay our salary. Adapted from the American Hospital Association-society for Healthcare Consumer Advocacy

9. More from triage nurses… When you take the time to listen it shows the customer that you care about them..

10. It’s all in the voice We have all heard the saying “it is not what you say, but how you say it”. This is most true when you are talking to a patient over the phone. They are not able to “see” your expressions and you can not “show” them empathy by touching their arm or holding their hands. Therefore your voice and your words are the only things the caller has to focus on.

11. SPEAK THE CUSTOMERS LANGUAGE Avoid using words and expressions familiar only to those who work in your organization or in health care. Translate medical terms so that the customer can understand. Your purpose is to communicate, not to show off your knowledge.

12. SAY IT WITH RESPECT Your telephone manner should show callers that you consider them worthy of respect and courtesy. Be sure to control the volume of your voice, choose words that are meaningful to your listener and speak in a friendly and respectful tone.

13. Nurses care~ “Give the caller your complete attention and try to be as accommodating at possible. Offer alternatives if their request is not possible.”

14. Stumbling Blocks When You Say… Customer Hears… Instead try… “I can’t do it/that “ Why? Why Not? “Lets see what we/I can do”. or “That is a good question, lets see what we can do” (Then find an alternative solution)

15. More Stumbling Blocks… When You say… Customer thinks… Try saying.. “I know what you are saying but this is the process we have to follow. “ “I don’t care about your process this is what I need” I hear what you are saying, I’m sure there is a way to solve that issue tonight. “I Don’t Know “ “Well who does Know“ or “Don't you know your business?” “That is a great question, let me check and find out”

16. And more stumbling blocks When You say.. Customer thinks… Try saying… “You’ll have to ““Don’t tell me what I have to do” Soften the request with phrases like, “Here’s how I/we can help you with that. “The next time that happens here’s what we can do.” “Just a second ““My time is valuable” “This is rude" They aren’t very helpful” “It will take me two to three minutes (or however long it will really take; be as accurate as you can) to get that. Are you able to hold/wait while I check or would you like me to call you back once I have the information?”

17. EQUALITY Respect callers. Show a willingness to mutually define and solve the problem. “I can give you a hand with this” “We can work on this”. Avoid using your medical knowledge to manipulate.

18. GENUINESNESS Be honest, warm, and straightforward. The ability to recognize and handle their own feelings, to accept differing values, and to know and accept their own limitations are qualities that help nurses to provide an atmosphere that supports callers.

19. UNDERSTAND THE CALLERS POINT OF VIEW Try to put yourself in the caller’s shoes an imagine how you would feel if you were in the same situation. Develop an appreciation for the caller’s problems.

20. Work to Defuse a Callers Concerns… Acknowledge the customer’s concern Listen attentively; don’t become defensive Ask questions to clarify Allow the customer to define their concern and suggest a solution Resolve the concern quickly Obtain assistance from the management team, supervisors, or patient rep. if needed. Keep promises!

21. What another Triage Nurse thinks… “Customer Service means that the person feels like they are important and that every thing that can be done for them is being done; And that in the end their concerns were heard and their needs were met.”

22. How to Create Positive Co-Worker Relationships in Healthcare Respect people’s differences Think positively Acknowledge your co-workers Listen Appreciate each other Pitch in and help out Respect people’s time and priorities Admit your mistakes

23. 13 tips to Excellent Customer Service Break the ice-”smile when you talk” Notice when someone sounds confused and offer to clarify Use courtesy & consideration Keep people informed (don’t leave long “silences”) Anticipate the callers needs Respond quickly Maintain the callers/patients’ privacy Handle all callers with care Maintain dignity (yours and the callers) Treat patients with age-specific care Listen first & act second Help each other Keep it quiet – Remember HIPAA Privacy!

24. Triage nurses say…. Communication (is key to good customer service), keeping the patient informed. If they have to wait a long time for something they are more apt to wait patiently if they get a courtesy update frequently.

25. What triage nurses have to say… “Listen-Let the caller/patient talk or vent; then paraphrase what you heard to make sure you understood their question/concern.”

26. LISTEN Listening on the telephone does not mean sitting passively while the caller talks, Rather, you should listen with your mind, looking for paths that may lead to problem solving. Listening, also means helping callers to communicate by asking apt and timely questions so that they can tell their stories fully. Listening is a skill that is not easy to master.

27. ATTENTIVENESS Let the caller know you are listening by making appropriate responses. “Oh” “hmmm” and “uh-huh” work well. Respond early and genuinely. Stay alert during the conversation.

28. More from triage nurses… “To provide the caller with thorough home care or options to get patient care in a professional, respectful, and empathetic manner.”

29. SAY IT WITH RESPECT Your telephone manner should show callers that you consider them worthy of respect and courtesy. Be sure to control the volume of your voice, choose words that are meaningful to your listener and speak in a friendly and respectful tone.

30. Triage Logic nurses care… “Talk to callers in a caring tone.”

31. MAKE THE CALLER FEEL IMPORTANT Sure, you speak to lots of customers in any working day, but each customer speaks with you only once. Make each customer feel important.

32. Keeping it simple Sometimes a simple apology is all that is needed. “ I am sorry that you had that experience. Let me see what I can do to help you” Source: American Hospital Assoc. Society for Healthcare Consumer Advocacy

33. More from triage nurses… Great customer service is leaving the caller feeling great about our company by providing friendly, empathetic, informative, caring and professional nursing advice and education.

34. BE HONEST WITH YOURSELF It may be okay to bluff in poker, but it’s not okay in customer service. When you don’t have the information needed, don’t fake it! Refer the caller to someone who does have the information. Or, better yet, offer to find the answer yourself and call back. Your customer will remember that you cared!

35. What Customers REALLY want Their needs and expectations met To be given what they were promised Your knowledgeable assistance Your prompt, willing attention For you to be polite, interested, and respectful

36. CLOSE THE CONVERSATION CORDIALLY. The way you can close your telephone conversation should leave a cordial long and lasting-impression. “Thank you for calling” leaves the caller feeling welcome to call again. Always let the caller hang up first. Otherwise, the caller may feel that he or she has been cut off.

37. To Sum It All Up…. “ Do unto others as you would have them do unto you.” Golden Rule

38. Daily Menu- It’s up to you! Don’t let anyone else decide for you!! SMILE WHEN YOU TALK