Understanding the Customer

Review of Course ThemesUnderstanding the CustomerWeek 1In week 1, you were introduced to the definition of Customer Serviceaccording to the author of the textbook, Timm R. PaulCUSTOMER SERVICEshould be as routine as paying your bills or ordering office supplies. It doesnt have to be elaborate to be impressive. Often its the small things that customers remember: a phone call returned on time, a card to mark a special occasion, a thank you note or a gift.REVISITING QUESTIONSAt the end of the coursedo you agree with the above definition? Has your opinions about customer service changed? Would you change YOUR definition of a customer?We asked the question is the customer always right?What is your answer now?

Week 2Who is the CustomerWHO IS THE CUSTOMERWhy does good customer service matter?Who is the healthcare customer?Definition of what a customer issomething to do with value?Internal customers, external customers, inter-professional customers, who are they?What is teamworkwhy is it necessary and how can you successfully work in a team?

Week 3Understanding how behaviors and personality influence customer serviceRules of communication, what are they and what do they mean?What are various individual behaviours that will engage and please our clientsName 5, why would you use them?What are various organizational behaviours that convey a customer-centered organization?Name 3, why would you use them?Why are first impressions so important in a healthcare facility? What are the four different types of communication styleswhich style is the BEST way to communicate?

Week 4Understanding the importance of listening and great communication to promote excellent customer serviceWhy do we need to always practice listening?What is the problem with listening? What is the cocktail party effect?Name three Bad Listening HabitsName one Environmental and one Interactional elements that affect listening?How can you take steps to improve your listening?

Week 5The effects of the Internet on Customer ServiceUNDERSTANDING THE CHANGING ROLE OF THE INTERNET AND HOW IT IS AFFECTING THE WAY THAT WE INTERACT WITH CUSTOMERSBasic vs. an Interactive websitewhat is the difference? What should a healthcare website contain to make it client friendly and functional?How can we use Social Networking sites and Internet and technological communication to provide better customer service?

Week 5Diversity and the Customer (internal and external) Diversitywhat does discrimination look like?Diversity in healthcarewhy is it important to have an open mindDiversity in a healthcare teamwhat does that look like?What steps can we take to begin to enjoy diversity?