CUSTOMER SERVICE Denise James Customer Relations Coordinator Mc
- Slides: 12
CUSTOMER SERVICE Denise James, Customer Relations Coordinator ~ Mc. Alester Regional Health Center ~ 918 -421 -8006
WE ARE MRHC 3 Consistent Service Improve Customer Satisfaction Continual Improvement Provide
WHAT’S IMPORTANT TO CUSTOMERS OF ANY BUSINESS? • What is Customer Service? v PROMPTNESS v POLITENESS v PROFESSIONALISM v PERSONALIZATION
CUSTOMER ENGAGEMENT 1. Be courteous and respectful to everyone you encounter by acknowledging their presence and respecting their time. 2. Be an active listener. 3. Be aware of your facial & body expressions. 4. Never show indifference, contradict or argue with patients or their loved ones. 5. Speak in a tone that is calm and informative.
CUSTOMER ENGAGEMENT 6. Tell our patients you appreciate their business. 7. Use plain terms and simple explanations. 8. Keep your promises. 9. See healthcare as a calling and give 100% EVERYDAY! 10. Be Proud to be a Member of Our Team and remember, you not only represent MRHC…YOU ARE MRHC!
ARE YOU ANYTHING LIKE “JOHNNY THE BAGGER? ” • How do you treat others differently than any other average person? • Will our patients and family members remember you? • What’s your secret? • https: //www. youtube. com/watch? v=IQlx. LBqg. FKc Johnny the Bagger 3: 45 http: //www. youtube. com/watch? v=q. OZPlt 3 Ha 0 Y
AIDET TOOL Personalize your communication with our customers:
MANAGE UP TAKE TIME TO RECOGNIZE YOUR CO-WORKER OR TEAM MEMBERS IN OTHER MRHC DEPARTMENTS!
WHY IS ANY OF THIS IMPORTANT? • MRHC is no longer the ONLY choice! • Our customer’s are willing to drive long distance for a positive patient experience!
EMPATHY Great health care professionals have empathy for the pain and suffering of patients. They are able to feel compassion and provide comfort. https: //www. youtube. com/watch? v=c. DDWvj_q-o 8 The Human Connection 4: 25
What is the recipe for successful achievement? To my mind there are just four essential ingredients: Choose a career you love, give it the best there is in you, seize your opportunities, and be a member of the team. Benjamin F. Fairless
