Teaching Customer Service in a Healthcare Curriculum Terry Whitson, TW Training Cedar Rapids, Iowa

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Transcript of Teaching Customer Service in a Healthcare Curriculum Terry Whitson, TW Training Cedar Rapids, Iowa

  • Slide 1
  • Teaching Customer Service in a Healthcare Curriculum Terry Whitson, TW Training Cedar Rapids, Iowa
  • Slide 2
  • Things to ponder: O Understand service vs. satisfaction O Identify measurement standards for internal and external customer satisfaction O Understand how the four generations can assist teams to be more effective with clients, families, patients, and each other O Identify characteristics of each generation and what teams should keep in mind
  • Slide 3
  • What makes a team work? O 1. Understanding your role as a contributing member O 2.Understanding the expectations and goals O 3.Displaying a positive attitude O 4.Having common access to resources O 5.Working in a climate of trust O 6.Believing you can make a difference O 7. Supporting decisions that are made O 8.Exhibiting a win/win approach to conflicts O 9.Exhibiting effective communication skills O 10. Having a commitment to customer satisfaction (internal and external)
  • Slide 4
  • Service vs. Satisfaction? O Service is going through the motions O Satisfaction is the WOW factor or giving more then expected
  • Slide 5
  • Why is providing customer satisfaction such a struggle? O Please discuss the common barriers to providing excellent customer service and creating customer satisfaction.
  • Slide 6
  • Everyone benefits from superior service and satisfaction!
  • Slide 7
  • Customer Strategies O How does a customer s expectations affect the perception of the service received? O Expectations O Perception O Reality
  • Slide 8
  • Moment of Truth O Occurs whenever and wherever there s customer contact O It s the moment when the customer forms a perception of the organization and you
  • Slide 9
  • Who is your customer? O The most important person internally or externally in person, on the phone, by e-mail or mail
  • Slide 10
  • What does your customer want from you? O To listen O Answer a question O Solve a problem
  • Slide 11
  • Measurement O What is your customer service standards? O How do you measure them? O What are the consequences to you and your organization of not meeting those standards?
  • Slide 12
  • Which statements reflect how you feel? O The customer is always right O The customer always has the right to be treated right O Treat others as you would want to be treated O Treat others as they want to be treated
  • Slide 13
  • What is a service culture ? O Members of a team share the philosophy that fulfilling the needs of both external and internal customers is of prime importance O Building positive relationships
  • Slide 14
  • How do you build a service culture ? O 1.Recognize quality service O 2.Assess your own service delivery O 3.Assess systems, policies, and procedures O 4.Develop a service philosophy
  • Slide 15
  • Service culture indicators: O People smile O People are friendly and courteous to each other O People take responsibility O People are responsive O People ask if they can help O People look for ways to improve O People feel empowered to act O People break down communication barriers
  • Slide 16
  • Good Intentions vs. Outstanding Service O Good intentions are not enough- customers can only see and hear our behavior. O Everything you do and say, with every single customer, must be geared toward demonstrating the importance you and the organization places on outstanding customer service.
  • Slide 17
  • In order to build a service culture, two things need to work hand in hand: O Systems, processes, procedures O People
  • Slide 18
  • Service promise O There must be a connection between what you promise and what you deliver. O A gap between the two can lead to customer service problems.
  • Slide 19
  • Customer Scenarios O 1.Family is upset because of a delay in treatment. O 2.Family is dissatisfied with the way they were treated. O 3.You feel your team member isn t giving the best care because they are disgruntled about a new policy.
  • Slide 20
  • Customer Satisfaction Challenge O How can you increase your value to your customers? O What does a delighter look like?
  • Slide 21
  • Generational Challenge O Each generation uses different languages O E.g. When I say effective communication methods what does that mean to you?
  • Slide 22
  • Generational Challenge O Communication methods could mean formal writing and speaking to an older generation O Might mean e-mail, texting, face book or instant messaging to the younger generation
  • Slide 23
  • Your style O What is your preferred communication style at work? O How do you like to give and receive feedback? O If you could choose how your team interacts with each other, what communication methods would you suggest?
  • Slide 24
  • What are the generations? O Traditionalists Up through 1945 O Baby Boomer 1946-1964 76 million O Gen X 1965-1982 45 million O Millennial (Gen Y) 1982-present80 million
  • Slide 25
  • Generational Differences Relate To Shaping Influences: O Social, political &economic O Education level O Familial structure O Communication styles O Role of work in life O Technology
  • Slide 26
  • Things to consider: O Communication O Work ethic and values O Interaction with team members O Feedback and rewards O Motivation
  • Slide 27
  • Influencing years O Traditionalists 1930- 1950s O Baby Boomers1950s-1970s O Gen X1970s-1990s O Millennial1990s- 2000s
  • Slide 28
  • Why is this important? O Research indicates that people communicate based on their generational backgrounds O Distinct attitudes, behaviors, expectations, habits, and motivations are influenced by familial and cultural experiences of childhood-defines your generations values
  • Slide 29
  • Slide 30
  • Defining Events: Traditionalist O The Great Depression O F. Roosevelt Presidency (New Deal) O Pearl Harbor O World II O Atomic Bomb: Hiroshima/Nagasaki O Cold War O Television O Big Band era
  • Slide 31
  • Workplace for a Traditionalist O Created the organizations we know today. O Influenced by the military and created a workplace reflecting a hierarchy with a clear chain of command. O Employees worked hard to receive raises, bonuses and higher ranks. Higher rank (with the higher salary) was valued and envied by employees on their way up and held in high esteem by those at the top.
  • Slide 32
  • Characteristics of the Traditionalist In the Workplace Values O Hard work O Consistency, uniformity O Discipline O Individual contributions O Organization O Hierarchy O Tradition O Logic O Family O Direct communication O Dedication O Conformity O Law and order O Patience O Delayed reward O Duty before Pleasure O Adherence to rules O Honor O Respect for authority
  • Slide 33
  • Characteristics of a Traditionalist O Traditional family structure (marry once) O One or two jobs in a lifetime O Believe in earned respect through tenure O Expected education level: High School O Not as comfortable with technology O Frugal/pragmatic: Spendthrifts O Need to feel RESPECTED O Success because Ive worked hard and put in the time
  • Slide 34
  • Slide 35
  • Baby Boomer O Civil Rights O Birth control pill introduced O John F. Kennedy elected president O Cuban Missile Crisis O John Glenn circles earth O MLK March on Washington O JFK, MLK, RFK assassinations O Combat troops sent to Vietnam O Moon landing/ Woodstock O Vietnam War Protests/Kent State shootings O Rock and Roll
  • Slide 36
  • Characteristics of Boomers O Need Recognition for achievements O Posted degrees and certificates on office walls O Use of designation of earned credentials on business cards O Titles O Value those who work long/traditional (9-5+) hours O Lots of meetings O Involvement/Consensual Leadership O Define themselves by what they do O Keeping up with the Joneses-deviate from parents frugality You are what you have O Need to feel valued and NEEDED
  • Slide 37
  • Baby Boomer O Role of career O Central focus O Possibly six career positions O Value long hours and late nights O View of authority O Challenge leaders O Work to get to the next level O View of technology O Master it O Success becauseDriven, change the world
  • Slide 38
  • Slide 39
  • Gen X O Watergate Scandal O Energy Crisis begins O Tandy and Apple Market PCs O US Corporations begin Massive Layoffs O Iran Hostage Crisis O John Lennon shot and killed O Ronald Reagan inaugurated O Challenger Disaster O Exxon Valdez Oil Tanker Spill O HIV O Three-Mile Island O Fall of the Berlin Wall O Operation Desert Storm O Rodney King beating, LA riots O Punk Rock, Rap, and Grunge
  • Slide 40
  • Environment of Gen-X O Divorce reached an all-time high O Single-parent families became the norm O Latch-key kids were a major issue of the time O Children not as valued looked at as a hardship O Families spread out (miles apart) O Family size = 1.7 children (many only-children) O Average 10 year old spent 14 minutes a day with a significant adult role model O Turmoil during this generati