Customer service

EL HOUSSEINY FATMÉ, RN, MHS

 Learning objectives

Focus on service success.

Understand how service creates revenue,

healthy organization & attractive employee

benefits.
Appreciate how delivering excellent service

reduced their personal stress at work.

 Who is the customer ???

Why are we here ??

 what do we do for Whom??
Whom is our customer??
 Communication ↔ service:

Working definitions:
External communication/Service
Internal communication/ Service
Internal Service & the external Service
Admission Nursing Emergenc
Department Departme y
nt Departme
nt

Pharmacy Radiolo
departme gy
Reception
nt Departme
nt
Purchase &
HR
Maintenance
Departmen
Department
t

Surgery External
Departme Service
nt
 Two levels of service

The main benefits of understanding these concepts

are:
Stress reduction
Improved outcome
 Influence Win-Win-Win

The patient/Visitor wins Service is improved

The hospital wins Increased repeat business
The Employee wins less stress, Recognition
 The communication process

Message………………………………………………….

Sou Enco Cha Deco Rece

rce ding nnel ding iver

………………………………………………. Feedback
 The communication process

Communication

Oral Written
 The benefits of
communication
&
excellent service
 The two most important benefits of
Excellent Service & Communication

Money
•Sales is responsible for NEW business
•Service is responsible for REPEAT
business

Stress
Reduction
 O
O u e of Communication &Excellent Service
D
The Benefits
v
u r el
r o
p
S o
B p r u

e e im
h e ag
a c e
The Benefits of Communication &Excellent Service

Smile
LIKE STAR
 STAR

S: sourire
T: tonalité
A: articulation
R: regard
 Smile

You are not fully dressed until you wear a smile.

A smile is a curve that sets everything straight.
Smiles are great investments:
 The more you collect, the better you feel.
A winning smile makes winners of us all.
To receive a smile give one away.
The shortest distance between two people is a smile.
So many languages in the world, and a smile speaks
them all.
 Main conditions for a Quality:

Be prepared
 Which kind of Preparation????

Conditions
 General environment
 Our image
 Nice atmosphere

 Create an ambiance:

 Comfortable

 Serious

 Professional

 Confidential.
 The power of service

25% thinking of leaving.

68% leave because of service.
20% front line, 40% corporate, 40% customer.
Fix fast 95% happy repeat customer.
Complain and happy 8% more loyal
 The power of service

Only 4% of customers complain……

 50-75% to frontline
 1-5% to management
 800 # doubles complain
 The virtuous cycle
Series 1
120
Service communication

100
80
60
40
20
0
Angry Quick customer Forgiving

Person Attitude
The Benefits of Communication &Excellent Service

Happy
Customer Revenu Stress
e
The Benefits of Communication &Excellent Service

Consequence of costumer No-Service

Happy Revenu Stress

Customer
e
 Y o u
Th a nk