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Wake County EMS - 2007 ACLS Advanced Customer Life Support
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Wake County EMS - 2007 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
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Wake County EMS - 2007 SEE ONE …… …… TEACH ONE! … DO ONE …
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Wake County EMS - 2007 Basic Adult Learning “Tell me and I forget, Show me and I remember, Involve me and I understand.” "Chinese proverb"
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Wake County EMS - 2007 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
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Wake County EMS - 2007 What was your First Job?
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Wake County EMS - 2007 Who’s a Customer? PatientINTERNAL Employee ManagerEXTERNAL Nurse Mechanic Coworker
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Wake County EMS - 2007 The First 7 Seconds - WHAT you say - The WAY you say it - What they SEE Body Language Appearance Action
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Wake County EMS - 2007 What Are the Rules?
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Wake County EMS - 2007 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?
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Wake County EMS - 2007 Everybody Makes Mistakes
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Wake County EMS - 2007
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The Best in the Group? FedEx The Ritz-Carlton Lands End Nordstrom Department Store Phoenix Fire Department
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Wake County EMS - 2007 Federal Express (FedEx) Attention to Detail – Everything Counts Early Use of Technology Quick, Courteous Phone Techniques
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Wake County EMS - 2007 The Ritz-Carlton
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Wake County EMS - 2007
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The Ritz Way Be an Ambassador Record Guest Preferences You discover a problem you own it - $$ All levels serve the guests
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Wake County EMS - 2007 Phoenix Fire Department http://www.ci.phoenix.az.us/FIRE/volume1.html
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Wake County EMS - 2007 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.
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Wake County EMS - 2007 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.
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Wake County EMS - 2007 … 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.
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Wake County EMS - 2007 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
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Wake County EMS - 2007 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.
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Wake County EMS - 2007 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
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Wake County EMS - 2007 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
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Wake County EMS - 2007 Rule #1 The Customers Always RIGHT Rule #2 If the Customer is ever wrong, reread Rule #1
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Wake County EMS - 2007 Questions?
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