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TOP TEN SERVICE ENHANCERS. Evidence in Motion Stephen Caffrey , MPT. JUST DO IT!. Do what is necessary to provide great service Do not pass the buck Make calls Follow up Get answers RESULT: increases promoters, WOM referrals. REACH OUT AND TOUCH SOMEONE.

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Top ten service enhancers

TOP TEN SERVICE ENHANCERS

Evidence in Motion

Stephen Caffrey, MPT


Just do it
JUST DO IT!

  • Do what is necessary to provide great service

  • Do not pass the buck

    • Make calls

    • Follow up

    • Get answers

      RESULT: increases promoters, WOM referrals


Reach out and touch someone
REACH OUT AND TOUCH SOMEONE

  • 1 chance to make a first impression

  • Invest in the beginning

    • welcoming greeting, handshake

    • Smile

  • Apologize with sincerity

    • For being late, a bad experience, etc.

    • Do not lay blame on others or circumstances

      RESULT: Puts patient at ease, reduces fear


The happiest place on earth
THE HAPPIEST PLACE ON EARTH

  • Great attitude, accentuate the positive

  • Support those around you

    • Physicians, fellow PT’s, support staff

  • Look for the best in every situation

    RESULT: creates positive work environment, great team work


Can you hear me now
CAN YOU HEAR ME NOW?

  • Listen, listen, listen

  • Elicit patient’s perspective

  • Use continuers to hear the full story

  • Do not cut patient off

    RESULT: patient concerns are heard, less misunderstanding


It s the real thing
IT’S THE REAL THING

  • Be emphatic

    • Identify emotion and state it

    • Use emphatic responses

    • Fake it if necessary

      RESULT: increases patient satisfaction, reduces malpractice


Have it your way
HAVE IT YOUR WAY

  • Involve patient in decision making process

    • Assists with development of plan of care

    • Gives information about patient’s knowledge

    • Reveals any barriers to address

      RESULT: patient feels their input is valid, goals of treatment clearly defined


Image is everything
IMAGE IS EVERYTHING

  • Create inviting environment

    • Clean, well designed facilities

    • Quality equipment with cutting edge technology

  • Commitment to timeliness, inform of delays

    RESULTS: Helps with marketing of physicians, insurance companies, individuals.


Be all you can be
BE ALL YOU CAN BE

  • Pursue growth and learning

  • Evidence based practice

    • Support and reward employee education

    • Commitment to staff development

      RESULT: clinical excellence, greater staff retention


You deserve a break today
YOU DESERVE A BREAK TODAY

  • Promote balance in employees

  • Encourage outside activities

    • Recreational, fitness goals

    • Charitable work

    • Professional involvement

      RESULT: happier employees, relate well to patient experience


Quality is job one
QUALITY IS JOB ONE

  • Evaluate customer service experience

  • Streamline evaluation process, keep simple

    • Most important question: would you recommend us to family, friends, or colleagues?

      RESULT: able to quickly apply results to day to day operations


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