New Employee Orientation to QI Awareness

1. New Employee Orientation to QI Awareness Customer Focus

2. Quality Improvement Pyramid Vision Efficient Processes Strategic Plans Leaders Trustworthy Trusting of Others Approachable, Inspiring Staff Trustworthy Trusting of Others Collaborative, Committed Quality Improvement System Trained Staff Recognition Data Analysis Customer Focus Empowered Staff Problem Solving Teamwork Quality Processes Measurement Systems

3. Quality Principles Agenda CUSTOMERS STANDARDS WHAT IS C.S. VIDEO CUSTOMERS STANDARDS Customer Service Standards WHAT IS C.S.. What is Customer Service? VIDEO

4. Quality Principles Drive Customer Service CUSTOMERS • Always ask the question: how am I adding value to the process? • Know who your customers are – both immediate and ultimate. Know who your process partners are. • Continuous process improvement • We work with each other & process partners to deliver excellent service. • Work Process Focus – think about your work strategically and with a broader context • Prevention – thinking ahead • Error Free Attitude – do it right the first time • Manage by Fact – develop sound measurements

5. Customer Service Standards STANDARDS Standards should be specific and stated in numbers that can be measured against. For example, “no caller kept on hold more than three minutes.” To be effective, they must be: • Meaningful - don’t measure for measuring sake • Must be supported by all “touching” the process (leaders, staff, process, partners, etc.) • How do you measure your customer satisfaction?

6. What is Customer Service WHAT IS C.S. Two Parts to Customer Service 1. Content part – What we do • Knowing our job (rules, policies, regulations) • Making good decisions (seeing the “big picture”) • Following through • Paying attention to details 2. People part – How we do it • Caring about our customer • Listening to needs • Dealing with feelings • * Interesting Questions: • Is good customer service a skill or an attitude? • Does customer service standards change over time?

7. What is Customer Service WHAT IS C.S. How do you handle angry customers? • Take a deep breath to calm your self • Focus on the facts • Empathize with the customers • What would you do? “Customers are not always right, but let them be wrong with dignity” Disney Corporation

8. What is Customer Service WHAT IS C.S. Five Key Elements of Customer Service • Responsiveness – Acting promptly • Reliability – Acting / completing as promised • Assurance – Acting knowledgeably • Empathy – Acting with care and understanding • Tangibles – Acting in a presentable environment

9. What is Customer Service WHAT IS C.S. Five Key Elements of Customer Service Responsiveness – Acting promptly • Setting and meeting deadlines • Timeliness and promptness • Replying to all phone calls and e-mails • Acknowledging customers • Being flexible Reliability – Acting / completing as promised • Keeping promises • Being dependable • Being honest • Being accurate and efficient • Being accessible • Ask for help from co-workers

10. What is Customer Service WHAT IS C.S. Five Key Elements of Customer Service (cont’d) Assurance – Acting knowledgeably • Knowing one’s job • Knowing where to find information • Knowing how the organization works • Knowing how to problem solve • Knowing how to listen Empathy – Acting with care and understanding • Treating customers as individuals, not as a number • No criticism or judgment • Caring  Empathy is NOT sympathy Tangibles – Acting in a presentable environment • Anything we can see, touch, hear, or smell • Physical appearance • Tone of voice • Facial expressions • Non-verbal cues

11. Video time! FISH Video VIDEO

12. Table Discussion Based on the “FISH” qualities: Play Be there Make their day Choose your attitude Discuss: How can YOU do this on your job? What could your unit/department do? Scribe the ideas What is happening now? FISH Video VIDEO

13. Quick Quote “The customer is not an interruption of our work, they are the purpose of our work.” - Anonymous