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Customer Service Training

Customer Service Training. What is customer service?. Customer service is: Anticipating and meeting needs Managing and meeting expectations Resolving problems and conflict Consideration and respect Customer service is an attitude, not a task. Who is the customer?.

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Customer Service Training

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  1. Customer Service Training

  2. What is customer service? Customer service is: • Anticipating and meeting needs • Managing and meeting expectations • Resolving problems and conflict • Consideration and respect • Customer service is an attitude, not a task

  3. Who is the customer? • Patients are our customers • Who else? • Other physician offices • Family members • Co-workers • Community

  4. Who is responsible? • Every employee contributes in some way to the overall customer service that the organization provides and therefore is responsible • It is not necessary to have direct patient contact to be an important part of the experience of each patient

  5. Why is customer service important? • Patients evaluate quality based on customer service • Brings consistency to the organization • Helps to provide repeat top quality customers • It is necessary in order to be the best

  6. How exactly do I do this? Developing the right attitude • The simplest ways include • Speak highly of CPC at all times • Smile • Acknowledge patients • Speak in a pleasant tone of voice • Treat others like you would want to be treated!!

  7. How exactly do I do this? Anticipating and meeting needs • Consider what the patient may be feeling • Frustration (maybe the patient experienced a long wait time or had trouble getting an appt) • Fatigue- (most patients feel bad when they come to the doctor) • Fear (patient uncertain of the outcome of their visit)

  8. How exactly do I do this? Managing and meeting expectations • Always tell customers the truth, but avoid unnecessary details • Do not promise what cannot be delivered • If customers have unreasonable expectations, be prepared to explain why those cannot be met • Remain positive

  9. How exactly do I do this? Resolving problems and conflict • Always attempt to resolve conflict quickly if conflict cannot be avoided • Always ask the customer what it is that they would like- don’t assume • You have the ability to manage the conflict- do not let it get out of hand • Do not take a customer’s anger personally

  10. Managing Conflict • Encourage customers to talk about their complaint to you if you sense they are unhappy with their visit. • If customers are unhappy and cannot voice their complaints within the organization, they will be voiced elsewhere. • One unhappy customer will tell 8-16 people about the experience. • 91% of unhappy customers will never return. • It costs 5 times as much to attract a new customer as to keep an old one.

  11. Managing conflict • When a patient complains, something did not meet his or her expectations. Why? • Expectations were not reasonable • Through good conflict management, customer expectations can be adjusted • Someone failed to provide good customer service • This often occurs when customer service is not a top priority • Processes are not set up to handle patients effectively • This should be identified and corrected through management

  12. Managing conflict • Attempt to resolve conflict easily • Ask customer what the problem is • LISTEN attentively • Put yourself in the customer’s place • Offer to have a supervisor speak with the customer if not easily resolved • NEVER promise what you cannot deliver • NEVER raise your voice- this is very unprofessional and gives the customer ammunition for further conflict

  13. What does customer service mean for me? • A more enjoyable work environment • Respect and appreciation from customers • Ownership of work responsibilities • Happy customers equate to long run job security • Pride in job well done

  14. Helpful hints • Say “What can I do to help?”, not “Its not my job.” • Say “Will this time schedule meet your needs?”, not “Are you happy now?” • Say “Thank you for letting us know there is a problem. We are striving to be the best”, not “No one else ever complains.” • Say “We appreciate your business and want to continue serving you in the future” , not “We don’t need you.”

  15. Summary • Treat customers with kindness and respect and you will get the same in return • Consider and meet expectations • Quickly offer conflict resolution, even if you think that the customer is wrong • Communicate, communicate, communicate

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