slide1 l.
Download
Skip this Video
Loading SlideShow in 5 Seconds..
H arnessing a C ustomer M inded W orkforce PowerPoint Presentation
Download Presentation
H arnessing a C ustomer M inded W orkforce

Loading in 2 Seconds...

play fullscreen
1 / 19

H arnessing a C ustomer M inded W orkforce - PowerPoint PPT Presentation


  • 305 Views
  • Uploaded on

H arnessing a C ustomer M inded W orkforce. Customer Service. Challenge your paradigm of customer service... Foster a culture of customer service excellence. Customer Service Excellence. Customer Any person needing any service from any employee at anytime. Service

loader
I am the owner, or an agent authorized to act on behalf of the owner, of the copyrighted work described.
capcha
Download Presentation

PowerPoint Slideshow about 'H arnessing a C ustomer M inded W orkforce' - niveditha


An Image/Link below is provided (as is) to download presentation

Download Policy: Content on the Website is provided to you AS IS for your information and personal use and may not be sold / licensed / shared on other websites without getting consent from its author.While downloading, if for some reason you are not able to download a presentation, the publisher may have deleted the file from their server.


- - - - - - - - - - - - - - - - - - - - - - - - - - E N D - - - - - - - - - - - - - - - - - - - - - - - - - -
Presentation Transcript
slide1
Harnessing a

Customer

Minded

Workforce

customer service
Customer Service

Challenge your paradigm of customer service...

Foster a culture of

customer service excellence

customer service excellence
Customer Service Excellence

Customer

Any person needing any service from any employee at anytime.

Service

Work, information and assistance which fulfills the customer’s need(s).

Excellence

Consistently meeting and often surpassing the customer’s expectations in the provision of services.

personal accountability6
Personal Accountability

Who made that mistake again?

When am I going to get the training I need?

That’s not my job!

Why do I have to sit through this training?

personal accountability7
Personal Accountability

Negativity

Tension

Create fear - eggshells

Build walls between customers

personal accountability8
Personal Accountability

Accountable questions:

  • Begin with “what or how”

not “why, when or who”

  • Contain an “I”

not “they, them, we or you”

  • Focus on solutions not problems
personal accountability9
Personal Accountability

How can I improve the situation?

What solution can I provide?

How can I do my job better today, with the resources I do have?

What can I take away from this training?

personal accountability10
Personal Accountability

Improving processes

Enhancing interpersonal interactions

professional communication12
Prompt

Respectful & Polite

Appropriate volume

Use the customer’s name

Use positive words

Give customer control by creating options

Avoid “can’t” and “policy”

Professional Communication
professional communication13
Professional Communication

Situation: caller wants confidential information

Avoid: “we can’t give you that information, our policy is to only release that information if we have a signed release.

Try: “the way we prevent our patients’ confidentiality is by releasing that information only with a release form signed by the patient.”

professional communication14
Professional Communication

“What you do speaks so loudly, I cannot hear what you say.”

- Ralph Waldo Emerson

professional communication15
Eye Contact

Smile

Personal Appearance

Work Area

Open, friendly and focused body language

Sincere and enthusiastic tone of voice

Professional Communication
platinum rule
Platinum Rule

Prioritize

  • Prioritize people over tasks
  • Prioritize patients first
  • Make people feel important
platinum rule17
Platinum Rule

Empathy

The ability to identify the feelings and perspectives of others

  • Listen to verbal and non-verbal cues
  • Recognize your customer’s circumstances
  • Ask pertinent questions
platinum rule18
Platinum Rule

Respect

  • Each customer has an unique character
  • Appreciate their individuality and differences
  • Respect makes others feel important
slide19

If you are going to achieve

excellence in big things,

you develop the habit in little matters.

Excellence is not an exception,

it is a prevailing attitude.

Colin Powell