EXCELLENT CUSTOMER SERVICE

If you woke up this morning with more health than illness, you are more blessed than the million who won't survive the week

If you have never experienced the danger of battle, the loneliness of imprisonment, the agony of torture or the pangs of starvation, you are ahead of 20 million people around the world

If you attend a church meeting without fear of harassment, arrest, torture, or death, you are more blessed than almost three billion people in the world.

If you have food in your refrigerator, clothes on your back, a roof over your head and a place to sleep, you are richer than 75% of this world.

If you have money in the bank, in your wallet, and spare change in a dish someplace, you are among the top 8% of the world's wealthy.

If your parents are still married and alive, you are very rare

If you hold up your head with a smile on your face and are truly thankful, you are blessed because the majority can, but most do not ...

If you can hold someone's hand, hug them or even touch them on the shoulder, you are blessed because you can offer God's healing touch.

If you can read this message, you are more blessed than over two billion people in the world that cannot read anything at all.

You are so blessed in ways you may never even know.

OBJECTIVES:
To understand the meaning of customer relations; To appreciate the meaning of: customer, service

and satisfaction; behaviours; and

To acquire skills in handling different customer

To utilize learned skills to provide fast and

efficient service to customers and other stakeholders

WESTERN VISAYAS MEDICAL CENTER

Mission Dedicated to develop and provide the highest quality health care, training, research and public health programs for all people of Region 6.
It will provide services to the paying public at its lowest price possible consistent with long term financial needs and provide subsidized care to the identified community to the extent resources will permit.

WESTERN VISAYAS MEDICAL CENTER

Vision
A Center of Excellence - Tertiary Health Care. Develop and provide a comprehensive, compassionate, affordable, culture friendly, effective, efficient and integrated health care system. Be a reasonable member of the community and assume leadership in developing sound health care programs and practices consistent with DOH.

CUSTOMER MAPPING

you

Activity - Mapping

THE CUSTOMERS
Anyone internal or external to the organization for

whom your work, products or services are produced or intended

Everyone can technically be a customer as long as

one can think of a service that is provided for that person by the organization

Anyone whose success or satisfaction depends on

your action

THE CUSTOMER
The customer is our friend

are people too with feelings and emotions Treat them the way we treat our family members and peers The customer is not an interruption in our work.
We

They

are here for them and not the other way around Let us not have them wait for us but rather we wait for them

THE CUSTOMERS
The customer is the source of

our income
They

are the bread and butter of our business. They are our employers. We exist and expand because of them.

What drives the Customer/Service Provider Toxic?

What do the Customers say and do that drive the Service Provider Toxic

What do the Service Providers say and do that drive the Customer Toxic

SERVICE PROCESS Cycle of Service

OUR SERVICE BEGINS WITH THE INITIAL CONTACT- IT IS WHEN THE CUSTOMER ENTERS THE PREMISES OF THE OFFICE. IT ENDS WHEN THE CUSTOMER LEAVES THE OFFICE; AT THAT POINT, THE PERSON MUST FEEL THAT THE SERVICE GIVEN WAS COMPLETED.

SERVICE ENCOUNTER Moment of Truth

RECOGNIZE THAT WHENEVER CUSTOMERS COME IN CONTACT WITH US, AN IMPRESSION THAT IS EITHER GOOD OR BAD CAN BE FORMED.

CHOKE POINT Key Moment of Truth

THE MOST CRITICAL POINT THAT CAN MAKE OR BREAK THE IMPRESSION OF THE CUSTOMER REGARDING THE SERVICES PROVIDED BY THE ORGANIZATION .

Cycle of Service
Operator answers the phone Caller Requests For a local number

Operator Connects to the Local number

Dials the Trunkline

Key Customer: Person Inquiring by phone

Conversation Starts and caller Makes inquiry

Waits to be connected

Caller Hangs up

Concerned Personnel Answers The call

Activity- Cycle & Friendly Practice

WHOSE JOB IS IT?

There is a story about four people Named Everybody, Somebody, Anybody and Nobody

There was an important job to be done and Everybody was asked to do it.

Everybody was sure Somebody will do it. Anybody could have done it, But Nobody did it. Somebody got angry about that because
It was Everybodys job.

Everybody thought
Anybody could do it. But Nobody Realized that Everybody wouldnt do it.

It ended up that Everybody blamed Somebody when Nobody did what Anybody could have done

Customer Relations
Is the interactive process between the customer and the service provider; the purpose of which is to determine and satisfy customer needs and expectations and to generate or maintain goodwill

Our obligation to Customer

Understand that you do not understand, that you will not understand, that you cannot understand all your customers. But still you have to do your best to understand them!

EXCELLENT CUSTOMER SERVICE

Whatever enhances customer satisfaction

Anything that exceeds customer expectations

FOUR LEVELS OF EXCELLENCE

The BASICS 1. COMPETENCY First the employee must be able to perform the basics of the job 2. COURTESY This next step is also considered a basic- you have to show respect, courtesy and politeness. Without being polite and courteous, youll never get to friendly or WOW

COMPETITIVE EDGE 3. FRIENDLINESS Now youre setting yourself apart from the competition and approaching WOW. Few people can deliver friendly service on a consistent basis- but customer will seek it out and eagerly pay for it. 4. WOW The complete visit where everything comes together. Every guest leaves the establishment thinking Wow this is great!

WOW Service Standard

Smile

Use good eye contact

Maintain good posture Greet the guest Be helpful Be courteous Be friendly Be sincere

Look your best

Say goodbye

Service Philosophy
Do it right the first time Do it fast Serve to satisfy the customer Share relevant and complete facts Satisfy requirements of employees in the next

process Promote teamwork Strive to improve

Customers Top Four Wish List

Value for their money

2 3
4

Solutions to their problems Concern for their needs

Answers to their questions

7 Sins of Customer Service

1 Apathy 2 Brush-off 3 Coldness
Have you had a customer that you almost ignored? Do you refuse to entertain a customer during break time? Do you find it difficult to be gracious and warm in dealing with a customer?

4 Condescension
5 Robotic behaviour 6 Inflexibility 7 Run-around

Do you make fun and belittle your customer?

Are you mechanical in dealing with a customer?

How often do you take extra effort in order to satisfy your customer? Do you leave your customer alone as he goes through the process of service?

Getting ready: Steps to non-defensiveness

Separate occupational and self-identity

3 Ps
Accept your feelings, yourself, filters and

facades Name and claim your strength* Listen to, and describe, feelings Suspend judgment and evaluations Manage anger and emotional energy Learn and take risks safely

Getting off the defense

Buy time, gain space to think, get feelings under

control Respond only to positive surface content Report (not express) the feeling and stop talking Handle hidden feelings or emotional load (Drop it - in a box or trashcan) Use a close-off statement or action

Saying NO to customers
Clarify customer situation

Inform politely why request

cannot be granted Apologize for the inconvenience Offer possible alternatives/options Take charge and follow through

Take HEART
H Hear them out. E Empathize A - Apologize for the inconvenience R Respond appropriately T Thank the customer for the feedback and for bearing with the situation

Republic Act 6713

Code of conduct and ethical standards for public officials and employees

Interpretation
Public officials and employees shall at all times be accountable to the people and shall discharge their duties with utmost responsibility, integrity, competence and loyalty, act with patriotism and justice, lead modest lives and uphold public interest over personal interest.

Responsiveness to the Public

Pagkamatugunin sa Madla
Officials and employees shall extend prompt,

courteous and adequate service to the public

Provide

information on their policies and procedures in clear and understandable language

Develop an understanding and appreciation of the

socio economic conditions prevailing in the country, especially in the depressed rural and urban areas

Manage your life, manage your stress, be kind to yourself and be a blessing to others.. and you will live happier, longer, and look young FOREVER!

3 Ps of Service
Palpak

Poor

Pwede Na Pulido

Passable Perfect

3 Ls of the Customer
Lulusot

Lalagay Lalakad

Handling Complaints and Difficult Customer

THE 8-STEP GIFT FORMULA

STEP1
Say THANK YOU Shows that we value what the customer is telling us

STEP 2
Explain why you appreciate the complaint Explain your comment to make him feel better

STEP 3
Apologize for the mistake Let the customer know that you are truly sorry for the error

STEP 4
Promise to do something about the problem immediately
Assure the customer Take full responsibility for the

complaint

STEP 5
Ask for necessary information Find out what the complaint is You may write it down & relate back to the customer for clarifications Find out what the customer wants you to do about the complaint Tell the customer what you can & cannot do

STEP 5
Reality check: TRUE or FALSE?

The customer is (not) always right

The customer may be wrong, But he is still a customer.

STEP 5
Inform politely why request can not

be granted Apologize for the inconvenience Offer possible alternatives/options

STEP 6
Correct the mistake promptly

STEP 7
Check customer satisfaction
Follow up & get feedbacks

STEP 8
Prevent future mistakes Institute specific strategies to prevent recurrence in the future

In the beginning, the Pencil Maker spoke to the pencil saying, "There are five things you need to know before I send you out into the world. Always remember them and you will become the best pencil you can be."

You will be able to do many great things, but only if you allow yourself to be held in Someone's hand.

You will experience a painful sharpening from time to time, but this is required if you are to become a better pencil.

You have the ability to correct any mistakes you might make.

The most important part of you will always be what's inside.

No matter what the condition, you must continue to write. You must always leave a clear, legible mark no matter how difficult the situation.

The pencil understood, promising to remember, and went into the box fully understanding its Maker's purpose.

Now replacing the place of the pencil with you; always remember them and never forget, and you will become the best person you can be.

You will be able to do many great things, but only if you allow yourself to be held in God's hand. And allow other human beings to access you for the many gifts you possess.

You will experience a painful sharpening from

time to time, by going through various problems, but you'll need it to become a stronger person.

You will be able to correct mistakes you might make or grow through them.

The most important part of you will always be what's on the inside.

On every surface you walk, you must leave your mark. No matter what the situation, you must continue to serve God in everything.

Everyone is like a pencil... created by the Maker for a unique and special purpose.
By understanding and remembering, let us proceed with our life on this earth having a meaningful purpose in our heart and a relationship with God daily.

If you want one year of prosperity grow grain If you want 10 years of prosperity grow trees If you want 100 years of prosperity grow people