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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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