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CUSTOMER SERVICE

CUSTOMER SERVICE. TSTC – WACO “BIOMEDICAL IN-SERVICE” DAY SEPTEMBER 11, 2010 DON ALLEN – TEAM LEADER METHODIST CHARLTON MEDICAL CENTER 2010 PRESIDENT – NTBA. INTRODUCTION. WHO IS THIS GUY AND WHAT DOES HE KNOW ABOUT CUSTOMER SERVICE?

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CUSTOMER SERVICE

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  1. CUSTOMER SERVICE TSTC – WACO “BIOMEDICAL IN-SERVICE” DAY SEPTEMBER 11, 2010 DON ALLEN – TEAM LEADER METHODIST CHARLTON MEDICAL CENTER 2010 PRESIDENT – NTBA

  2. INTRODUCTION • WHO IS THIS GUY AND WHAT DOES HE KNOW ABOUT CUSTOMER SERVICE? • 22 years experience – 4 years as field service rep, 18 years in-house at Methodist Health systems • #10 overall customer satisfaction 2009 *Ahead of Chaplains

  3. What is Customer Service What do we do? Fix equipment or Fix People?

  4. What is Customer Service Customer service is normally an integral part of a company’s customer value proposition. In their book Rules to Break and Laws to Follow, Don Peppers and Martha Rogers, Ph.D. write that "customers have memories. They will remember you, whether you remember them or not." Further, "customer trust can be destroyed at once by a major service problem, or it can be undermined one day at a time, with a thousand small demonstrations of incompetence.“-Wikipedia

  5. Attitude • First impression is STILL very important. • It is very difficult to overcome a bad first impression. • Be Positive • Be Understanding • Exude Confidence, not arrogance

  6. Timeliness • The clinical staff can’t do their job if we don’t do ours. • Do what you say you will do, when you say you will do it. • Many customers like to feel like their equipment is the most important thing on your agenda. • Apologize for delays

  7. Communication • Communication may be the most important aspect of Customer Service • Talk to your customer • Assume nothing • Give status reports • Apologize for delays, (both yours and your vendor’s). • Too much information can be bad.

  8. Communication • “The equipment’s not fixed until the customer is” – Puritan-Bennett service training. • If the customer’s perception is that the equipment is broken, it is broken. • Follow-Up

  9. TRUST • Trust is earned, never given. Remember, you are building a relationship. • Earn trust by performing – Period. • Never lie to your customer. • Trust has benefits.

  10. QUESTIONS/DISCUSSION

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