FAIRFIELD COUNTY MEDICAL ASSOCIATIONpresents

The Satisfied Patient:

Customer Service Training for Your Staff

Sponsored by:

Speaker: Diane Sullivan, Director of Community Relations,

Ludlowe Center for Health & Rehabilitation and Cambridge Health and Rehabilitation Center

Mahatma Gandhi…..Mahatma Gandhi…..

““A customer is the most important A customer is the most important visitor on our premises, he is not visitor on our premises, he is not dependent on us. We are dependent on dependent on us. We are dependent on him. He is not an interruption in our him. He is not an interruption in our work. He is the purpose of it. He is not work. He is the purpose of it. He is not an outsider in our business. He is part an outsider in our business. He is part of it. We are not doing him a favor by of it. We are not doing him a favor by serving him. He is doing a favor by serving him. He is doing a favor by giving us an opportunity to do so”giving us an opportunity to do so”

Why is Customer Service more important than ever? Traditonal vs New

Sites to review to monitor your reputation:

Ratemd.com

Vitals.com

Healthcarereviews.com

Yelp.com

Economy and HealthcareEconomy and Healthcare

Due to decreased Due to decreased reimbursement both reimbursement both from Medicare and from Medicare and Managed Care there Managed Care there is a need more than is a need more than ever before to provide ever before to provide quality care which quality care which starts with excellence starts with excellence in customer servicein customer serviceDon’t let it slip Don’t let it slip through your fingersthrough your fingers

Did you Know ?Did you Know ?

A typical business will only A typical business will only hear from 4% of dissatisfied hear from 4% of dissatisfied customers-96% will just leavecustomers-96% will just leaveA typical dissatisfied customer A typical dissatisfied customer will tell up to 20 people about will tell up to 20 people about his/her experiencehis/her experienceIt takes 12 positive customer It takes 12 positive customer service experiences to make service experiences to make up for 1 negative experienceup for 1 negative experienceThe average business spends The average business spends up to 10 times more to attract up to 10 times more to attract new customers than it does to new customers than it does to keep the old oneskeep the old ones

It’s a Dog’s LifeIt’s a Dog’s Life

How patient How patient satisfaction satisfaction impacts the impacts the practices practices bottom linebottom line

It's A Dog's World.mp4

What is Good Customer Service?What is Good Customer Service?

Name a time when you experienced Name a time when you experienced goodgood customer service…customer service…

Name a time when you experienced Name a time when you experienced badbad customer service…customer service…

How would your patients’ How would your patients’ describe your practices’ describe your practices’

customer service?customer service?

If your patients were to If your patients were to describe the customer describe the customer service at your practice, service at your practice, what would they say???what would they say???

What would you What would you LikeLike them to say about your them to say about your customer service?customer service?

Choose Your Own AttitudeChoose Your Own Attitude

What You Put What You Put Out Comes Out Comes Back To Back To You!You!

What is in it for you?What is in it for you?

It makes your job more It makes your job more satisfying-providing good satisfying-providing good customer service makes you customer service makes you feel that you are making a feel that you are making a difference and gives you a difference and gives you a sense of pride in your worksense of pride in your workIt reduces stress and hassle- It reduces stress and hassle- when you deliver quality when you deliver quality service, you are more likely to service, you are more likely to be productive and less likely to be productive and less likely to be a target of customer be a target of customer complaintscomplaintsDemonstrating good customer Demonstrating good customer service is rewarding! Doing it service is rewarding! Doing it right the first time makes right the first time makes everyone’s job easiereveryone’s job easier

Common Elements Common Elements of of

Good Customer ServiceGood Customer Service

SMILESMILE

Positive Attitude Positive Attitude

Warm CourteousWarm Courteous

Respectful Respectful CommunicationCommunication

Personalized ServicePersonalized Service

Positive AttitudePositive Attitude

SMILE- make patients feel safe and let SMILE- make patients feel safe and let them know they are welcomethem know they are welcome

Eye ContactEye Contact

WarmWarm

CourteousCourteous

RespectfulRespectful

Stay EngagedStay Engaged

Warm, Courteous, Respectful Warm, Courteous, Respectful CommunicationCommunication

SmileSmile

Eye ContactEye Contact

Say Hello-Always ask “May I help you?” Say Hello-Always ask “May I help you?”

Refer to Patient by NameRefer to Patient by Name

Active ListeningActive Listening

Focus AttentionFocus Attention

Respect for Patient ConfidentialityRespect for Patient Confidentiality

Personalized ServicePersonalized Service

Flexibility in Flexibility in accommodating the accommodating the patientpatient

Respect for the patients Respect for the patients time time

(i.e. Can we offer a cup of (i.e. Can we offer a cup of coffee, a magazine?)coffee, a magazine?)

Acknowledge the wait and Acknowledge the wait and apologizeapologize

Elements of Poor Customer Elements of Poor Customer ServiceService

Indifferent Indifferent CommunicationCommunication

IncompetenceIncompetence

Delayed ResponsesDelayed Responses

Excuses (i.e.. “We’re Excuses (i.e.. “We’re short staffed”)short staffed”)

Unwillingness to take Unwillingness to take responsibility (i.e.. “Its responsibility (i.e.. “Its not my job”)not my job”)

L.A.S.T= Listen, Apologize, Solve, Thanks

100% Quality100% QualityIf 99% was good enough for Customer Service in America If 99% was good enough for Customer Service in America then…then…

We’d have one hour every month when our We’d have one hour every month when our water was unsafe to drinkwater was unsafe to drinkThere would be five airplane crashes every dayThere would be five airplane crashes every dayEvery week, surgeons would do 500 operations Every week, surgeons would do 500 operations on the wrong patientson the wrong patientsThe U.S. Post Office would lose over 16,000 The U.S. Post Office would lose over 16,000 pieces of mail every hourpieces of mail every hourThe IRS would lose 2 million documents every The IRS would lose 2 million documents every yearyearEvery minute the phone company would send Every minute the phone company would send 1,000 telephone calls to the wrong numbers1,000 telephone calls to the wrong numbers

How can we provide 100% How can we provide 100% Customer Service?Customer Service?

Know your jobKnow your jobBe polite and helpfulBe polite and helpfulHave a positive attitudeHave a positive attitudeShow an interest in the patients and their Show an interest in the patients and their familiesfamiliesBe excited about your workBe excited about your workWork well as a teamWork well as a teamHave a sense of responsibilityHave a sense of responsibilityBe proud of your practiceBe proud of your practice

Understanding the Understanding the Generation DifferencesGeneration Differences

Silent Generation (1927 -1945) Loyal, Respect Silent Generation (1927 -1945) Loyal, Respect for Authority, Self Sacrifice & Dedication for Authority, Self Sacrifice & DedicationBoomers (1946 – 1964) Independent, Goal-Boomers (1946 – 1964) Independent, Goal-oriented, Question Authority, still working oriented, Question Authority, still working Generation X (1965 – 1981) What’s in it for Generation X (1965 – 1981) What’s in it for me? Personal relationships over career, self-me? Personal relationships over career, self-reliance, innovativereliance, innovativeMillennials (Gen Y) (1982- 2000) Most diverse Millennials (Gen Y) (1982- 2000) Most diverse generation, instant gratification, most generation, instant gratification, most educated, helicopter parentseducated, helicopter parents

Telephone EtiquetteTelephone Etiquette

A phone call can be A phone call can be someone’s first someone’s first impression of you and the impression of you and the practicepracticeIdentify yourself and ask Identify yourself and ask how you can help the how you can help the callercallerAlways be courteous, Always be courteous, polite, professionalpolite, professionalThe tone and pitch of The tone and pitch of your voice affects how your voice affects how the caller perceives your the caller perceives your attitudeattitude

Telephone EtiquetteTelephone Etiquette

If you can’t answer a question, ensure you If you can’t answer a question, ensure you will find the correct information and will find the correct information and someone will call them backsomeone will call them back

Make sure the caller has no more Make sure the caller has no more questionsquestions

Summarize your understanding of the callSummarize your understanding of the call

Politely end the call with “Have a nice day”Politely end the call with “Have a nice day”

Telephone Etiquette Pointers…Telephone Etiquette Pointers…

Smile-it comes through in your voice Smile-it comes through in your voice

Listen-don’t interrupt the callerListen-don’t interrupt the caller

Gather the facts and make note of themGather the facts and make note of them

Ensure you get contact information as Ensure you get contact information as quickly as possible in case the call is lostquickly as possible in case the call is lost

Do Not Talk to someone else while on the Do Not Talk to someone else while on the phone, give the caller your full attentionphone, give the caller your full attention

Did you Know?Did you Know?

87% of people’s 87% of people’s opinions are formed opinions are formed based on tone of our based on tone of our voice while only 13% voice while only 13% of people’s opinions of people’s opinions are based on actual are based on actual wordswords

Summary of our Customers’ ExpectationsSummary of our Customers’ ExpectationsIF YOU CARE-IT WILL GROWIF YOU CARE-IT WILL GROW

CARINGCARINGPromptnessPromptnessResponsivenessResponsivenessCourtesyCourtesyProfessionalismProfessionalismEmpathyEmpathyPersonal AttentionPersonal AttentionAssuranceAssuranceReliabilityReliability

Unhappy CustomersUnhappy Customers

When expectations are When expectations are not met, customers not met, customers become angrybecome angry

Don’t place blame on the Don’t place blame on the customer-avoid saying customer-avoid saying things like “That patient is things like “That patient is too demanding”too demanding”

Don’t make excuses or Don’t make excuses or complain, look for a complain, look for a solution. Ask “How would solution. Ask “How would you see this resolved?”you see this resolved?”

Celebrate Complaints !!!Celebrate Complaints !!!

Many complaints are Many complaints are misunderstandingsmisunderstandings

Listen to what they are Listen to what they are saying, without defensesaying, without defense

Don’t interrupt, stay calmDon’t interrupt, stay calm

People who have their People who have their complaints successfully complaints successfully resolved are often more resolved are often more loyal customers afterloyal customers after

How to respond to a complaint or How to respond to a complaint or concern:concern:

Listen and express Listen and express empathyempathyTry to understand the Try to understand the situation from their sidesituation from their sideApologize Apologize Find out what the patient Find out what the patient and family wantand family want

Usually it is something Usually it is something simple and easy for us to simple and easy for us to do!do!

Each patient should be Each patient should be approached as a unique approached as a unique individualindividual

How to respond to a complaint or How to respond to a complaint or concernconcern

Involve your supervisor as appropriateInvolve your supervisor as appropriate

Offer an alternativeOffer an alternative

Follow-upFollow-up Let them know when you intend to follow up Let them know when you intend to follow up

(& you must do so!!!!!)(& you must do so!!!!!)

NurturingNurturing

We all need itWe all need it

““Positive Strokes”Positive Strokes”

Or Compliments Are A Or Compliments Are A Form of Nurturing”Form of Nurturing”

Responding To Angry CustomersResponding To Angry Customers

““Nobody Ever Wins An Argument With A Nobody Ever Wins An Argument With A Customer”- Customer”- L.L. BeanL.L. Bean

““Rule #1 the customer is always rightRule #1 the customer is always right

Rule #2 if the customer is wrong, refer Rule #2 if the customer is wrong, refer back to rule #1- back to rule #1- Stew Leonard'sStew Leonard's

The Do’s and Don’t’s of Handling The Do’s and Don’t’s of Handling Angry or Difficult CustomersAngry or Difficult Customers

Do:Do:

-Stand about 4’ away, at 45 -Stand about 4’ away, at 45 degree angledegree angle

-Keep hands open and at -Keep hands open and at sidessides

-Listen Completely-Listen Completely- Ignore tone of voiceIgnore tone of voice- Pay attention, keep eye Pay attention, keep eye

contactcontact- -Be sensitive to location-Be sensitive to location

- Respond, don’t reactRespond, don’t react- Keep tone of voice low Keep tone of voice low

and neutraland neutral- Acknowledge the positiveAcknowledge the positive- Accept responsibilityAccept responsibility- ApologizeApologize- EmpathizeEmpathize

The The Do’s and Don’tsDo’s and Don’ts of Handling Angry or of Handling Angry or Difficult Customers Difficult Customers

Don’t:Don’t:--Stand in a confrontational mannerStand in a confrontational manner-Use parental finger-Use parental finger-Say “stay calm”-Say “stay calm”- Make excusesMake excuses- Be defensiveBe defensive- Tell them why they shouldn’t be angryTell them why they shouldn’t be angry- Be judgmental or accusatoryBe judgmental or accusatory- Act indifferentAct indifferent- TAKE IT PERSONALLY !!!TAKE IT PERSONALLY !!!

Lunch Bunch….They TalkLunch Bunch….They Talkbut they don’t know who’s listeningbut they don’t know who’s listening

One day, group of health care One day, group of health care providers went to the local providers went to the local diner for lunch. They were diner for lunch. They were discussing how inappropriate a discussing how inappropriate a residents behavior was. They residents behavior was. They went on about how “crazy” she went on about how “crazy” she was and how they hated to was and how they hated to care for her. care for her. Unbeknownst to the “lunch Unbeknownst to the “lunch bunch” the patients daughter bunch” the patients daughter tapped them on the shoulder tapped them on the shoulder from behind and said “that’s from behind and said “that’s my mother you are talking my mother you are talking about” about”

Patient ConfidentialityPatient ConfidentialityKeeping it PrivateKeeping it Private

Imagine you were Imagine you were patient…patient…

Discuss private issues Discuss private issues out of earshot of other out of earshot of other individualsindividuals

What are the HIPPA Violations???What are the HIPPA Violations???

Don’t discuss patients Don’t discuss patients outside of the workplaceoutside of the workplace

All documents must be All documents must be shredded and destroyed shredded and destroyed when no longer in usewhen no longer in use

Only provide information Only provide information on patients status to on patients status to those providing care (i.e.. those providing care (i.e.. Pharmacist, lab, medical Pharmacist, lab, medical durable equipment, home durable equipment, home health agencyhealth agency

Successful Employee Successful Employee Recognition ProgramsRecognition Programs

Celebrating going above and beyond and great customer Celebrating going above and beyond and great customer service. The following is an outline of our customer service. The following is an outline of our customer service program for “Ludlowe Loot’:service program for “Ludlowe Loot’:

Earn $100 of Ludlowe Loot-Earn $100 of Ludlowe Loot- Earn your choice of a $10 Earn your choice of a $10 gift card from your choice of Stop and Shop, gas card, gift card from your choice of Stop and Shop, gas card, Dunkin Donuts, or (10) scratch tickets…your prize your Dunkin Donuts, or (10) scratch tickets…your prize your choice.choice.

Earn $500 of Ludlowe LootEarn $500 of Ludlowe Loot- $75 gift card from your - $75 gift card from your favorite store and lunch from our famous kitchen for one favorite store and lunch from our famous kitchen for one week.week.

LUDLOWE LOOTLUDLOWE LOOTONE TEAM ONE GOALONE TEAM ONE GOAL

Thanks for going above and Thanks for going above and beyondbeyond

We appreciate youWe appreciate you

Any Questions???Any Questions???

Excellence in Excellence in

Customer Service Customer Service

is contagious, pass is contagious, pass it on !!!it on !!!

Thank You For Joining UsThank You For Joining Us

““Your position in Your position in life and what you life and what you do doesn’t do doesn’t matter as much matter as much as how you do as how you do what you do” what you do”

-Elisabeth -Elisabeth Kubler- Kubler- RossRoss