Med University Wright & Filippis

Med University Wright & Filippis Partnering to Enhance Your Success

Customer Service Workshop

CS101Quality Customer Service

We all need Customer Service training!

I dont need no customer service trainingYou may not always learn something newSometimes we just need a simple reminder of things we already knowA reminder to practice those things we know are importantIve already seen all of this before

Great job!There is a risk that you are not hearing those complaints 1 in 10 customers is likely to voice a complaint the other 9 will simply leaveIf a customer is willing to voice their problems it means they trust you to take care of themI never hear any complaints about the job I am doing

It is true some have more contact with customers than otherWe are in a customer service business!!!

Im not a customer service representative. Customer service is not my job!

Yes we do! You have one of the most difficult jobs that exists, dealing with sick peopleIn addition you are dealing with referral sources, insurance companies, physician offices, etc. You dont know my customers!Poor Service Can And Does ExistSome reasons for poor service:Some employees dont careThere are differences in what you think the customers need and what they actually wantEmployees are offered poor training and planning for customer servicePoor handling of complaintsThere are employees who dont have the power or the will to take care of the customersEmployees frustration from being treated poorly by customersQuality ServiceYour job cant survive without the business and the business cant survive without customer serviceOne of the factors most critical to job satisfaction is the ability to feel as if we make a difference in the lives of othersThe skills necessary for effective customer service, the ability to listen, to organize and to seek creative solutions, are the foundations of every future career advancementWhats In It For Me?Customers are primarily interested in:

Price QualityPerformance and ServiceCustomer Service: The Exchange

The Golden Rule and HMEtreat others as you would want to be treated

In the HME business this is more of a challengeOur customer may have not chosen usThey are not thrilled to have to use us- due to many factors one being illness

keeping mindful of these facts will help us to improve our customer service skills Customer Service: The ExchangeWe are in the business of providing services. We know our products. What are our services?

DeliveryBillingAnswering questionsProviding EMPATHY

Products vs. Services

Research shows patients need 5 consistent things:

Understood WelcomeImportantComfortSafety

Customer Needs Customers want to be listened to They want to be certain their concerns are being heardThey want their questions answeredCustomers want you to understand their perspectiveThey want you to understand their emotionsNeed to Feel Understood

Customers like it when you use their nameThey like to be recognized

If they come to your storefront they like convenient parking and someone to greet them as they come in

Need to Feel WelcomeCustomers want to feel appreciatedThey want to be thankedThey want to know someone will go out of their way for them

Are customers treated with courtesy?Do employees know their individual needs and challenges?

Need to Feel ImportantCustomers want privacy and comfortable surroundingsThey want to feel at homeAre instructions provided clear?Are they treated with dignity, is their comfort taken into consideration?Need for Comfort

Can they count on your confidentiality?Your word?Do you give them good advice?Will you take care of them?

Need for Safety

Group Exercise #1Basic Needs of CustomersReliability -the ability to perform the promised service Responsiveness -willingness to help customers and provide prompt serviceAssurance -knowledge and courtesy of employees and their ability to convey trust as well as confidenceEmpathy -caring, individualized attention provided to customers by the firmTangibles -appearance of physical facilities, equipment, and personnel Elements of Customer ServiceReliability = Consistency

Do what you say you are going to do. Do it when you say you are going to do it.Do it right the first time. Follow-up and follow through.

Reliability the ability to perform the promised service

Responsiveness = Promptness

Do you greet people as they come in?Do you make yourself immediately availableDo you answer the phone by the 3rd ring and when you transfer , do you make sure they are connected?How quickly do you respond when a customer needs you?

Responsiveness willingness to help customers and provide prompt service

Assurance = Trust

Are you credible?Do people feel they can trust you?Can customers believe your answers?Does it ease their concerns when they hear something from you?

Assurance knowledge and courtesy of employees and their ability to convey trust as well as confidence

Empathy = Perspective

Are you willing to see things from your customers perspective?Do you treat each customer as an individual?Do you work hard to build rapport and can you customize your service to meet each customers needs?Empathy Caring, individualized attention provided to customersTangibles = Appearance

Is appearance appropriate and professional?How about the appearance of the staff?And correspondence that goes out with your name?

Tangibles appearance of physical facilities, equipment, and personnelElements of Quality Customer ServiceNow we know the basic needs of customers and the elements of quality customer service.What do you think upsets customers the most?

They didnt get what they were promisedSomeone was rudeNo one went out of their way to take care of themNo one listened to themProducts were faultyThey were put on hold without requesting permissionStaff was untrained or under qualifiedDeadlines were missedIndustry jargon was used

Which of the above can you personally control?

They didnt get what they were promisedSomeone was rudeNo one went out of their way to take care of themNo one listened to themThey were put on hold without requesting permissionIndustry jargon was usedWhat are our strengths and weaknesses?

Select one weakness and create a solution for that weakness this month.

Lets Create a Solution!!!

Lets anticipate what can go wrong. In order to do this we must be able to put ourselves in their place. Can you help them to systemize their needs? What kind of service should be anticipated so they dont have to request it? (equipment maintenance, telephone checklist, systematic follow-up)Dont wait for a problem to develop. Ask yourself:

Have I considered all of my customers needs?What will they need next?How can I improve service now for my patient? AnticipationThe first elementThe outflow of information

What information do your customers need to know?What questions do they commonly have?If you have to explain something over and over, how can you systemize that explanation?

Communication

The second elementFeedback

Spend time identifying what is important to your customersIdentify three things that are most important to customers and ask them those questions over and over againDont wait to hear from the customerActively reach out and solicit customer comments rather than listening to their complaintAsk How are we doing? as an approach to solicit feedbackCommunicationCommunication GlitchesOverpromising promising the customer more than you can do or can deliverFailing to stay in touch when a problem existsFailing to listenUsing industry jargonTelling but not explaining Communication without courtesyCommunication

Who is responsible for what in your organization?What could fall through the cracks?How are all parts of the delivery system kept coordinated with one another?Who is responsible for that?Make certain that someone is responsible for every step.

Organization

The Personal DimensionHow can we personally improve???Every encounter a customer has with you is a moment of truth, those one-on-one encounters with customers; they are the point at which customers make judgments about the organization and its quality of service. In that encounter customers will make a judgment on:What kind of people the company employsThe companys value systemWhat the company can accomplish Appearance

Quality service and a positive attitude are inseparable. You will know that you have a positive when you feel challenged to find a solution rather than being frustrated by an irate customer.

Avoid feeling like a victim by taking charge of your work life and choosing your disposition then maintaining it no matter who confronts you.

Attitude

The longer I live, the more I realize the impact of attitude on life. Attitude, to me, is more important than facts. It is more important than the past, than education, than money, than circumstances, than failures, than successes, than what other people think or say or do. It is more important than appearance, giftedness, or skill. It will make or break a company ... a church ... a home. The remarkable thing is we have a choice every day regarding the attitude we will embrace for that day. We cannot change our past. We cannot change the fact that people will act in a certain way. We cannot change the inevitable. The only thing we can do is play on the one string we have, and that is our attitude ... I am convinced that life is 10% what happens to me, and 90% how I react to it. And so it is with you ... we are in charge of our Attitudes.

AttitudeSome ideas for managing our situationsTake care of one customer at a timeIf a chronic problem arises, change itStay informed Remember to laughExpress yourself Vary your routine

Attitude

If attitude is a matter of mind, it is reflected in our body language and tone of voice. Attitude is found in your smile (even on the phone)!

Keep in mind the tone you want present.

Attitude

Tune into the customers unique needs and wants. What would you want?

You would want to be heardYou would want to receive acknowledgment of your situationYou would want to know that someone caresAttentiveness

Tact involves the choice of words. Try to avoid using the word you, as in, you will have to call back later or, You should have taken care of this earlier. Instead try here is what we need to do to get back on track.Tact

Think of how you can help and what knowledge you need in order to offer good advice. Be willing to say I dont know, but here is how I will find out

Their lives can be better today because of youGuidance

Customer Service is Selling Great service and good information = improved sales

The key to creating additional sales is knowing what products would be appropriate and helpful for the patient.

Selling

Listen RepeatApologizeAcknowledgeCreateExplainThank

Key Elements For Handling Complaints:

Group Exercise #2Handling a ComplaintCS106Customer Service Fast Facts45From the customers point of view you are the company. Based on your attitude and actions customers will make their judgment on:

what kind of people the company employsThe companys value systemWhat the company can accomplishYou Are The Company

Providing high quality service can save the company money. Employees spend less time reacting to problems and more time proactively improving the companyLosing customers costs a great deal more than keeping them Great service providers are making themselves valuable to the businessThe same skills that lead to customer satisfaction; listening, empathy, and empowerment; also lead to increased productivity and satisfactionThe Value of ServiceLifetime Value of a CustomerSpend some time with a coworker or supervisor. Identify one customer and try to determine what they spend in one year. Multiply that by how many years you could expect them to be a customer. Obviously, one of your customers is the patient, the customer who needs you service. However, your customers are also:

That patients family and friends (and your potential customers)The very important referral sources who offer you business everydayThe insurance companies that often pay the bills Visitors

Treat our customers as individuals. Treat them as you would want your children and family members to be treatedKnow Your CustomerA customer is the most important person in this office- in person, by phone, or by mail

Customers are not an interruption of our work- they are the purpose for it

Customers are not dependant on us; we are dependant on them

We are not doing them a favor by serving them; they are doing us a favor by allowing us to do so

A customer is not someone to match wits with. Nobody ever won an argument with a customer

A customer is a person who brings us their wants. It is our job to handle them profitably- to them and to ourselvesAsk yourself the following questions after a service encounterDid I completely understand what the customer wanted?Did the customer get what he or she wanted?Did I get the information in a clear and consice manner?Did the customer receive quality service?Is the customer really satisfied?Determine how you can improve in these areas for your next encounterCustomer Expectations and SatisfactionCustomers want:Respect for their time (understood, important)Simplicity (comfortable)Accuracy-no mistakes (safe)Accessibility (welcomed, comfortable)You to keep your word- exceed it (safe)Courtesy (welcomed, important)Personal attention (understood)Prompt attention (important)To count on you (safe)Apprecation (welcome, important, understood)Knowledgeable staff (safe)Explanations (safe, understood)To be treated like a friend (important)

What Matters to a CustomerLearn to say YESProvide basic courtesyListeningUsing the phone RecoverySome Customer Service Skills and Approaches

When a customer makes a request, before answering no, slow down. Be different, make a difference, find a way. Be the customers advocate. Explore every alternative before saying no to the customer. Learning to Say YES

Always greet the customer and then offer helpConstantly use the language of courtesy, thank you, youre welcome, we appreciate your business.Speak in positive action oriented terms: I will, I can, the product doesKeep the customer informedProvide Basic CourtesyReminders about listening

We find it difficult to listen because:We like to hear ourselves speakWe feel we have to respond to every thought, right awayWhen listening:Make notes as the conversation progressesWhen needed restate the customers words for confirmationListen for conversational toneDont assume what the customer is going to sayApproach every conversation from the customers perspectiveListen

Survey says the most annoying phone habits are

When a phone is not answered by the 3rd or 4th ringAutomated phone menusBeing put on hold without permissionNot knowing who they are speaking withUnknowledgeable employees

The first 30 seconds of a phone call sets the tone for the remainder of the contact. The last 30 seconds are critical to establishing lasting rapport

Using the Phone

Tips:Answer by the 3rd ringIf you put them on hold let them know why, how long they will be on hold and what you will be doing during that timeAnswer the phone: greeting, company name, your nameKnow what you are talking aboutAllow them to hang up first. Always thank them for their callUsing the Phone

Apologize. Say Im sorry, show the mistake mattersListen. It shows the person mattersFix it. The quicker the betterFollow-up. Make certain the problem was repairedRecovery

Practice the 4 Ts: Tell Them The TruthDo what you say you are going to do and do it right the first timeCustomers dont want to hear I dont know, Thats not my job, I cant help youUnderpromise and overdeliverRemember expectations

Things to Keep in MindCS104Taking the Customers PerspectiveEmpathy is:The capacity to participate in another individuals feelingsFeeling both the pain and joy of othersAn acute awareness of another persons circumstances and how they will react to those circumstances

The feeling of empathy is a selfless emotion that comes easier to some than to othersEmpathy: taking the customers perspectiveListen from the customers perspectiveYou would want to be heard You would want to receive acknowledgmentYou would want to know someone cares

The Skills of Empathy

Steps for taking actionConsider what the situation looks like from their angleListen and observe wellAct. Respond appropriatelyTaking Action

Words to avoid:

Shouldve Cant Dont AlwaysNeverOur company policySaying No With EmpathyExercise #3Customer serviceExercise #4Taking Action