Service Excellence You make a Difference Power Point

Service Excellence: You make a Difference

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Program Syllabus

Introduction/Description of the Course Welcome! The following on-line course describes the Service Excellence: You Make A Difference Customer Service Standards at Tulare Regional Medical Center. The course will consist of powerpoint slides describing the standards and a post test to assure you are knowledgeable about our standards and expectations.

Learning Objectives By the time the participant completes the course they will be able to: 1. Align the Tulare Regional Medical Center’s Customer Service Values to the Customer Service Standard. 2. Apply GVALHI behaviors to all customers during every encounter. 3. Follow interdepartmental standards augmenting existing Customer Service Standards. 4. Describe process that will take place in the event an employee does not follow the TRMC Standards.

Resources: It is preferable you have on hand the following items while viewing the program: • Customer Service Standards (review) • Commitment to Achieving Service Excellence Note: The Education Department can supply the above items.

Service Excellence: You Make a Difference

TRMC Customer Service Standards § The following slides will highlight the Tulare Regional Medical Center Standards (Policy #10 -1087). § The standards are based on the Service Excellence Philosophy. § The program aligns with our existing TRMC Customer Service values.

Values TRMC Customer Service Values Tulare Regional Medical center, operated by Healthcare Conglomerate Associates (HCCA) is committed and passionate about its mission to develop a best-in-class, performance driven, integrated delivery system focused on wellness and improving the health status of the community. HCCA’s VALUE of Service Excellence is: § 100% Effort § Self-Respect § Honesty § Goal Setting

TRMC Customer Service Goal To provide compassionate, courteous, respectful and dignified care, while maintaining confidentiality and sensitive to every individual, whether an internal or external customer

GVALHI • A large part of the program focuses on a communication system entitled GVALHI, GVALHI which stands for Greet, Value, Ask, Listen, Help and Invite. • The following staff behaviors associated with GVALHI are expectations of all TRMC employees.

Greet § § § Make eye contact Smile Introduce self with friendly attitude (sincere and confident) Engage the Customer (call them by name, speak to the customers level) Professional Dress (policy # 15 -2028)

Value (a way of thinking) § § § Give your undivided attention Show empathy Acknowledge their opinions Personalize their needs Be respectful (tolerant of cultural differences)

Ask § Ask open-ended questions § Use positive body language

Listen § § § Focus on the person (be there for them!) § § § Clarify the conversation Actively listen (don’t assume) Be mindful of the customer’s body language Keep a non-defensive attitude Listen to how they “feel” (i. e. , words, and tone of voice)

Help § § § Satisfy their wants and needs Involve them in the process Take them to the location they seek Be willing to go beyond your job description Give them more than they ask for! Follow up and keep your word

Invite § Ask them if there is anything else you can do for them § Thank them for using Tulare Regional Medical Center § Make them feel appreciated! § Leave them with a great feeling.

The Head and Heart Connection Ø GVALHI communication connects the Head (used for the task as hand) and Heart (people feel valued and treated with respect) Ø Statistics indicate an increase in customer satisfaction when full GVALHI is used in all interactions Ø Click to see where the GVALHI behaviors end up on the following Head and Heart figure………….

Connection Head and Heart Communication Ask : ) Listen Help Greet Help Ask Listen Value Invite

GVALHI All the behaviors have a strong connection to the heart. Customers are more likely to have a positive experience when you begin and each interaction at the heart level.

Department Specific Behaviors • • • Each TRMC department follows the TRMC Customer Service Standards In addition, each clinical department establishes department-specific standards, which guide daily practice. These standards have been incorporated into each Department’s Scope of Service.

Staff and Leader Accountability • • • All employees sign a Commitment to Achieving Service Excellence upon hire Leaders role model the standards and hold staff accountable When standards are not met, leaders will implement corrective action ASAP according to the Corrective Action Policy HR-07.

Key Points Customer Service Standards • Be aware of TRMC Service Excellence • Implement the GVALHI into your daily practice • Positive customer service behaviors are part of our • TRMC culture. All employees are expected to participate. All employees make a difference by assuring a positive attitude and providing great customer service to all our customers (internal and external)

Post Test • Thank you for viewing the program. We hope you have enjoyed it! • Now is the time to test your knowledge and take the Post test. • You may now exit this program and access the post test on the next line.