Customer Care

Never doubt that a small group of Never doubt that a small group of thoughtful, committed citizens can change thoughtful, committed citizens can change the world; indeed, it is the only thing that the world; indeed, it is the only thing that

ever has.ever has.

Margaret MeadMargaret Mead

Never doubt that a small group of Never doubt that a small group of thoughtful, committed citizens can change thoughtful, committed citizens can change the world; indeed, it is the only thing that the world; indeed, it is the only thing that

ever has.ever has.

Margaret MeadMargaret Mead

Unless you have 100% customer satisfaction

You must Improve !

Perception TestSun set or Sun Rise?

CUSTOMER CARE – A GlimpseIntroductionCustomer Service Skills Self AssessmentModule 1: Customer Care

Why is Customer Care important ?Who are our customers ?Who is your boss ?The value of a customerWhat des a customer want ?Journey of a customer Your RoleWhy customers leave

Customer Care Cartoon Messages: ‘Learning from Others’

Module 2: Knowing and Projecting your HospitalThe value of your brandThe professional image

Module 3: Effective CommunicationSelf Evaluation Communication with cancer patientsTelephone techniquesThe Art of listeningProfessional verbal and non-verbal communication

Module 4: Dealing with Difficult SituationsCustomers from hellControlling situationsHandling an angry customerCreative problem

Ten rules for great customer service‘CARE’ Standards

CUSTOMER CARECUSTOMER CARE• Definition:• Customer service is a

series of activities designed to enhance the level of customer satisfaction – that is, the feeling that a product or service has met the customer expectation.”

Being on par in terms of price and quality only gets you into the game. Service wins the game.

Good customer relations is the cheapest and best advertising you can get. Few things are free. This is.

Nothing is ever lost by courtesy. It is the cheapest of pleasures, costs nothing, and conveys much. It pleases him who gives and receives and thus, like mercy, is twice blessed.

We are what we repeatedly do. Excellence, then, is not an act, but a habit.

Well done is better than well said

WHY IS CUSTOMER CARE IMPORTANT ?

WHO ARE CUSTOMERS ?• The most important person in any business.

• Not dependent on us - we are dependent on them.

• Not an interruption of our work - they are the purpose of it.

• A part of our business - not an outsider.

• A flesh blood human being with feelings and emotions like our own.

• A person who brings us their wants - it is our job to satisfy those wants.

• Deserving of the most courteous and attentive treatment we can give them.

• Not someone to argue with or match wits with.

• The life - blood of our business.

WHO IS YOUR BOSS ?

Your Manager ?

Your Chief Executive Officer / Director ?

Your Organization ?

WHO PAYS YOUR SALARY ???

The Customer !

The Value of a Customer: The customer is our very reason for being here.

Treat every customer as if they sign your paycheck…because they do.“

Revolve your world around the customer and more customers will revolve around you.

From customer satisfaction to customer delight.

Are dissatisfi ed with a

particular product or

service

15%

Pref er another product

or service

10%

Don’t like the way they

were treated

65%

Leave f or reasons

unrelated to product

(such as relocation)

10%

WHY CUSTOMERS LEAVE

WHAT DOES A CUSTOMER WANT?

Respect

Status

Support

Devotion

Loyalty

Sympathy

Empathy

1. Minimize stress

2. Higher efficiencies

3. Increased morale and satisfaction

4. Survival

5. Cost Effective

Advocate

Supporter

Client

Customer

Prospect

JOURNEY OF A CUSTOMER

Perception

YOUR ROLEYour role can be that of:

• A friend• An advisor• A problem solver• A fan• A partner• A machine

Which one are you ?

IF YOU BELIEVE ON YOURSELF

YOU WILL RARELY MISS THE BALL

Enthusiasm spreads like ripples on water

TO ADVANCE, YOU MUST SEE AHEAD

LEARNING FROM

OTHERS:-)

KNOWING KNOWING AND AND

PROJECTING PROJECTING YOUR YOUR

HOSPITAL’S HOSPITAL’S IMAGEIMAGE

THE VALUE OF YOUR BRAND

Every company's greatest assets are its customers, because without customers there is no company.

Without great employees you can never have great customer service.

Every great business is built on friendship.

THE PROFESSIONAL IMAGE

If you don't care, your customer never will.

General points on Customer Relations: - Keep work area neat - Be well groomed - Recognize customer immediately - Smile - Give the customer full attention - Tell the customer what you can do.

EFFECTIVE EFFECTIVE COMMUNICATIONCOMMUNICATION

Cancer, as a disease, is much different in nature from other diseases. As a part of the treatment the patient is required to frequently visit the hospital. This means the hospital needs to interact with the patients continuously for a period of time.

It is in these short interactions that

YOU have the power to make a difference.

• When using the telephone: - Answer promptly - Put a smile in your voice - Speak clearly - Identify yourself - Use customer's name frequently - Say thank you in the End

THE ART OF LISTENING :

The art of conversation consist as much in listening politely, as in talking agreeably.

People don't care how much you know, but they know how much you care by the way you listen.

Hearing but NOT Listening.

Ten Guides to Effective Listening:

1.Stop talking! Be quiet! Stop thinking of reply! 2.Put the talker at ease. They must be free to talk. 3.Show you want to listen. Look and act interested.4.Remove distractions. Don't doodle, tap or shuffle paper. 5.Empathize with talker. Put yourself in their shoes.6.Be patient. Don't interrupt or walk around. 7.Hold your temper. Anger may distort the meaning. 8.Go easy on argument and criticism. Even if you win, you

lose. 9.Ask questions. Encourages the talker to explain clearly. 10.Stop talking! This is so important that it is first and last.

PROFESSIONALVERBAL AND NON-VERBAL COMMUNICATION

Your conversation is your advertisement. Every time you open your mouth you let men look into your mind. Do they see it well clothed, neat, business wise?

It is in this moment you have the power to be the solution!

People don’t want to communicate with an organization or a computer. They want to talk to a real, live, responsive, responsible person who will listen and help them get satisfaction. That’s why we Hire PCO’s not Machines.

DEALING WITH DIFFICULT DEALING WITH DIFFICULT SITUATIONS POSITIVELYSITUATIONS POSITIVELY

CUSTOMERS FROM HELL

CONTROLLING SITUATIONS

The longer you wait, the harder it is to produce outstanding customer service.

It is easier to create good customer relations than to fix problems.

Many dissatisfied customers do not tell you when or why they quit, they're just gone.

HANDLING AN ANGRY CUSTOMER Remember anger is not directed at You personally.

• Help customer deal with the problem in a rational way.

• Help customer dissipate anger.• Allow expression.• Help customer dissipate anger.• Allow expression. • Listen sympathetically.• Empathize.• Find a solution.• Ask questions about facts, not emotions.• Get agreement on possible solutions.

Either you are part of the problem or the part of the solution

Customers don’t expect you to be perfect. They do expect you to fix things when they go wrong.

Customer representative not Hospital representative.

Be the change that you are trying to create.

TEN RULES FOR GREAT CUSTOMER SERVICE

1. Commit to quality service2. Know your hospital / services3. Know your customers4. Treat people with courtesy and respect5. Never argue with a customer6. Don’t leave customers hanging7. Always provide what you promise8. Assume that customers are telling the truth9. Focus on making customers, not sales10.Make your procedures easy to understand and

follow.

COURTEOUS

ATTENTIVE

RESPECTFUL

ENTHUSIASTIC TEAM MEMBERS

CourteousWe will be polite whenever we communicate -- in person, in writing, by phone, fax or e-mail.

We will be friendly and welcoming.

We will acknowledge customers by name.

We will introduce ourselves by name, title or role.

We will wear our ID badges so they can easily be seen and read.

We will knock and wait a moment before entering a patient's room.

We will not disturb others. We will talk quietly when we are in patient care areas, shared offices, public spaces and hallways. We will limit group conversations in public areas and will be aware of where personal conversations take place.

Attentive

We will attend to patients and families immediately.

We will notice when someone looks confused or lost and will stop to help. If possible, we will walk customers to their destination.

We will explain plans and procedures in words our customers understand.

We will invite and answer questions.

We will anticipate, explain and apologize for any delays.

Respectful

We will treat patients and families as partners and members of the health care team.

We will respect differences in values, cultures, beliefs and ages, and will incorporate our awareness of diversity into all our daily practices.

We will respect the dignity of all and will show empathy and consideration in our words and actions.

We will protect the confidentiality of information. We will limit discussions of confidential information to appropriate, private locations.

We will demonstrate our respect for our customers and our institution through our behavior, our words and even our dress. We will dress appropriately, adhering to our department's dress code. We will present a positive image of Shaukat Khanum Memorial Cancer Hospital & Research Centre in all our interactions.

We will trust, respect, support and assist our coworkers.

We will work cooperatively, as members of a team.

We will Acknowledge our Co-workers' contributions.

We will Contribute to a positive work environment. We will be Timely and meet our Deadlines.

Mother Teresa's Anyway Poem

•

Mother TeresaPeople are often unreasonable, illogical and self centered;

Forgive them anyway.If you are kind, people may accuse you of selfish, ulterior motives;

Be kind anyway.If you are successful, you will win some false friends and some true enemies;

Succeed anyway.If you are honest and frank, people may cheat you;

Be honest and frank anyway.What you spend years building, someone could destroy overnight;

Build anyway.If you find serenity and happiness, they may be jealous;

Be happy anyway.The good you do today, people will often forget tomorrow;

Do good anyway.Give the world the best you have, and it may never be enough;

Give the world the best you've got anyway.You see, in the final analysis, it is between you and your God;

It was never between you and them anyway. 

Our Approach in this Presentation

Is to encourageChanging behavioral and mindsetChallenging of assumptionsPatient Services towards better

teamworkGiving and receiving feedbackAddressing real issues to people

Thanks For Joining Us

• You can make your Job and Life what you wish to make out of it

• You never know Who is Watching