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"It's The Way You Make Me
Feel!"
Inspire employees at all levels of your healthcare
organization to take customer service to a whole new
level. Customer Service in the healthcare
environment is not only about having great technical
ability. Patients and families expect
technical competence. Your opportunity to
create the WOW is in your ability to skillfully
manage the customer's experience. It's all
about the way we make them feel emotionally during the
time they spend with us. During this workshop
or keynote address William will inspire your leaders
and staff members to utilize:
The G.R.E.A.T.
Service Standards
Greet
customers with a smile – Always greet customers with
a smile (even on the phone) and ask “How may I help
you?”
Respond
to customer needs – Once the customer’s needs are
known, provide assistance to the customer.
If you are unable to assist the customer kindly
escort them to someone who can.
Empathize
with customer issues – If a customer has a
complaint, apologize for the bad experience and seek
to understand the customer’s concern.
Act
on customer problems – Brainstorm solutions to
resolve the customer’s problem; if possible give the
customer options to choose from.
Thank
the customer – Thank the customer for choosing to
have services provided by the organization.
With the G.R.E.A.T. Service Standards
William will help participants to understand the
importance of:
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Providing great service
to both internal (fellow coworkers) and
external customers
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Greeting customers as we encounter them
throughout the hospital
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Easing patient's
anxiety by taking ample time to explain
information regarding processes and wait time.
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Avoiding complicated
jargon in order to convey to patients all the
information they need to make informed decisions
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Soliciting customer
feedback in order to correct potential problems
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Respecting patient
privacy and knocking before entering patient
rooms
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Safeguarding patient
confidentiality and avoid making negative
comments where patients can overhear
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Practicing service
recovery by really listening, apologizing and
resolving any problems
To request more information
about this workshop
for your healthcare organization click
here.
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