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H arnessing a C ustomer M inded W orkforce

H arnessing a C ustomer M inded W orkforce. Customer Service. Challenge your paradigm of customer service... Foster a culture of customer service excellence. Customer Service Excellence. Customer Any person needing any service from any employee at anytime. Service

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H arnessing a C ustomer M inded W orkforce

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  1. Harnessing a 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 customer’s need(s). Excellence Consistently meeting and often surpassing the customer’s expectations in the provision of services.

  4. Customer Service Excellence Model

  5. Personal Accountability

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

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

  8. Personal Accountability Accountable questions: • Begin with “what or how” not “why, when or who” • Contain an “I” not “they, them, we or you” • 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 Verbal Non-verbal

  12. Prompt Respectful & Polite Appropriate volume Use the customer’s name Use positive words Give customer control by creating options Avoid “can’t” and “policy” Professional Communication

  13. Professional Communication Situation: caller wants confidential information Avoid: “we can’t 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.”

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

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

  16. Platinum Rule Prioritize • Prioritize people over tasks • Prioritize patients first • 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 • Recognize your customer’s circumstances • Ask pertinent questions

  18. Platinum Rule Respect • Each customer has an unique character • Appreciate their individuality and differences • 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

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