WHOLEHEARTED

SERVICE

By
Purwaningsih
 Customer
Satisfaction

Putting the Patient First!

 Three Steps of
Service

Warm welcome

Anticipation
and
compliance

Fond farewell
 Select
Select the
the right
right
OC E
people

S
PR RVIC people
ES
SE

Specify
Specify Set
Set performance
performance
consequences
consequences for
for standards
standards
behaviors
behaviors

Sustain
Sustain on-going
on-going
training
training and
and
reinforcement.
reinforcement.
 n al
o
s si c e
o fe cti l
e
Pr Pra od
M
 WHY
DO WE CARE
?

• In our presence people feel

comfortable and worthwhile
• Because we are a business that
delivers a service and product. If we
don’t compete we’re out of business
• It is the practice of nursing under
the law
 • Decide What is the Product and
Who is the Customer
• Make the experience safe,
predictable, and ritualized
• Think Shopping and Hotels
(hospitality)
• KNOW your customers and your
community
• And …this is fun !!!

What
Should We Do
??
*Stages…
TERIMAKASIH