WRSU Customer Service

The Beauty of Change

Foreword

It is your responsibility to ensure caller

satisfaction with your department.

Objectives Don’t let the stress of your work affect how you

treat people on the phone.

Treat all callers with courtesy and respect.

All calls are important.

Assist with their request immediately.

If you don’t know, find out for them; show initiative.

Expectations of Excellence What kind of service do our callers

expect over the phone? Who is the customer? What does “customer care” mean in

today’s competitive world? First impressions are lasting

impressions Serving people is our privilege

Unacceptable

Chewing gum Eating/drinking Keyboarding Loud music Sidebar conversations

Poor Phone Skills Loss of Customers Business Image of Not Caring Unprofessional Reputation Increase of Irate, Angry, Upset Callers

“Customer Care” Over The Phone

Rethinking our approach to answering the phone is critical. We provide “care” over the phone.

Being professional on the phone, will encourage trust and confidence from our customers.

Give a good voice impression each time you pick up the phone.

Greet the Customer

Smile Give Your Department Name Give Your Name Ask How You Can Help

Greeting The Caller

The Uniform Response

Uniform responses are important because it

shows teamwork, professionalism and

prevents loopholes (only providing good

customer care to family, people of a higher

stature, etc).

Use the ASAP Technique

Acknowledge

Sympathize

Accept

Prepare

Acknowledge

ACKNOWLEDGE the person’s feelings and

apologize for the inconvenience the customer

has encountered.

Sympathize

SYMPATHIZE and empathize with the caller.

1. Listen to The Problem

2. Identify The Cause

3. Discuss Possible Solutions

4. Solve the Problem

Accept

ACCEPT 100 percent responsibility for the call.

Realize that angry customers are not unhappy with you just the situation.

Don’t take it personally you had no part in the problem.

Accept responsibility and prepare to assist with a solution.

Prepare

PREPARE to help.

State that you will be able to help

Use the caller’s name, if possible, which

helps diffuse the anger

Be sincere

Closing A Routine Call Effectively

The last part of a positive phone encounter is to let our customers know we are here for them;

Thank Them For Calling

Invite Them To Call Back If Needed

Smile and Say Good Bye

No Excuses

Excuses no one wants to hear “The computer is down”

“I’m the only one here”

“I’m new here”

“That’s not my job/department”

This is your problem, not the caller’s.

All the Caller Hears:

“You are not going to help me.”

Problem Solving Techniques

1. Understand the problem. A. Get all the facts. B. Listen non-defensively. C. Repeat back problem as understood.

  2. Identify the cause. A. Find out what has happened. B. What should have happened? C. Find out what went wrong.   3. Discuss possible solutions. A. Suggest options. B. Ask for ideas. C. Agree on best course of action.   4. Solve the problem. A. Remove the cause, or B. Take corrective action. C. Are they satisfied with resolution?

Talkative CustomerThey mean no harm. No need to be rude for

the interruption. Just help them. Find the correct extension. Listen. Then transfer them to exactly who you

know can help them “Sure Ms. Johnson, I know exactly who you need to be speaking to. Mr. Brown

in our Finance Department. May I transfer you? His extension is 5555 in case you get disconnected. Thank you for calling, have a good day.”

Communicate, communicate, communicate!

HIPAA Law

If they are calling for confidential type information state, “HIPAA law prevents me from giving out that information, but what I can do is”

HIPAA continued

If they get upset because you did not give confidential information that is alright.

The public needs reminders that we are a professional healthcare organization.

Protecting our patients confidentiality is our legal obligation.

There is no department or employee that will make an exception and give them illegally obtained information.

Swear Stopper

Unfortunately, there are callers who are firmly convinced that abusive language is their only recourse.

Say to the caller in a firm, but pleasant voice,

“Excuse me, I can assist with your problem, but I cannot help you if you continue with

your abusive language.”

With this phrase, you have taken control of the conversation.

Electronic Devices

Please refer to the WRSU Policies and Procedures for the full length version. Basically, it says…..

Personal wireless devices, including cell phones, pagers, PDA’s and other similar devices, shall not be used during work hours for any purpose.

This includes but is not limited to telephone calls, texting or similar communication either with or without Blue Tooth technology. These devices may be used only during approved breaks or lunch breaks.

Summary

Great phone etiquette is good for everyone because it shows our customers we’re

professional, helpful, caring and courteous.

It also lets our co-workers know we are doing our part as an important member of this

team.

Thank you.