1. You are the First Impression of Joslin • Express your enthusiasm for what Joslin can do for patients • Encourage patients to use the whole team • Know your program and be able to explain the services • Stress the importance of patients keeping appointments • When making reminder phone calls, ask patients if they intend to keep the appointment • As the patient is leaving ask, “Is there anything else we can do for you today?”

2. The E’s (Ease) of Customer Service

3. 10 E-ssentials • Everyone’s name used (personal) • Etiquette (courteous a’ la Ritz) • Exact (on-time / correct) • Exceptional Educational Material (Wow!) • Exceed Expectations (offer an Extra something) • Easy, Effortless Systems (anticipate needs) • Entertaining (edu-tainment) • Employee Enjoyment (happy, rewarded, smiling!) • Engage all Senses (enhancing the experience) • Educate (staff and patients alike)

4. When Things Go Wrong… • Communicate with patients – do not ignore them • Acknowledge the problem • Apologize for the inconvenience • Explain what will be done, is being done or was done to fix the problem • Inform patients about delays • Tell patients you are running behind • Explain the reason • Call patients if necessary • Offer them the opportunity to reschedule • Offer a service recovery gift; discuss options with your team

5. You are the face and voice of the Joslin Diabetes Center, world-recognized leader!Makes us proud!