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Group Wide Service Excellence Mar 2022.pptx
- 1. 1 ALL STAFF MEMBERS MUST COMPLETE A QUESTIONNAIRE BEFORE COMMENCEMENT OF THE PRESENTATION AND MUST COMPLETE ANOTHER ONE AT THE END BEFORE LEAVING THE CONFERENCE ROOM
- 2. Service Excellence Basics Reddington Hospital Group Your Logo Andy Cunliffe Business Dev Director Group Wide Training Mar 2022
- 3. What is Service? Key Elements of Quality Service Key Skills Needed The Key Is Communication Steps to Resolve Service Breakdown WHAT THIS SESSION WILL COVER
- 4. Customers in a restaurant? Guests in a hotel? Client in a transaction WHAT IS SERVICE? WHAT DO THEY WANT? CUSTOMERS WANT MORE THAN JUST THE PRODUCT OR SERVICE THAT IS OFFERED THEY ALSO WANTED TO BE TREATED WELL
- 5. SERVICE IS INTANGIBLE WHAT DO THEY WANT? INTANGIBLES DEAL WITH THE HUMAN SIDE OF AN ORGANISATION THEY INCLUDE HUMAN EMOTIONS, BEHAVIOURS, UNDERSTANDINGS, FEELINGS AND PERCEPTIONS
- 6. SERVICE IS INTANGIBLE WHAT DO THEY WANT? EXAMPLES OF SERVICE EXCELLENCE INTANGIBLES Satisfaction Attentiveness Flow Helpfulness Sensitivity Tone Attitude Knowledge Understanding Tact Guidance
- 7. TWO DIMENSIONS OF SERVICE SERVICE PROCEDURAL DIMENSION Consists of the established systems and procedures to deliver our services PERSONAL DIMENSION How we (using our attitudes, behaviours and verbal skills) interact with our customers
- 8. TWO DIMENSIONS OF SERVICE PERSONAL SERVICE PROCEDURAL SERVICE BAD GOOD GOOD BAD
- 9. AND GETTING IT RIGHT ONCE ISNT ENOUGH SERVICE EXCELLENCE Every point in the process of customer service contains a degree of potential dissatisfaction. We must ensure that in everything we do we eliminate this potential dissatisfaction
- 10. GETTING IT RIGHT ONCE ISNT ENOUGH SERVICE EXCELLENCE Every point in the process of customer care contains a degree of potential dissatisfaction. We must ensure that in everything we do we eliminate this potential dissatisfaction CAR PARK FRONT DESK VITALS / OPD GP / DOCTOR PHLEB / LAB PURPLE RAY PHARM- ACY BILLING EXIT
- 11. KEY ELEMENTS OF QUALITY SERVICE Your Logo
- 12. 5 ELEMENTS OF QUALITY SERVICE Empathy Responsive Reliability Assurance Tangible
- 13. RELIABILITY Empathy Responsive Reliability Assurance Tangible THE ABILITY TO PROVIDE WHAT WAS PROMISED... DEPENDABLY AND ACCURATELY ACTION STRATEGY: 1. Make sure you correctly identify customer needs 2. Promise only what you can deliver 3. Follow up to ensure the service was received as promised
- 14. ASSURANCE Empathy Responsive Reliability Assurance Tangible KNOWLEDGE AND COURTESY OF STAFF & THEIR ABILITY TO CONVEY TRUST AND CONFIDENCE ACTION STRATEGY: 1. Take the time to serve customers one at a time 2. Use positive communication techniques 3. Describe services accurately 4. COMMUNICATE COMMUNICATE COMMUNICATE
- 15. TANGIBLE Empathy Responsive Reliability Assurance Tangible THE PHYSICAL FACILITIES THE EQUIPMENT THE APPEARANCE OF PERSONNEL ACTION STRATEGY: 1. Maintain workspaces in a neat, orderly manner 2. Dress professionally (dress code, ID badges etc) 3. Maintain excellent grooming and hygiene standards
- 16. EMPATHY Empathy Responsive Reliability Assurance Tangible THE DEGREE OF CARING AND INDIVIDUAL ATTENTION PROVIDED TO CUSTOMERS ACTION STRATEGY: 1. Listen for emotions in your customers messages 2. Put yourself in their place and respond compassionately 3. Address their needs and concerns
- 17. RESPONSIVENESS Empathy Responsive Reliability Assurance Tangible THE WILLINGNESS TO HELP CUSTOMERS AND PROVIDE PROMPT SERVICES ACTION STRATEGY: 1. Project a positive can-do attitude 2. Take immediate steps to help customers 3. And satisfy their needs
- 18. Your Logo HOW DO YOU CREATE A QUALITY SERVICE CULTURE?
- 21. Your Logo KEY SKILLS FOR QUALITY CUSTOMER SERVICE
- 22. WHAT YOU SHOULD KNOW KNOW YOUR ORGANISATION KNOW YOUR PRODUCTS / SERVICES KNOW YOUR CUSTOMERS SERVICE WINNER
- 23. KNOW YOUR ORGANISATION Reddington Vision & Mission Organisational Culture Service Excellence Model Consultants Complaints and Escalation Process
- 24. KNOW YOUR PRODUCTS / SERVICES Services offered Other facilities How to access services Clinic times Consultants Continuous Improvement Services
- 25. Customer Needs Customer Concerns Customer Personality KNOW YOUR CUSTOMERS
- 26. Excellent Verbal Communication Skills DEVELOPING EXCELLENT COMMUNICATION WITH CUSTOMERS Excellent Non Verbal Communication Skills Excellent Listening Skills
- 27. COMMUNICATING POSITIVELY Greet customer warmly and sincerely Be specific Use small talk Use simple language Paraphrase
- 28. EXCELLENT VERBAL COMMUNICATION Ask positively phrased questions Communicate to your customers style Look for opportunities to agree Use simple language Encourage feedback and participation
- 29. EXCELLENT VERBAL COMMUNICATION COMMUNICATING POSITIVELY WORDS AND PHRASES THAT BUILD RELATIONSHIP Please Thank you I can or I will How may I help? I understand how you feel? May I.. Could I please ask you to.. Let me see what I can do for you
- 30. JUST WAIT or SIT DOWN or even TAKE A SEAT SIR/MA EXCELLENT VERBAL COMMUNICATION COMMUNICATING POSITIVELY COULD I ASK YOU TO PLEASE. AND I WILL . NOT YOU CANNOT GET THIS WRONG!!
- 31. EXCELLENT VERBAL COMMUNICATION AVOID NEGATIVE COMMUNICATION WORDS AND PHRASES THAT DAMAGE RELATIONSHIP You dont understand Hold on a second Our policy says.. Thats not my responsibility What you need to do is Problem But NO
- 33. NON VERBAL COMMUNICATION WITH CUSTOMERS
- 34. NON VERBAL COMMUNICATION WITH CUSTOMERS
- 35. NON VERBAL COMMUNICATION WITH CUSTOMERS
- 36. POSITIVE AND NEGATIVE COMMUNICATION BEHAVIOUR
- 38. CHARACTERISTICS OF A GOOD LISTENER 1.Empathy 2.Understanding 3.Patience 4.Attentiveness 5.Objectivity
- 39. Stop Talking! Listen Actively Show Willingness to Listen Show Empathy Send positive non verbal cues Dont Argue Ask questions STRATEGIES FOR IMPROVED LISTENING
- 40. DEALING ASSERTIVELY WITH CUSTOMERS Look customers in the eyes as you speak Grasp hand firmly without crushing Think, plan, speak a specific question Stop, gather thoughts, speak Apologise if you make a mistake Increase volume, sound firm and convincing Take responsibility, resolve the problem
- 42. ADDRESSING CUSTOMER NEEDS To Feel Welcome To Feel Appreciated To Be Understood To Feel Important To Feel Comfortable To Be Respected WHAT DO OUR CUSTOMERS WANT
- 45. Reddington Hospital Service Excellence Communication Model RHG Service Excellence has at its core, a communication system entitled SALUTE Salutation Appreciate Listen Understand Tend Encourage
- 46. Salutation 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 Reddington Hospital Service Excellence Communication Model
- 47. Appreciate Thank them for choosing Reddington / Facility Give your undivided attention & show empathy Be respectful and acknowledge their opinions Personalize their needs Ask open-ended questions Use positive body language Reddington Hospital Service Excellence Communication Model
- 48. Listen Actively listen (do not assume) Focus on the person (be there for them!)do not allow distractions Observe and be mindful of the customers body language Keep a non-defensive attitude Clarify the conversation Listen to how they feel (i.e., words, and tone of voice) Reddington Hospital Service Excellence Communication Model
- 49. Understand Maintain eye contact with the customer Use positive non-verbal cues Summarise the customers request / issue to demonstrate understanding Reddington Hospital Service Excellence Communication Model
- 50. Tend 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 Reddington Hospital Service Excellence Communication Model
- 51. Encourage Ask them if there is anything else you can do for them Thank them for using Reddington Hospital (or facility name) Make them feel appreciated! Leave them with a great feeling. Follow up after their departure from the hospital to check for further possible assistance Proactively encourage feedback Reddington Hospital Service Excellence Communication Model
- 54. ROADBLOCK TO SERVICE RECOVERY Not listening Lack of respect Inadequate materials or supporting equipment Poor or inadequate communication Lack of training Work conflict
- 55. DEALING WITH DIFFICULT PEOPLE Dont take it personally Remain calm, listen carefully Focus on the problem, not on the person Reward yourself for turning a difficult customer into a happy one When all else fails, ask for help
- 56. KEY MESSAGES Service Excellence is owned by ALL Getting it Right Once is NOT enough The Two Dimensions of Service Know Organisation, Service, Customers Remember Excellent Communication Skills Customer Focussed Behaviour to Address Customer Needs SALUTE Take Action to Resolve Service Breakdown LETs DO IT!
- 57. REMINDER PLEASE REMEMBER TO COMPLETE A QUESTIONNAIRE BEFORE LEAVING
- 58. THANK YOU FOR LISTENING ANY QUESTIONS?
- 59. Service Excellence Basics Reddington Hospital Group Your Logo Andy Cunliffe Business Dev Director Group Wide Training Mar 2022
Editor's Notes
- #3: WHY ARE WE DOING THIS / WHY ARE YOU HERE? Service excellence is the key differentiator between us and our competitors Service excellence is one of our values so if you think service excellence is NOT your job, youre wrong it is. Customer satisfaction is low and we are all implicated Generally the quality of service excellence is a long way short of expectations Some of you here will think youre very good and a small percentage of those people will actually be good, ok , need development or a long way short of expectations. The way we deal with customers is now being elevated in performance and everyone will go through one or more of the five service programmes developed
- #6: NOT JUST A MEAL A BED A SETTLEMENT AND THAT MEANS WE HAVE TO CONSIDER WHAT WE CALL THE INTANGIBLES ADVANCE
- #8: CUSTOMERS WANT. SATISFACTION TO BE DEALT WITH THEIR SATISFACTION ATTENTIVENESS WANT TO FEEL WE ARE PAYING CLOSE ATTENTION TO THEIR WISHES FLOW THEY WANT TO FEEL WE ARE HELPING THROUGH THEIR RH JOURNEY HELPFULNESS AND WE ARE WALKING BESIDE THEM, PREPARED TO ASSIST THEM SENSITIVITY KIND, CARING AND ABLE TO PICK UP ON THEIR FEELINGS TONE THAT WE COMMUNICATE TO/WITH THEM IN A CLEAR, UNDERSTANDABLE WAY ATTITUDE PROFESSIONAL, CARING AND CONCERNED
- #21: 20
- #25: Our Mission To deliver a comprehensive, first-world medical service exceeding all expectations of our valued patients Our Vision To be Nigerias most advanced independent tertiary hospital working to the highest standards of technology and care
- #34: 7 Cs of Communication The 7 Cs of Communication is a checklist to improve the professional communication skills and increases the chance that the message will be understood in the exact way as it was intended. Clear: The message should be clear and easily understandable to the recipient. The message should emphasize on a single goal at a time and shall not cover several ideas in a single sentence. Correct: The message should be correct, i.e. a correct language Complete: The message must include all relevant information required by the intended audience. Gives answers to all the receivers questions - helps in better decision-making by the recipient. Concrete: The message should leave no room for misinterpretation. All the facts and figures should be clearly mentioned in a message so as to substantiate to whatever the sender is saying. Concise: The message should be precise and to the point. Try to convey the subject matter in the least possible words. The brief message is more comprehensive and helps in attention. Consideration: Take into consideration the receivers opinions, knowledge, mindset, background, etc. in order to have an effective communication. In order to communicate, the sender must relate to the target recipient and be involved. Courteous: It implies that the sender must take into consideration the feelings and viewpoints of the receiver and must show respect for the recipient.
- #40: EMPATHY UNDIVIDED ATTENTION, SHOW YOU ARE LISTENING, REFLECT UNDERTSANDING PARAPHRASE PATIENCE DONT HURRY THE PATIENT, GIVE THEM THE TIME TO SPEAK ATTENTIVENESS - WANT TO FEEL WE ARE PAYING CLOSE ATTENTION TO THEIR WISHES OBJECTIVITY = SOMEONE WHO LISTENS OBJECTIVELY FOCUSES ENTIRELY ON THE OTHER PERSON WHO IS SPEAKING
- #48: The RHG Service Excellence values and goal are underpinned by a continuous service excellence programme which has at its core, a communication system entitled GVALHI, which stands for:
- #56: 55
- #62: WHY ARE WE DOING THIS / WHY ARE YOU HERE? Service excellence is the key differentiator between us and our competitors Service excellence is one of our values so if you think service excellence is NOT your job, youre wrong it is. Customer satisfaction is low and we are all implicated Generally the quality of service excellence is a long way short of expectations Some of you here will think youre very good and a small percentage of those people will actually be good, ok , need development or a long way short of expectations. The way we deal with customers is now being elevated in performance and everyone will go through one or more of the five service programmes developed