Extraordinary Customer Service “Transforming Conflict into Cooperation”

1. Extraordinary Customer Service “Transforming Conflict into Cooperation”

2. “When you truly serve people, instead of merely doing a job, you connect with them.

3. “Service is not only an offering of time, but also the personal, emotional effort to do what is necessary for the complete healing of the patient.”

4. Program Principles • You can only extend extraordinary service to the degree that you are being extraordinary in life. • Your true Self wants to connect and contribute - your ego wants to separate and ‘play small’

5. Program Principles • Our Ego’s love to dominate, avoid domination & be RIGHT. Transcending this limitation will transform your life, the quality of your communications and your capacity to be of service. • Living a life of extraordinary service requiresongoing practice & support.

6. “While we have been miraculously connecting electronically over the past 15 years, we have also quietly and unintentionally been disconnecting interpersonally.”

7. Personal disconnection

8. Our ‘Ordinary’ Listening & Listening Habits

9. The habit ofinterpreting

10. The Habit of Aggression

11. The habit of listening to others like ‘noise’ What is the noise Wally’s referring to?

12. Ordinary ListeningHow do we ordinarily listen? • opinions, like, don’t like, judge, evaluate, good, bad, • complaint, argue, • defend, justify • skeptical, cynical, • negative, positive • it won't last, too good • blame, victim • personal agenda-what I want • feelings

13. Ordinary Listening • opinions, like, don’t like, judge, evaluate, good, bad, victim • complain, argue, • defend, justify • skeptical, cynical, • negative, positive • it won't last, too good • Blame, victim • Personal agenda-I • Feelings, I want what I want • Personal agenda • feelings/wants • Truth/believe/pretend/avoid • Tips/answers/hurry up & get to it • Gender/culture/family

14. More Ordinary Listening • opinions, like, don’t like, judge, evaluate, complain, argue, good, bad, victim • Defend, skeptical, cynical, negative, • it won't last, blame, victim • pinions, like, don’t like, judge, evaluate, good, bad, victim • complain, argue, • defend, justify • skeptical, cynical, • negative, positive • it won't last, too good • Blame, victim • Personal agenda • Feelings, wants, expectations • Truth, believe, pretend, avoid • Tips, answers, hurry up & get to it • Gender, culture, family, political • Meaning, understand, explain • Convince, persuade, sell • How life should be • What I already know • Being Right; ‘don’t you know who I think I am?!’

15. ‘No, I really am listening; I’m really am open’ Opinions/like/don’t like/judge/ evaluate/complaints/argue/defend/ skeptical/cynical/negative/it won’t last Truth/believe it/convince/ persuade Everything has meaning/it’s personal Tips/answers/hurry up & get to it Gender/culture/family Good/bad Understand/explain How life should be What we already know Opinions/like/don’t like/judge/ evaluate/complaints/argue/defend/ skeptical/cynical/negative/it won’t last/blame/victim/personal agenda/Good/bad/feelings/wants Truth/believe/pretend/ Tips/answers/hurry up & get to it Gender/culture/family/meaning Understand/explain/convince/ persuade/sell How life should be/should not be What we already know/past Opinions/like/don’t like/judge/ evaluate/complaints/argue/defend/ skeptical/cynical/negative/it won’t last/blame/victim/personal agenda/Good/bad/feelings/wants Truth/believe/pretend/ Tips/answers/hurry up & get to it Gender/culture/family/meaning Understand/explain/convince/ persuade/sell How life should be/should not be What we already know/past

16. What ‘flavor’ are you? • I’m a ‘should’ • I’m a ‘know it all’ • I’m a ‘hurry up & get to it’ • I’m a ‘what’s wrong with them’ • I’m a ‘It’s not me, it’s them; victim • I’m a nice person (but if thoughts could kill there would be dead people around you!)

17. Being aware of our ‘ordinary listening’ is a necessary step to bringing forth extraordinary communication & service

18. Practices Take what you get & transform it. Listen like a ‘peacock’. When people complain (including you) listen for the commitments behind the complaints. Work on addressing the concerns in the background. Bring Compassion: Listen as if what they are saying is either something you have said, could say, or imagine yourself saying.

19. Practices • 4. Be willing to give up being right (for being extraordinary- even when you know you are right!) • 5. Practice being generous with your listening, work on expanding your capacity to be present • 6. Be a role model for your children, spouse, and the people you care about most- practice everywhere!

20. Speech Habits The way we speak has an impact on our performance and the quality of our relationships. The way we speak can enhance or diminish our performance and our experience at work and in life!

21. Speech Habits What are some of your speech habits? How do your speech habits impact others? What is the impact on you?

22. The First Word, The Search for the Origins of Language Christine Kenneally “Because language does not mimic the world you can do things with it that are impossible under the laws of physics. You can create. Destroy. Rearrange. Shove words around however you like. You can make up stories about things that never happened to people who never existed.”

23. The First Word, The Search for the Origins of Language Christine Kenneally “The creation of the net was an awesome leap in technological evolution. Yet for all it offers, it is the merest shadow of something much larger and much older. Language is the real information highway, the first virtual world. Language is the worldwide web, and everyone is logged on.”

24. ‘Your ‘declaration’ of service’ Create a statement (accountability) that expresses your commitment to service. See if you get your SELF expressed in the statement. When you do it will ‘light’ you up!

25. “I see each and every customer as an extension of myself…I promise to be extraordinary because I said so!” “I give up now and forever the right to complain about work. I choose my job completely!” “My life is fully reflected in everything I do. You can count on me to be work on being self aware, and wow my customers with extraordinary service!”

26. Applying the principles & tools Practice by being aware of your ordinary listening; listen for cooperation, connection and fulfillment. Practice speaking from your newly created declaration to extraordinary service

27. Role Play #1 • Get a partner • Pick an “A” and a “B” • Role Play & Practice 1 • A’s – you are the impatient patient • B’s – you are the staff member. Your job is to resist and say everything and anything that comes to mind. DON’T Hold back! • Now Switch Roles • Role Play & Practice 2

28. Role Play #2 • Get a partner • Pick an “A” and a “B” • Role Play & Practice 1 • A’s – you are the impatient patient • B’s – you are the staff member. Your job is to listen from extraordinary service & respond from the declaration you’ve created for your self • Now Switch Roles • Role Play & Practice 2

29. Acknowledge patients immediately with eye contact & a smile Let patients know of expected delays, keep them informed of status Use patients last name until you feel it is appropriate to use first Use laypersons language whenever possible Be an active listener (listen for their concerns) Help patients find their way around the facility Give clear directions and answer all questions with patience and professional concern Reassure anxious patients; ask what you can do to make things easier Say thank you Defining Service Expectations

30. Techniques • Ease of making appointments call your office anonymously at different times & on different days • How many buttons need to be pushed before getting a live person? • What questions does the scheduler ask before making the appointment?

31. Check-in Use technology to improve the process with “Self registration Kiosks” For Patients who balk at having to give their information say: “You’re still at…? You’re still with xyz insurance?” Post a sign: “We ask because we care!” Identify new patients so that every member of the staff can welcome the new patient

32. Paperclip attached toeach new patient chart I’m a new patient at South Texas Regional Medical I’m a new patient at Sagauro Physicians

33. Waiting Time • Check scheduling: new patients & complete physicals are ‘steered’ toward afternoon • More time allowed for elderly patients • Provide cookbooks & 3x5 cards with your logo • Provide coupons for snacks nearby • Provide pagers to caregivers who are waiting for patients undergoing minor procedures; cataracts, colonoscopies

34. Waiting Time • Have a table with a jigsaw puzzle • Provide stationary for patients to write letters; offer to stamp & mail • Post this sign: “Thank you for your patience. Dr. ____ will soon be providing you the same level of personal and professional care he is presently providing to another patient.”

35. Exam Room • Provide up to date magazines. Hang a bulletin board with pictures & thanks you letters • Provide shawls in exam rooms for OB/GYN patients • Provide status report every 5-7 minutes • Nurses & receptionists need to work as a team; patient should have the option to reschedule if necessary

36. Courtesy & Friendlinesstips • Place a mirror where you can see yourself when you’re on the phone; smile! • Ask physicians to enter through the front at least twice a week • Hold a hallway huddle with nurses & medical assistants: “room patients with care, say good bye when patients leave

37. Explanation of Procedures • Speak to be understood. Offer to provide videos and/or audio media that explains patients condition(s) • Refer to web for more information • Treat the patient as a partner in the decision making process. Use 3 dimensional models to explain the diagnosis when appropriate.

38. Tool Extraordinary Communication Worksheet

39. Thank you for everything you do…