CUSTOMER SERVICEHOW DO YOU KEEP THEM COMING BACK FOR MORE?

WHAT IS CUSTOMER SERVICE?

The ability to exceed a customers expectations.

WHO DOES IT WELL?

Blood centers are in the people business.

It’s not what we serve, it’s who we serve.

SOME STATISTICS

• The average customer with an unresolved complaint will tell 9-10 people.

• 13% tell more than 20 people.

• 70% of complainers will return if you resolve the complaint.

• 95% of complainers return if resolved quickly.

MORE STATISTICS

• For every complaint, there are 25 customers who don’t say anything.

• Six of these have serious complaints.

PAY ATTENTION TO THE DONOR

• Engage the donor in conversation.

• Make sure they know you’re happy they are there.

• Do not ignore them to carry on a conversation with other staff.

• Explain the process and answer their questions.

DO IT RIGHT THE FIRST TIME

• There are no “do over's” in phlebotomy.

• We can’t offer a discount or a free desert for poor service.

CUSTOMER SERVICE TOP 101. APPEARANCE

• First impressions last a long time

2. ATTITUDE• A learned behavior… Makes it all positive

3. FRIENDLINESS• Be generous, give smiles unconditionally

4. IMPRESSIONS• What’s left in the room after I leave

5. RESPONSIBLITY• Take action, exceed customers expectations

CS TOP 10 CONTINUED6. COMMITMENT

• My pledge to service and teamwork

7. TEAM THINKING• My actions effect everyone in my organization

8. COMMUNICATIONS• Active listening and positive responses

9. SERVICE• My personal commitment to make a difference

10. PERSONAL EXCELLENCE• I believe in my ability to make a difference

IF YOU DO THIS RIGHT…