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Understanding the Customer. Review of Course Themes. Week 1. In week 1 , you were introduced to the definition of Customer Service …according to the author of the textbook, Timm R. Paul
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Understanding the Customer Review of Course Themes
Week 1 • In week 1, you were introduced to the definition of Customer Service…according to the author of the textbook, Timm R. Paul • CUSTOMER SERVICE…should be as routine as paying your bills or ordering office supplies. It doesn’t have to be elaborate to be impressive. Often it’s the small things that customers remember: a phone call returned on time, a card to mark a special occasion, a thank you note or a gift. • REVISITING QUESTIONS • At the end of the course…do you agree with the above definition? Has your opinions about customer service changed? • Would you change YOUR definition of a customer? • We asked the question is the customer always right?—What is your answer now?
Week 2—Who is the Customer • WHO IS THE CUSTOMER • Why does good customer service matter? • Who is the healthcare customer? • Definition of what a customer is…something to do with value? • Internal customers, external customers, inter-professional customers, who are they? • What is teamwork…why is it necessary and how can you successfully work in a team?
Week 3—Understanding how behaviors and personality influence customer service • Rules of communication, what are they and what do they mean? • What are various individual behaviours that will engage and please our clients • Name 5, why would you use them? • What are various organizational behaviours that convey a customer-centered organization? • Name 3, why would you use them? • Why are first impressions so important in a healthcare facility? • What are the four different types of communication styles—which style is the BEST way to communicate?
Week 4—Understanding the importance of listening and great communication to promote excellent customer service • Why do we need to always practice listening? • What is the problem with listening? What is the cocktail party effect? • Name three Bad Listening Habits • Name one Environmental and one Interactional elements that affect listening? • How can you take steps to improve your listening?
Week 5—The effects of the Internet on Customer Service • UNDERSTANDING THE CHANGING ROLE OF THE INTERNET AND HOW IT IS AFFECTING THE WAY THAT WE INTERACT WITH CUSTOMERS • Basic vs. an Interactive website—what is the difference? • What should a healthcare website contain to make it client friendly and functional? • How can we use Social Networking sites and Internet and technological communication to provide better customer service?
Week 5—Diversity and the Customer (internal and external) • Diversity—what does discrimination look like? • Diversity in healthcare—why is it important to have an open mind • Diversity in a healthcare team—what does that look like? • What steps can we take to begin to enjoy diversity?