New Employee Orientation to QI Awareness

CUSTOMER STANDARDS WHAT IS C.S. VIDEO

Customer Focus

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Quality Improvement Pyramid

CUSTOMER STANDARDS WHAT IS C.S. VIDEO

Vision
Efficient Delighted Processes Customers

Strategic Plans
Leaders
Trustworthy Trusting of Others Approachable, Inspiring

Staff
Trustworthy Trusting of Others Collaborative, Committed

Quality Improvement System

Trained Staff

Customer Focus
Teamwork

Recognition Empowered Staff Quality Processes

Data Analysis Problem Solving Measurement Systems

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Agenda
CUSTOMERS CUSTOMER STANDARDS WHAT IS C.S. VIDEO

CUSTOMERS

Quality Principles
Customer Service Standards

STANDARDS

WHAT IS C.S..

What is Customer Service?

VIDEO

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Quality Principles Drive Customer Service

CUSTOMERS CUSTOMER
STANDARDS WHAT IS C.S. VIDEO

Always ask the question: how am I adding value to the process?

Know who your customers are both immediate and ultimate. Know who your process partners are.
Continuous process improvement We work with each other & process partners to deliver excellent service. Work Process Focus think about your work strategically and with a broader context

Prevention thinking ahead

Error Free Attitude do it right the first time Manage by Fact develop sound measurements
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Customer Service Standards

CUSTOMER

STANDARDS STANDARDS

WHAT IS C.S.

VIDEO

Standards should be specific and stated in numbers that can be measured against. For example, no caller kept on hold more than three minutes. To be effective, they must be: Meaningful - dont measure for measuring sake

Must be supported by all touching the process (leaders, staff, process, partners, etc.)
How do you measure your customer satisfaction?

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What is Customer Service

CUSTOMER STANDARDS

WHAT ISC.S. C.S. WHAT IS

VIDEO

Two Parts to Customer Service

1. Content part What we do
Knowing our job (rules, policies, regulations) Making good decisions (seeing the big picture) Following through Paying attention to details

2. People part How we do it

Caring about our customer Listening to needs Dealing with feelings

* Interesting Questions:
Is good customer service a skill or an attitude? Does customer service standards change over time?

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What is Customer Service

CUSTOMER STANDARDS

WHAT ISC.S. C.S. WHAT IS

VIDEO

How do you handle angry customers?

Take a deep breath to calm your self Focus on the facts Empathize with the customers What would you do?

Customers are not always right, but let them be wrong with dignity Disney Corporation

What is Customer Service

CUSTOMER STANDARDS

WHAT ISC.S. C.S. WHAT IS

VIDEO

Five Key Elements of Customer Service

Responsiveness Acting promptly Reliability Acting / completing as promised Assurance Acting knowledgeably Empathy Acting with care and understanding Tangibles Acting in a presentable environment

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What is Customer Service

CUSTOMER STANDARDS

WHAT ISC.S. C.S. WHAT IS

VIDEO

Five Key Elements of Customer Service

Responsiveness Acting promptly Setting and meeting deadlines Timeliness and promptness Replying to all phone calls and e-mails Acknowledging customers Being flexible
Reliability Acting / completing as promised Keeping promises Being dependable Being honest Being accurate and efficient Being accessible Ask for help from co-workers
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What is Customer Service

CUSTOMER STANDARDS

WHAT ISC.S. C.S. WHAT IS

VIDEO

Five Key Elements of Customer Service (contd) Assurance Acting knowledgeably

Knowing ones job Knowing where to find information Knowing how the organization works Knowing how to problem solve Knowing how to listen

Empathy Acting with care and understanding

Treating customers as individuals, not as a number No criticism or judgment Caring Empathy is NOT sympathy

Tangibles Acting in a presentable environment

Anything we can see, touch, hear, or smell Physical appearance Tone of voice Facial expressions Non-verbal cues

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FISH Video
CUSTOMER STANDARDS WHAT IS C.S.

VIDEO VIDEO

Video time!

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FISH Video
CUSTOMER STANDARDS WHAT IS C.S.

VIDEO VIDEO

Table Discussion Based on the FISH qualities: (a) Play (b) Be there (c) Make their day (d) Choose your attitude Discuss: (a) How can YOU do this on your job? (b) What could your unit/department do? (c) Scribe the ideas (d) What is happening now?
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Quick Quote
CUSTOMER STANDARDS WHAT IS C.S. VIDEO

The customer is not an interruption of our work, they are the purpose of our work.
- Anonymous

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