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It’s in the details

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Excuse me Ms. Could you help me

get this box off of the top shelf please?

Well I was goingto take my breakbut I guess I will have to help you.What a waste of mytime!

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56 % of customers will never use a company again

25% or more will recommend friends not to use the business

20% will take revenge by posting a review online(Speak to State surveyor)

14% Will share a poor experience on social media

Results of Bad Customer Service

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Consequences of Bad Customer Service

Loss of current patients/residentsLoss of potential patients/residents

Loss of future patients/residentsLoss of reputationLoss of Employees

Loss of profits

AnnuallyThe U. S. Businesses lose an estimated $83 billion

due to poor customer service every year

?

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Example of Bad Customer ServiceThe couple family was so outranged at the service and rudeness of the hotel they went onto yelp and posted a bad review of the hotel and it’s services. The hotel read the review and was enraged that someone would actually give them a bad review. So instead addressing the issueswith the wedding party had they chose to ignore the complaints and retaliate for their good name. The hotel went onto their web site and also sent the wedding party a notice stating:

“There will be a $500 dollar fine that will be deducted from your deposit for every negative review of USGH place on any internet site by anyone in your party and/or attending your wedding even if you stay here to attend a wedding anywhere in the area and leave us a negative review on any internet site you agree to a $500 fine for each negative review.”

Can you guess how people reacted?Badly, of course. The hotel’s Facebook page was flooded with angry consumers (not always necessarily customers) complaining about the ridiculous policy and they started to looses business immediately. Even more bad review were placed on Yelp and on the hotel website.

The hotel management after getting so much bad press they removed it as a policy, claimed it was a “joke” (even though customers have come forth stating that the hotel had actually tried to enforce it) and that they were unaware of how the internet worked.

1.Be a good listener

2.Anticipate needs

3.Make Customers fill ImportantAnd appreciated

4.Body Language is the key

5.Being Understanding

6.The power of yes

7.Know how to apologize

8.Go above and beyond

9.Get feed back

10.Treat employees well

Ten Commandments of Customer Service

• Take the time to identify residents needs by asking questions then listen.

• Listen to their words, the tone of voice, body language and how they feel.

• Do not assume you know what they want.

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Appreciate the Customer

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Be able to understand the customer

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Any good apology has three parts:1. I’m sorry2. It’s my fault3. What can I do to make it right?

Most people forget the Third part!

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“No one ever attains very eminent success by simply doing what is required of him; it

is the amount and excellence of what is over and above the required that determines

the greatness of ultimate distinction.” —Charles Kendall Adams

Get Feed Back From Customer10 benefits of customer feed back

Treat your employees well and they will treat your customers well

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How Does Good Customer Service Translate To A Dietary Setting

Do you go above and beyondDo you do the little things

Do your staff smile at residents and familyWhat do you do to celebrate a residents birthday individually

If some one is not eating, what are you doing? Giving mighty shakes or getting preferencesGetting likes and dislikes

Acknowledging mistakes and fixing themGetting to know the familyListening to the residents Doing things intentionally

Are you plating your food in a restaurant style manner with garnishingOffering appetizers at meals

Giving residents choices dailyHaving cheese graters table side for lasagna, spaghetti

Offering several desserts, fruitsBoosting the quality of the foods

Anticipating residents needsAre you vested in your residents well being

Fresh flowers on the table instead of plastic fake plants

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 in our work. He is the purpose of it. He is not an outsider in 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

Presented by: Executive Chef Reynold Landry CDM/CFPP CP-FS