3 Customer Focus

CUSTOMER VIDEOSTANDARDS WHAT IS C.S.

2-1

New Employee Orientation to QI Awareness

Customer Focus


3-2

Quality Improvement Pyramid

Strategic Plans

Leaders Trustworthy Trusting of OthersApproachable, Inspiring

Quality Improvement System Trained Staff Recognition Data AnalysisCustomer Focus Empowered Staff Problem Solving Teamwork Quality Processes Measurement Systems

Vision

EfficientProcesses

Staff Trustworthy

Trusting of Others Collaborative, Committed

Delighted Customers


3-3

Agenda

CUSTOMERS VIDEOSTANDARDS WHAT IS C.S.

CUSTOMERS

STANDARDS

VIDEO

WHAT IS C.S..

Quality Principles

Customer Service Standards

What is Customer Service?


3-4

Quality Principles Drive Customer ServiceCUSTOMERS

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


3-5

Customer Service StandardsSTANDARDS

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 - don’t measure for measuring sake

Must be supported by all “touching” the process (leaders, staff, process, partners, etc.)

How do you measure your customer satisfaction?


3-6

What is Customer ServiceWHAT IS C.S.

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?


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 ServiceWHAT IS C.S.


3-8

What is Customer Service

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

WHAT IS C.S.


3-9


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

WHAT IS C.S.


3-10


Five Key Elements of Customer Service (cont’d)

Assurance – Acting knowledgeably Knowing one’s 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

WHAT IS C.S.


3-11

FISH VideoVIDEO

Video

time!


3-12

FISH 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?

VIDEO


3-13

Quick Quote

“The customer is not an interruption of our work, they are the purpose of our work.”

- Anonymous

Documents

3 Customer Focus