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Customer Service: The Basics

&

FISH!

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KCC Customer Service

Objectives:

1. To introduce our Customer Service Philosophy and Satisfaction Programs.

2. To understand the Customer feedback programs.

3. To review our commitment to the Customer Service Standards.

4. Understand our dedication to H.E.A.R.T.

5. To strengthen our Service Recovery skills.

6. To review our Recognition Programs.

7. To embrace the four principles of FISH!

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Starting Thought:

“Too often we underestimate the power of a touch, a smile, a kind word, a listening ear…all of which have the potential to turn a life around.”

Leo Buscaglia

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KCC Customer ServiceWHY is Customer Service Important?

Patient satisfaction, as an outcome of healthcare delivery, is an indicator of quality care. KCC’s customer service scores are available on line.

Our customers are knowledgeable & well-informed.They have high expectations and with every healthcare

experience, their expectations increase.Our customers have a choice on where to get their medical

needs met.They expect clinical competence but the service provided

makes ‘the difference’.

“Expectations are Directly Correlated to Satisfaction”.

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Perception vs. Reality –

The customer’s perception is all that matters for patient satisfaction.

The customer may not always be right, but they are always our customer.

The delivery of each patient’s care is under observation by many individuals (patient, family, visitors, other staff etc.), each with a possible different perception of the care given.

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Did you know that?Each hospitalization causes a patient to increase their expectations.

A satisfied customer tells 1-5 people about their experience, a dissatisfied customer tells 10 – 20 people about their experience.

Keeping customers satisfied keeps them and others coming back.

Our Goal Is: To exceed our customer’s expectations.

If we don’t exceed their expectations, they CAN and WILL go somewhere else.

KCC is the only independent Cancer Center in Michigan, but we do have competition.

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What Customers Want:

Customers want to feel important & respected - Address them formally or as they prefer. Treat them like they

are your only patient.

They want to have a sense of belonging. - They do not want to feel like they are a burden.

They want to be seen as individuals. - They are not room 5210 or the person with pain in cubicle 2.

They want to know that someone is coordinating their care. - They should sense that someone is in charge and that everyone

knows their role while working together as a team for them.

They want staff to be sensitive to their needs. - They come to us with fear and uncertainly.

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The KCC Customer Service Strategy:

Customer Service Standards ~ ‘Our Foundation’

Monitor Customer Satisfaction ~ ‘Feedback is Good’

Commitment to ‘I WILL have H.E.A.R.T.’

Service recovery is everyone’s responsibility

Accountable team members

Actions plans/initiatives to address results

Recognition Programs to celebrate success!

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The KCC “Customer Service Standards”Our Foundation: behaviors that apply to every interaction

with every individual, at all times.

*Professionalism *Compassion

*Respect *Courtesy

*Communication *Teamwork

We measure our success by the feedback provided by our patients, families & visitors.

We are benchmarked against other health care organizations, locally and throughout the nation.

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Customer Service Standards

1. Professionalism I will maintain a professional behavior and dress to build

customer confidence.

2. Respect I will respect and protect the dignity of each person. I will

assist customers to maintain a sense of control and feel valued.

3. Communication I will communicate clearly and effectively. I will listen

and respond in a prompt and timely manner.

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Customer Service Standards

4. Compassion I will convey kindness and compassion. I will promote a

caring culture and strive to understand others.

5. Courtesy I will treat others with courtesy at all times. I will be

considerate, patient, helpful and supportive.

6. Teamwork

I will encourage cooperation and teamwork. I will value each member of the healthcare team and contribute to team spirit.

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BETTER begins with MEI WILL have H.E.A.R.T

H – Hear our patients, listen to them & keep them informed Be There, fully present. Give your undivided attentionE – Empathize with our patients and maintain a professional behavior Convey kindness & compassion - treat patients with respect & Make Their DayA – Acknowledge immediately with eye contact, smile & say “Hello” Always introduce yourself, have badge visible & displayed on left shoulder area R – Respond promptly to requests & concerns, follow up & be proactive Apologize sincerely when breakdowns occur. Be accountable, correct the situation T – Teamwork values the contribution of each member – everyone’s role is important Choose Your Attitude, have a lighthearted approach & creative Playful moments Have pride in our environment….let’s work together to keep our center welcoming!

Have H.E.A.R.T because BETTER begins with ME

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Feedback is valuable and appreciated...we welcome it …our programs are

1. The Patient and Family Advisory Council

2. Verbal feedback

3. Karmanos Cares Program

4. C4QI – Comprehensive Cancer Center Consortium for Quality Improvement

5. Press Ganey Satisfaction Survey

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Feedback Programs1. The Patient & Family Advisory Council

This council is dedicated to promoting the delivery of the most comprehensive and compassionate health care for cancer patients, survivors, and their families.

This council serves as advocates to the KCC leadership team.The council meets monthly to provide input & direction for KCC and facilitate

understanding of the customers’ perspectives. This is a voluntary role and their dedication is apparent with this monthly commitment.

2. Verbal feedback

It is everyone’s responsibility to obtain verbal feedback and concerns. We must be responsive.

Customer service recovery is best accomplished at ‘point-of-service’ by ‘front-line’ care providers.Once you know of a concern – “YOU OWN IT” regardless of who, or what

department caused it………it is your responsibility to follow through.

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3. Karmanos Cares Program

On-site, real-time customer feedback survey. Brochures are given to patients upon admission.

Brochures and boxes are also available throughout KCC campus.Drop-off boxes are checked regularly.Customer concerns are followed-up by the Customer Service Department. Compliments are recognized in the Karmanos Starfish Program.

4. C4QI

The Comprehensive Cancer Center Consortium for Quality Improvement

A group of cancer hospitals and clinics throughout the nation that are a part of this quality initiative.

Enables us to compare our patient satisfaction scores with other Cancer Centers in the U.S.A.

Bi-annual reports provide a valuable benchmark that is specific to cancer care.

Feedback Programs

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Feedback Programs5. Press Ganey Satisfaction Surveys

National-level survey.Benchmarked against hospitals throughout the U.S.A., and our local market.

The Inpatient Survey is mailed to patients within 10 days following their discharge from the hospital.

The Outpatient Survey is mailed to patients following their clinic visit (one survey is sent every 3 months).

Patients rate us on a 5 point scale: 1 = Very Poor 2 = Poor 3 = Fair 4 = Good 5 = Very Good

We strive for 5!!!

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Service RecoveryThe art of fixing what went wrong for the customer and

mending the damage or error caused and restoring trust in the relationship.

Making the ‘recovery’ for an unexpected situation or experience.

Means that everyone will be responsive to concerns that are shared by our customers.

Customers don’t expect us to be perfect, but they do expect us to fix things when they go wrong. How we respond once we know about an issue can turn even a very unpleasant experience into a positive one.

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Service Recovery

C – Compassion for the Concern A – Apologize SincerelyR – RespondE – Empathize and Thank Them

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Service RecoveryService breakdowns happen, but what YOU do afterwards makes ‘the

difference’.

Each unit has a ‘Service Recovery Tool Box’ that provides materials that can be given to customers during service recovery.

These include: valet parking passes, meal tickets and gifts cards.

Recognizing the wrong and making it right through apology, action and closure all must occur immediately – on the front-line, by the person who has recognized the ‘oops’.

This is the “moment of truth” where patients find out exactly who and what they are dealing with – a giant, impersonal, inflexible bureaucracy, or a group of people who really care about them.

Nothing is more powerful than a sincere apology

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Recognition Programs

1. Karmanos Cares Coupons

2. Karmanos Cares Starfish Program

3. Team Recognition Award

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KCC Customer ServiceKarmanos Cares Coupon

Immediate recognition for outstanding service – ‘going above and beyond’.

KCC Leadership Team members have the $2.00 coupons, and forward them to recognize staff members.

Everyone on campus is eligible to receive them.

The coupon is redeemable in the Main Cafeteria, Main Campus Gift Shop, Quizno’s and the Midtown Deli Café.

Off site centers have gift cards redeemable at their local stores/restaurants.

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KCC Customer ServiceKarmanos Starfish Program

When a Karmanos Cares coupon is given for exceptional behavior, the employee’s name may be forwarded for entry in the tracking database.

When an employee is positively mentioned in any of our feedback programs, or recognized by Leadership, their name is entered in the tracking database.

Annually, once 8 or more recognitions have been received, the awardees will be publicly recognized with an award. A celebration honoring the awardees is held.

This Starfish Award recipient also receives a paid day off!

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Team Recognition Award

Press Ganey results are celebrated!

Both the Inpatient Units and the Outpatient Clinics are recognized for their achievements reported through the Press Ganey Survey.

Each team member is valuable and working together in our teams, the results are limitless!

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What Can YOU Do:

Start with the basics – know and demonstrate your KCC Customer Service Standards.

BETTER begins with ME

~ I WILL have H.E.A.R.T

Remember, first impressions are very important.

You may be the ONE person that

makes the difference for a customer.

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Our Goals:

To “Exceed” our Customers’ Expectations.

To understand why customer service is important to us.

To welcome feedback because it is a valuable means to constantly improve our service.

To manage Customer Service Recovery successfully at the point-of-service.

To create “WOW” experiences for all KCC Customers.

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Closing Thought….

“I have learned that people will forget what you said; people will forget what you did; but people will never forget how you made them feel.”

Maya Angelou

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FISH! at

The Karmanos Cancer Institute (KCI)

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FISH! Is a way of life. It’s a set of simple, interconnected principles that you can

tailor to your own life and work.

When you choose to make these principles a part of your life, no matter what is going on around you….you will notice a positive difference in your relationships and within yourself.

It reminds us of what we often forget when we are busy, stressed-out and self-absorbed.

The FISH! Philosophy made the Pike Place Fish Market in Seattle, Washington world famous.

If they can do this at a fish market, we can do easily do this at KCI and also become world famous!

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Principle #1:

PLAYPlay makes your job fun. It energizes the creativity and problem

solving in you. It pleases customers and team members.It makes boring and difficult tasks easier to

do.PLAY can be a lighthearted approach you bring to a difficult day.

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Principle #2:

MAKE THEIR DAY

In every moment lies the possibility to make a positive impact on someone you meet.Make Their Day starts by focusing on one person at a time.

Making Their Day may be: a smile, giving a compliment, giving a co-worker a “Pat–on-the-Back” ……….just doing something extra!

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Principle #3:

BE THERE

How can you BE THERE for someone? You give them your undivided

attention You put away your agendas You listen from their perspective You feel what they are feeling You are connected – totally focused

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Principle #4:

CHOOSE YOUR ATTITUDEWe all have the power of choice. Choice means you

are responsible for the way you act and react. No one else can make that choice for you.

You have to disconnect from your own world when you enter our campus….be totally here to care for our patients, families and co-workers!

Don’t be a CRAB! Your attitude affects the attitude of those around you so:

Choose your attitude wisely.

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References

Customer Service and Satisfaction, StudorGroup, 1999

Press Ganey Associates, 1985FISH! Philosophy, John Christensen,

Charthouse Inc., 2009

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Documents

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customer service philosophy

kcc customer service

kcc customer service

dissatisfied customer

customer confidence

kccs customer service

customer feedback programs