Customer Service Training

1

True Excellence through Exceptional Service

Table of Contents

~

Preamble

Module I. – The Customer

Module II. – The Reality of Poor Customer Service

Module III. - Modeling Excellence in Customer Service

Module IV. – FISH – Catch the Energy & Release the Potential

Module V. – The FISH Challenge

Module VI. – Making the Commitment to Excellent Customer Service

2


Preamble

A Customer

A customer is the most important visitor on our premises.

He is not dependent on us. We are dependent on him.

He is not an interruption to our work. He is the purpose of it.

He is not an outsider to our business. He is part of it.

We are not doing him a favor by serving him. He is doing us a favor by giving us an opportunity to do so.

Mahatma Gandhi

3


Preamble

An ExerciseAn Exercise

Identify 2 companies that you believe deliver Excellent Customer Service:

1.

2.

In Your Opinion, what makes these organizations successful?

4


Module IIDefining CustomerService

The Focus of Kids Behavioral Health

Quality ProgramsQuality Programs

Successful Successful OrganizationOrganization

Customer Customer RelationshipsRelationships

Dedicated Dedicated EmployeesEmployees

5


The Ice BreakerIn order to break the ice you will be introducing one of your colleagues next to you. Make sure the hobbies you list are legal.

________________ has worked at Copper Hills Youth Center for ______________ years, months, or weeks.

Their job title is a ________ and works in ________ Department or Unit.

Some of their hobbies include _________ and _________.

6


MODULE I

The Custom

er

7


Module I-The Customer Pre-Test

1. What is the definition of a customer?

2. Who are our customers? List them.

3. What are the two types of customers?

4. Who is the most important customer?

8


Module IThe Customer

The Definition of a Customer…The Definition of a Customer…

A customer is anybody who isn’t you!

This is a critical key to a successful organization. This definition of a customer includes all the people inside and all the people outside of the company: External & Internal Customers.

External CustomersExternal Customers:: The customers that we serve outside of the sphere of our company.

Internal CustomersInternal Customers:: The people who server our External Customers- the employees and and others that work within our company.

9

Who are our Customers?Who are our Customers?

External Customers:External Customers:

1. Patient/Resident/Client – the youth placed in our care.

2. Parent/Guardian – the youth’s parent and/or legal guardian.

3. Referral Source – the person(s) responsible for choosing and/or referring to our program.

4. Funding Source and/or MCO – the entity that pays for the treatment for the patient.

5. Vendors/Suppliers – those organizations that provide us with our supplies, i.e. food, repairs, etc.

6. Community – the people, businesses, and government in the area in which we live and work.



10

Who are our Customers?Who are our Customers?

Internal CustomersInternal Customers:

7. Employee – everybody on the payroll.

8. Contract Workers – persons who are contracted to provide services

9. Volunteer – non-paid workers

10. Interns – people providing services as part of their academic requirements

11. Supervisor – the person(s) that each employee reports to

12. Home Office – all home office employees



11



An Exercise …An Exercise …

The Customer A Self-Assessment

12



The Customer-A Self AssessmentInstructions: Circle 5 words that most clearly show how you feel about each of your customer categories.

EXAMPLE-------My Pet

a.

Interested Empathetic Informed

b.

Problems Issues Jargon

c. Thanks Clarity Acknowledged

d.

Ignored Disinterested Unclear

e.

Green Pleasant Content

f. Disturbed Red Unpleasant

13



The Customer-A Self AssessmentInstructions: Circle 5 words that most clearly show how you feel about each of your customer categories. Patient/Resident/Client

a.


b.



d.


e.



Parent/Guardian

a.


b.



d.


e.



14



The Customer-A Self AssessmentInstructions: Circle 5 words that most clearly show how you feel about each of your customer categories. Referral Source

a.


b.



d.


e.



Funding Source and/or MCO

a.


b.



d.


e.



15



The Customer-A Self AssessmentInstructions: Circle 5 words that most clearly show how you feel about each of your customer categories. Vendors/Suppliers

a.


b.



d.


e.



Community

a.


b.



d.


e.



16



The Customer-A Self AssessmentInstructions: Circle 5 words that most clearly show how you feel about each of your customer categories. Employee

a.


b.



d.


e.



Contract Workers

a.


b.



d.


e.



17



The Customer-A Self AssessmentInstructions: Circle 5 words that most clearly show how you feel about each of your customer categories. Volunteer

a.


b.



d.


e.



Interns

a.


b.



d.


e.



18



The Customer-A Self AssessmentInstructions: Circle 5 words that most clearly show how you feel about each of your customer categories. Supervisor

a.


b.



d.


e.



Home Office

a.


b.



d.


e.



19



The Customer-Self Assessment Results To score yourself, write down the letters that correspond to the row of each of the words that you circled. Category Row Letters

A,C,E B,D,F

Patient/Resident/Client

Parent/Guardian

Referral Source

Funding Source/MCO

Vendors/Suppliers

Community

Employee

Contract Worker

Volunteer

Intern

Supervisor

Home Office

If three words or more appear on lines a, c or e, you enjoy interacting with your customers.

If three words or more appear on lines b, d, or f, you do not enjoy interacting with your customers. “Super Service” by Val & Jeff Gee

20


Module I-The Customer Post-Test

1. What is the definition of a customer?

2. Who are our customers? List them.

3. What are the two types of customers?

4. Who is the most important customer?

21



KEY POINTKEY POINT

ALL of our customers are critically important and valuable to the success of our organization.

22



EVALUATION

On a scale of 1 – 5, please rate the following:

Category

1

Bad

2

Poor

3

Good

4

Great

5

Excellent

CONTENT of Module

Information & Value to You 1 2 3 4 5

Application to Your Job 1 2 3 4 5

PRESENTATION of Module

Length of Module 1 2 3 4 5

Exercises & Activities 1 2 3 4 5

PRESENTER(S) of Module

Presentation Skills 1 2 3 4 5

Presenters Interaction with Audience 1 2 3 4 5

What did you like MOST about this module?

What did you like LEAST about this module?

What comments and/or suggestions do you have that you feel could improve this module?

23


MODULE II

The Reality of

Poor Customer Service

24


Module II-The Reality of Poor Customer Service Pre-Test

1. What is the #1 reason why customer’s go to another company?

2. Out of 25 dissatisfied customers, how many people are likely to find out about bad service?

3. What are the Top 5 Consequences of Poor Customer Service?

25


Module IIThe Reality of Poor CustomerService

“Service Excellence” by Wendy Leebov, Ed.D.

68%

14%

9%

5% 1%3%

Bad Service

Dissatisfied

Competition

Friendships

Location Change

Death in Company

Poor Customer Service is the #1 Reason for Poor Customer Service is the #1 Reason for loss of customers and business!loss of customers and business!

26



The Reality of a Dissatisfied CustomerOut of 25 Dissatisfied Customers:

1 customer will complain to the organization about their dissatisfaction, the other 24 won’t complain.

6 of the 24 that won’t complain have a “legitimate and/or serious” complaint.

24 of the non-complainers won’t tell the organization about their dissatisfaction, but will tell between 10 and 20 other people about their bad experience.

The Reality: 25 dissatisfied customers can negatively affect between 250 – 500 current and prospective customers.“Service Excellence” by Wendy Leebov, Ed.D.

27



Poor Customer Service is like a Disease.

The stages of disease or methods of infiltration: (PORCS)

1 – IgnoranceIgnorance of preventive measures to prevent contamination & infiltration.

2 – ExposureExposure to one that is infected & practices PORCS.

3 – ContaminationContamination by allowing the germs or habits to enter our system or organization.

4 – InfectionInfection as the germs or habits overwhelm our defenses & we succumb to the behavior of PORCS.

5 – DamageDamage when the infection destroys the body’s or organizations vital functions & efficiency.

Or in our case it destroys the business.

28



Disease Symptoms of

Poor Customer Service

1.1. High Employee TurnoverHigh Employee Turnover

2.2. Compromised Quality of ProductCompromised Quality of Product

3.3. Erosion of Customer BaseErosion of Customer Base

4.4. Reputation & Image DamageReputation & Image Damage

5.5. Loss of RevenueLoss of Revenue

29



Where Does the Business Come Where Does the Business Come From? An Exercise:From? An Exercise:

List the top 5 Referral Sources and/or Territories that business come from.

1.

2.

3.

4.

5.

30

Where Does Our Business Come From?

19

Census = 96 Effective 10/31/02

27 13

21

54

1

Ranking By Region & Referral Source#1 – Arizona = $1.4 million* a. Navajo Nation b. AZ CYF#2 – Alaska = $909,000* a. Northstar Hospital b. Providence c. AK DFYS#3 – Utah = $806,000* a. UT DCFS#4 – New Mexico = $668,000* a. Lovelace b. Presbyterian c. Cimarron#5 – Colorado = $257,000* a. El Paso County b. Jefferson County c. Mesa County d. Pueblo County

* Based on ALOS –187 days

2

1

1

1

1

31


Module II-The Reality of Poor Customer Service Post-Test

1. What is the #1 reason why customer’s go to another company?

2. Out of 25 dissatisfied customers, how many people are likely to find out about bad service?

3. What are the Top 5 Consequences of Poor Customer Service?

32



EVALUATION


Category

1

Bad

2

Poor

3

Good

4

Great

5

Excellent

CONTENT of Module












33


MODULE III

Modeling Excellence

in Customer Service

34


Module III-Modeling Excellence in Customer Service Pre-Test

1. Who’s responsibility is it to set the tone for delivering excellent customer service?

2. What is it that you want our customers to say about our organization?

3. Why is the customer’s perception of quality so important?

35


Module IIIModelingExcellence in CustomerService

It is an individual’s responsibility to set the tone for Excellence in Customer Service.

Model the expectation!

36



Covey’s Principle: Begin with the End in MindWhat is it that you want your …

… patients/residents/clients

… parent/guardians… referral sources… funding sources… vendors/suppliers… community… employees… contract workers… volunteers… interns… supervisors… home office

to say about your organization?

37



The Customer’s Perception

is

Our Reality!

38



An Exercise:An Exercise:

Follow the Follow the LeaderLeader

39


Module III-Modeling Excellence in Customer Service Post-Test

1. Who’s responsibility is it to set the tone for delivering excellent customer service?

2. What is it that you want our customers to say about our organization?

3. Why is the customer’s perception of quality so important?

40



EVALUATION


Category

1

Bad

2

Poor

3

Good

4

Great

5

Excellent

CONTENT of Module












41


MODULE IV

FISHCatch the Energy &

Release the Potential

42


Module IV – FISH – Catch the Energy & Release the Potential Pre-Test

1. Why are you working for Copper Hills Youth Center?

2. Do you like your job? Why or Why Not?

3. Do you deliver excellent Customer Service?

43


Module IVFISH – Catch the Energy & Release the Potential

““We have the combined knowledge and the We have the combined knowledge and the energy to position Kids Behavioral Health energy to position Kids Behavioral Health

as the premier provider of behavioral as the premier provider of behavioral health services and as the employer of health services and as the employer of

choice in our communities.choice in our communities.

This will happen when positive attitudes, a This will happen when positive attitudes, a sense of purpose, and great passion are sense of purpose, and great passion are

combined with healthy playfulness.combined with healthy playfulness.

It all starts with making a choice.It all starts with making a choice.

I encourage you to choose the ideals and I encourage you to choose the ideals and attitudes demonstrated in this book and attitudes demonstrated in this book and

to incorporate them into your daily lives”.to incorporate them into your daily lives”.

44



An Exercise:An Exercise:

Read the Book: Read the Book: FISHFISH

45



Discuss the Discuss the BookBook

46


Module IV – FISH – Catch the Energy & Release the Potential Post-

Test

1. Why are you working for Copper Hills Youth Center?

2. Do you like your job? Why or Why Not?

3. Do you deliver excellent Customer Service?

47



EVALUATION


Category

1

Bad

2

Poor

3

Good

4

Great

5

Excellent

CONTENT of Module












48


MODULE V

The FISH Challenge

49


Module V – The FISH Challenge Pre-Test

1. What are the 4 FISH Philosophies to creating an exciting work environment and making a difference in the lives of others?

1.2.3.4.

50



Watch the Watch the VideoVideo

51



Discuss the Discuss the VideoVideo

52


Module VThe FISH Challenge

An Exercise: What Can You Do?

CHOOSE YOUR ATTITUDE: CHOOSE YOUR ATTITUDE: The Fish guys are aware that they chose their attitude each day. One of the fish guys said, “When you are doing what you are doing, who are you being? Are you being impatient and bored, or are you being world famous? You are going to act differently if you are being world famous.” Who do we want to be while we do our work?

PLAY: PLAY: The fish guys have fun while they work, and fun is energizing. How could we have more fun and create more energy?

MAKE THEIR DAY: MAKE THEIR DAY: The fish guys include the customers in their good time. They engage their customers in ways which create energy and goodwill. Who are our customers and how can we engage them in a way that will make their day? How could we make each other days?

BE PRESENT: BE PRESENT: The fish guys are fully present at work. What can they teach us about being present for each other and our customers?

53



Group Presentations

54


Module V – The FISH Challenge Post-Test

1. What are the 4 FISH Philosophies to creating an exciting work environment and making a difference in the lives of others?

1.2.3.4.

55



EVALUATION


Category

1

Bad

2

Poor

3

Good

4

Great

5

Excellent

CONTENT of Module












56


MODULE VI

Making The Commitmen

t to Excellent Customer Service

57


Module VIMaking the Commitment to Excellent CustomerService

An Exercise …An Exercise …

Write a Letter to MyselfInclude…

A statement of your personal commitment to customer service and clinical excellence. Explain, why you think that is important.

List at least 5 specific things that you will do in the next 5 weeks that will improve your ability to provide exceptional customer service.

List 5 more things that you will do to help your colleagues improve their level of customer service.

End your letter with an encouraging statement to yourself regarding continuous professional growth that will contribute to exceptional quality within the Kids Behavioral Health Network.

58



Dear …

59



Letter Continued …

60



EVALUATION


Category

1

Bad

2

Poor

3

Good

4

Great

5

Excellent

CONTENT of Module












61


EVALUATION

EVALUATION OVERALL On a scale of 1 – 5, please rate the following:

Category1

Bad2

Poor3

Good4

Great5

Excellent

CONTENT of Module




Length of Entire Program Presentation

1 2 3 4 5





What did you like MOST about this Customer Service Presentation ?

What did you like LEAST about this Customer Service Presentation?

What comments and/or suggestions do you have that you feel could improve this Customer Service Presentation?

Documents

Customer Service Training