1. CUSTOMERVIDEOSTANDARDSWHAT IS C.S. 2-1 New Employee Orientation to QI Awareness Customer Focus

2. CUSTOMERVIDEOSTANDARDSWHAT IS C.S. 3-2 Quality Improvement Pyramid Strategic Plans Leaders Trustworthy Trusting of Others Approachable, Inspiring Quality Improvement System Trained Staff Recognition Data Analysis Customer Focus Empowered StaffProblem Solving Teamwork Quality Processes Measurement Systems Vision Efficient Processes Staff Trustworthy Trusting of Others Collaborative, Committed

3. CUSTOMERVIDEOSTANDARDSWHAT IS C.S. 3-3 Agenda CUSTOMERSVIDEOSTANDARDSWHAT IS C.S. CUSTOMERS STANDARDS VIDEO WHAT IS C.S.. Quality Principles Customer Service Standards What is Customer Service?

4. CUSTOMERVIDEOSTANDARDSWHAT IS C.S. 3-4 Quality Principles Drive Customer Service CUSTOMERS Always ask the question: how am I adding value to the process? Know who your customers are – both immediate and ultimate. Know who your process partners are. Continuous process improvement We work with each other & process partners to deliver excellent service. Work Process Focus – think about your work strategically and with a broader context Prevention – thinking ahead Error Free Attitude – do it right the first time Manage by Fact – develop sound measurements

5. CUSTOMERVIDEOSTANDARDSWHAT IS C.S. 3-5 Customer Service Standards STANDARDS Standards should be specific and stated in numbers that can be measured against. For example, no caller kept on hold more than three minutes. To be effective, they must be: Meaningful - dont measure for measuring sake Must be supported by all touching the process (leaders, staff, process, partners, etc.) How do you measure your customer satisfaction?

6. CUSTOMERVIDEOSTANDARDSWHAT IS C.S. 3-6 What is Customer Service WHAT IS C.S. Two Parts to Customer Service 1. Content part – What we do Knowing our job (rules, policies, regulations) Making good decisions (seeing the big picture) Following through Paying attention to details 2. People part – How we do it Caring about our customer Listening to needs Dealing with feelings * Interesting Questions: Is good customer service a skill or an attitude? Does customer service standards change over time?

7. CUSTOMERVIDEOSTANDARDSWHAT IS C.S. How do you handle angry customers? Take a deep breath to calm your self Focus on the facts Empathize with the customers What would you do? Customers are not always right, but let them be wrong with dignity Disney Corporation What is Customer Service WHAT IS C.S.

8. CUSTOMERVIDEOSTANDARDSWHAT IS C.S. 3-8 What is Customer Service Five Key Elements of Customer Service Responsiveness – Acting promptly Reliability – Acting / completing as promised Assurance – Acting knowledgeably Empathy – Acting with care and understanding Tangibles – Acting in a presentable environment WHAT IS C.S.

9. CUSTOMERVIDEOSTANDARDSWHAT IS C.S. 3-9 What is Customer Service Five Key Elements of Customer Service Responsiveness – Acting promptly Setting and meeting deadlines Timeliness and promptness Replying to all phone calls and e-mails Acknowledging customers Being flexible Reliability – Acting / completing as promised Keeping promises Being dependable Being honest Being accurate and efficient Being accessible Ask for help from co-workers WHAT IS C.S.

10. CUSTOMERVIDEOSTANDARDSWHAT IS C.S. 3-10 What is Customer Service Five Key Elements of Customer Service (contd) Assurance – Acting knowledgeably Knowing ones job Knowing where to find information Knowing how the organization works Knowing how to problem solve Knowing how to listen Empathy – Acting with care and understanding Treating customers as individuals, not as a number No criticism or judgment Caring Empathy is NOT sympathy Tangibles – Acting in a presentable environment Anything we can see, touch, hear, or smell Physical appearance Tone of voice Facial expressions Non-verbal cues WHAT IS C.S.

11. CUSTOMERVIDEOSTANDARDSWHAT IS C.S. 3-11 FISH Video VIDEO Video time!

12. CUSTOMERVIDEOSTANDARDSWHAT IS C.S. 3-12 FISH Video Table Discussion Based on the FISH qualities: (a) Play (b) Be there (c) Make their day (d) Choose your attitude Discuss: (a) How can YOU do this on your job? (b) What could your unit/department do? (c) Scribe the ideas (d) What is happening now? VIDEO

13. CUSTOMERVIDEOSTANDARDSWHAT IS C.S. 3-13 Quick Quote The customer is not an interruption of our work, they are the purpose of our work. - Anonymous