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
Challenge your paradigm of customer service...
Foster a culture of
customer service excellence
Any person needing any service from any employee at anytime.
Work, information and assistance which fulfills the customer’s need(s).
Consistently meeting and often surpassing the customer’s expectations in the provision of services.
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?
Create fear - eggshells
Build walls between customers
not “why, when or who”
not “they, them, we or you”
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?
Enhancing interpersonal interactions
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.”
“What you do speaks so loudly, I cannot hear what you say.”
- Ralph Waldo Emerson
The ability to identify the feelings and perspectives of others
excellence in big things,
you develop the habit in little matters.
Excellence is not an exception,
it is a prevailing attitude.