1. Harnessing a Customer Customer Minded Workforce

2. Customer Service Challenge your paradigm of customer service... Foster a culture of customer service excellence

3. Customer Service Excellence Customer Any person needing any service from any employee at anytime. Service Work, information and assistance which fulfills the customers need(s). Excellence Consistently meeting and often surpassing the customers expectations in the provision of services.

4. Customer Service Excellence Model

5. Personal Accountability

6. Who made that mistake again? When am I going to get the training I need? Thats not my job! Why do I have to sit through this training?

7. Personal Accountability NegativityTension Create fear - eggshells Build walls between customers

8. Personal Accountability Accountable questions: Begin with what or how Begin with what or how not why, when or who Contain an I Contain an I not they, them, we or you Focus on solutions not problems Focus on solutions not problems

9. Personal Accountability How can I improve the situation? What solution can I provide? How can I do my job better today, with the resources I do have? What can I take away from this training?

10. Personal Accountability Improving processes Enhancing interpersonal interactions

11. Professional Communication VerbalNon-verbal

12. Prompt Respectful & Polite Appropriate volume Use the customers name Use positive words Give customer control by creating options Avoid cant and policy

13. Professional Communication Situation: caller wants confidential information Situation: caller wants confidential information Avoid: we cant give you that information, our policy is to only release that information if we have a signed release. Avoid: we cant give you that information, our policy is to only release that information if we have a signed release. Try: the way we prevent our patients confidentiality is by releasing that information only with a release form signed by the patient. Try: the way we prevent our patients confidentiality is by releasing that information only with a release form signed by the patient.

14. Professional Communication What you do speaks so loudly, I cannot hear what you say. - Ralph Waldo Emerson

15. Professional Communication Eye Contact Smile Personal Appearance Work Area Open, friendly and focused body language Sincere and enthusiastic tone of voice

16. Platinum Rule Prioritize Prioritize people over tasks Prioritize people over tasks Prioritize patients first Prioritize patients first Make people feel important Make people feel important

17. Platinum Rule Empathy The ability to identify the feelings and perspectives of others Listen to verbal and non-verbal cues Listen to verbal and non-verbal cues Recognize your customers circumstances Recognize your customers circumstances Ask pertinent questions Ask pertinent questions

18. Platinum Rule Respect Each customer has an unique character Each customer has an unique character Appreciate their individuality and differences Appreciate their individuality and differences Respect makes others feel important Respect makes others feel important

19. If you are going to achieve excellence in big things, you develop the habit in little matters. Excellence is not an exception, it is a prevailing attitude. Colin Powell