Customer Service Training

What is customer service?Customer service is:• Anticipating and meeting needs• Managing and meeting expectations• Resolving problems and conflict• Consideration and respect• Customer service is an attitude, not a

task

Who is the customer?• Patients are our customers

• Who else?• Other physician offices• Family members• Co-workers• Community

Who is responsible?• Every employee contributes in some way

to the overall customer service that the organization provides and therefore is responsible

• It is not necessary to have direct patient contact to be an important part of the experience of each patient

Why is customer service important?

• Patients evaluate quality based on customer service

• Brings consistency to the organization• Helps to provide repeat top quality

customers• It is necessary in order to be the best

How exactly do I do this?Developing the right attitude• The simplest ways include

• Speak highly of CPC at all times• Smile• Acknowledge patients • Speak in a pleasant tone of voice• Treat others like you would want to be

treated!!

How exactly do I do this?Anticipating and meeting needs• Consider what the patient may be

feeling• Frustration (maybe the patient

experienced a long wait time or had trouble getting an appt)

• Fatigue- (most patients feel bad when they come to the doctor)

• Fear (patient uncertain of the outcome of their visit)

How exactly do I do this?Managing and meeting expectations• Always tell customers the truth, but avoid

unnecessary details• Do not promise what cannot be delivered• If customers have unreasonable expectations,

be prepared to explain why those cannot be met

• Remain positive

How exactly do I do this?Resolving problems and conflict• Always attempt to resolve conflict

quickly if conflict cannot be avoided• Always ask the customer what it is

that they would like- don’t assume• You have the ability to manage the

conflict- do not let it get out of hand• Do not take a customer’s anger

personally

Managing Conflict

• Encourage customers to talk about their complaint to you if you sense they are unhappy with their visit.• If customers are unhappy and cannot voice

their complaints within the organization, they will be voiced elsewhere. • One unhappy customer will tell 8-16 people

about the experience. • 91% of unhappy customers will never return.• It costs 5 times as much to attract a new

customer as to keep an old one.

Managing conflict• When a patient complains, something did not

meet his or her expectations. Why?• Expectations were not reasonable

• Through good conflict management, customer expectations can be adjusted

• Someone failed to provide good customer service• This often occurs when customer service is not a top

priority• Processes are not set up to handle patients

effectively• This should be identified and corrected through

management

Managing conflict• Attempt to resolve conflict easily

• Ask customer what the problem is• LISTEN attentively • Put yourself in the customer’s place• Offer to have a supervisor speak with the customer if

not easily resolved• NEVER promise what you cannot deliver• NEVER raise your voice- this is very unprofessional

and gives the customer ammunition for further conflict

What does customer service mean for me?• A more enjoyable work environment• Respect and appreciation from

customers• Ownership of work responsibilities• Happy customers equate to long run

job security• Pride in job well done

Helpful hints Say “What can I do to help?”, not

“Its not my job.” Say “Will this time schedule meet your

needs?”, not “Are you happy now?” Say “Thank you for letting us know there is a

problem. We are striving to be the best”, not “No one else ever complains.”

Say “We appreciate your business and want to continue serving you in the future” , not “We don’t need you.”

Summary• Treat customers with kindness and respect

and you will get the same in return• Consider and meet expectations• Quickly offer conflict resolution, even if you

think that the customer is wrong• Communicate, communicate, communicate