Making the Change from Lab Mentality to Customer Service...
Transcript of Making the Change from Lab Mentality to Customer Service...
Making the Change from Lab Mentality
to Customer Service Mentality (Part 2)
Susan R. Besaw, MBA, MASCP, SCT(ASCP)
2011 ASCP Annual Meeting
Audience Response Time
What is your role?
A. Pathologist
B. Laboratory Professional
Lab Director/Manager
2011 ASCP Annual Meeting
C. Lab Director/Manager
D. Customer Service, Logistics or Support
What is your role?
25%
25%
A. Pathologist
B. Laboratory Professional
C. Lab Director/Manager
2011 ASCP Annual Meeting
25%
25%
C. Lab Director/Manager
D. Customer Service, Logistics or Support
“The jump is so frightening
between where I am and
where I want to
be…because of all I may
become I will close my
2011 ASCP Annual Meeting
become I will close my
eyes and leap”
–Mary Anne Radmacher
4
Review from Part 1
� Value disciplines
� “Customer focused” recruitment strategy
� Actions that foster a “customer focused”
culture
Making the Change from Lab Mentality to Customer Service Mentality (Part 1)
2011 ASCP Annual Meeting
� First impression and non-verbal communications
� Telephone communications
�Phrases to avoid
�Supportive workplace interactions
�Professional work ethics
5
Objectives
� Develop skills for diffusing difficult customer
interactions
� Define the four components of the H.E.A.T. Model
� Identify tools that foster culture change
Objectives
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Audience Response Time
Which Character most represents you?
A. Tigger
B. Eeyore
C. Eeyore in a “Tigger Suit”
2011 ASCP Annual Meeting
C. Eeyore in a “Tigger Suit”
D. Don’t Know
Which Character most represents you?
25%
25%
A. Tigger
B. Eeyore
C. Eeyore in a “Tigger Suit”
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25%
25%
C. Eeyore in a “Tigger Suit”
D. Don’t know
Service Recovery
How to deal with difficult customers
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Audience Response Time
A Zebra is…
A. a black animal with white stripes
B. a white animal with black stripes
C. an animal with both colored stripes
2011 ASCP Annual Meeting
C. an animal with both colored stripes
D. …complicated
A Zebra is…
25%
25%
A. a black animal with white stripes
B. a white animal with black stripes
C. an animal with both colored stripes
2011 ASCP Annual Meeting
25%
25%
C. an animal with both colored stripes
D. …complicated
“Customers perceive service
in their own unique,
idiosyncratic, emotional,
irrational, end-of-the-day,
and totally human terms.
Service Recovery
2011 ASCP Annual Meeting
and totally human terms.
Perceptions is all there is!”
--Tom Peters
Honor Your Complainers
� Not everyone will complain
� Tell others
�Some will make it a personal crusade
� BUT…some will come back if the problem is
Service Recovery
2011 ASCP Annual Meeting
� BUT…some will come back if the problem is solved
� If impressed they will tell others
� Learn from them
Stimulus-Response Model
Service Recovery
=Stimulus Response Results
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=
ANGER
Service Recovery
HIGH
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ANGER
REASON
HIGHLOW
Negotiation And Conflict Management Matrix
Service Recovery
Relationship
CollaborateAccommodating(Lose to Win) (Win-Win)
High
Compromise
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Relationship
Outcome
Avoiding Competitive
(Lose-Lose) (Win at all cost)
HighighLow
Low
Compromise(Split the difference)
Apply H.E.A.T To Difficult Situations
H� Hear the customer out
E � Empathize
Service Recovery
2011 ASCP Annual Meeting
A � Apologize
T � Take responsibility for solving the problem
Hear The Customer Out And Empathize
� An upset customer has
two needs
� Personal/Emotional
� Practical/Problem
Service Recovery
Personal / Emotional1st
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Practical / Problem
2nd
Listen To Understand
“Seek first to understand, then to be
understood.”
Service Recovery
2011 ASCP Annual Meeting
--Steven Covey, The Seven Habits of a Highly Effective People
Apologize
An apology is an
acknowledgment of the
customer’s issue
Service Recovery
2011 ASCP Annual Meeting
…leave the bags!
Take Responsibility to Problem-Solve From the
Customer’s Perspective
� Put yourself in their shoes
� Consider what they “feel” should be done
� Identify and offer the best options available
Service Recovery
2011 ASCP Annual Meeting
� Identify and offer the best options available
� Thank them and follow through
� Fix the problem from repeating
Culture Change in Action
“The people on top of the
mountain didn’t fall there.”
2011 ASCP Annual Meeting
mountain didn’t fall there.”
--Anonymous
The Plan
� Top leadership support
� Customer Service = Technical skills
� Customers include co-workers
Goals:
Culture Change in Action
2011 ASCP Annual Meeting
�Goals:
� Internal: positive, productive workplace
�External: patients return for service
Tools
� Plan description
� Performance standards
� Commitment statement
Videos and Posters
Culture Change in Action
2011 ASCP Annual Meeting
� Videos and Posters
� Etiquette procedures
� “Hiring for fit”
� Rewards/punishment
Measurement of Success
� Surveys
�Customer satisfaction
�Press Ganey
�Patient loyalty
Culture Change in Action
2011 ASCP Annual Meeting
�Patient loyalty
�Employee satisfaction
�Observation forms
� Compliments/Complaints
What’s different this time?
� Performance standards
� “Commitment statements”
�Group training
1 on 1 with supervisor/manager
Culture Change in Action
2011 ASCP Annual Meeting
� 1 on 1 with supervisor/manager
� Rewards/discipline
� Celebrate the champions and role models
The Plans…
Are NOT…
� “Smile campaigns”
� Simple, quick or easy
� One person's job
Are…
� Culture changes
� Work in progress
� Everyone‘s
Culture Change in Action
2011 ASCP Annual Meeting
� One person's job
� A finished product or
passing initiative
� Everyone‘s
responsibility
� Growth & legacy-
building strategy
Examples from Business
� Zappos’--10 Core Values
� Amazon’s--14 Leadership Principles
� Google’s--10 Core Principles
Culture Change in Action
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“Courage doesn’t always
roar. Sometimes
courage is the little
voice at the end of the
day that says I’ll try
2011 ASCP Annual Meeting
day that says I’ll try
again tomorrow.”
– MaryAnne Radmacher