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FRONT OFFICE
The etiquettes of the front desk executives play a very dynamic
role in canvassing image of the Hospital
Never Leave the Desk Empty as it’s the first point of contact for
patients/bystanders it is rightly said
“Customers are Kings and Kings are never left
unattended’’.:
Continued….
1.PROFESSIONALISM
Positive Attitude
Attentive – listen and care (make them know they matter)
Give accurate information, don’t be afraid to say “I don’t know, but I will find out”
Friendly approach – watch for non-verbal and body language signs
Eye contact (best response in 2 seconds)
Learning to say no with tact and courtesy and confidence
Use names whenever possible
Stay positive
Work Ethics
Punctuality
Time Management
Manage multi-tasking
Follow the chain of command
Professionalism continued……
Etiquette
Telephone
Greeting
Holds
Transfers
Workspace
Clean from clutter
Organized (know where to find things and put them
back in their place)
No food, drinks in covered containers
Socializing limited to break times
Front Desk Executive continued…..
2) PROMPTNESS-
Promptness is integral as the receptionist is the
point of contact for the external customers as
well as the employees
3) COURTESY -
Attention needs to be given to every person who
walks in.
However important guests & clients should be
treated with more attention
Welcome everyone with a smile
Conduct with everyone has to be polite
Front Desk Executive continued…..
4. Teamwork
Be respectful of all members of your team
Be coachable and open minded to help offered by your
supervisor or other members of your team
Be willing to work together to accomplish department
and institutional goals
Be willing to be available and do your share of necessary
extras (take one for the team)
Be willing to share you knowledge with others. Mentor
and support new team members
Give recognition and credit wherever you can for a job
well done or a difficult situation well handled.
Team work Continued….
Listen and be attentive to what your customer needs
Communicate using clear business language and
remember to watch body language
Be a life long learner at your job as well as your personal
education.
Be understanding of all people and situations, especially
where you may have biases that are contrary
Always be willing to learn a new task versatility goes a long way
Quality Patient Care
“Quality is never an accident. It is
always the results of high intention,
sincere effort, intelligent direction and
skillful execution; it represents the
wise choice of many alternatives. ”
Providing Extraordinary Service
Exceeds Patients ’ expectations
Makes the Patients feel you CARE & are doing your best
Value-for-money(time) services
Under Promise & Over Deliver’
Don’t pass the Patients/Bystanders in &around
Treat every Patients/Bystanders as an individual with unique service
needs & expectations.
Answer promptly to Patients/Bystanders needs
Determined by degree of empathy, caring & individual attention
shown
Extraordinary Service Cont……..
You represent the organization
Every contact offers you a new opportunity for self- enrichment
Handles emotional situations well
Provides positive strokes where appropriate
Undivided attention to your Patients/Bystanders
Be natural, not fake or mechanical
Be positive, energetic, helpful & cordial
Be your Patients/Bystanders agent
What Do Patients/Bystanders Want?
To receive an apology
To be offered a “fair fix” for the problem
To be treated in a caring manner
Not treated liked a nuisance
Effective service recovery procedures
service recovery
Complaints - best source of feedback o 54% - 70% of
customers return when their complaints are resolved
95% of customers become loyal when their complaints are resolved quickly
Turn “upset” into “delighted”
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