07:30 A.M. 08:00 A.M. 08:05 A. M.

10:00 A.M. 10:30 A.M. 11:45 A.M.

Registration Invocation Lecture Proper Preliminary Activity- Motivation PART I- Orientation PART II- Module I Module 5 Simultaneous Activity SNACK and Q&A PART III- Module 6 Module 9 RECAP OF THE LECTURE

Customer Service training needs to focus on the particularly challenging area of "attitudes and values." This training concerns itself with increasing understanding of the importance of the role of employees in fostering excellent customer service and influencing the perception the public holds of the parking profession.

Examine Identify

ones values and attitudes

their core role contributions Explore the importance of communication skills

Discuss

strategies for effectively resolving customer/patient relation problems essential customer/patient relations practices

Determine Make

a personal commitment

Great customer service means giving customers what they want. That's easy to say, not so easy to figure out, and occasionally difficult to do!

KNOWING Great customer service requires preparation and planning so we can know and think like the customer.

DOING Great customer service requires applying the golden rule when working directly with a customer, putting ourselves into the customer's place.

Module 2 Identify Customers

Customer service is about customers!

Finding out what customers wantwhat are the groups, how are they the same, how do they differ? In marketing this is called identifying markets and segments.

The easiest way and most important: listen and keep an open mind.

Figure out what customers want, and then determine which needs the hospital can meet.

Module 3 POLICIES, VISION and MISSION

Standards are needed to let employee know how vital good customer service is to the hospital and what's expected of every employee.

systematic methods to determine who customers are and what customers want guidelines and practices for customer service based on assessment of customer needs. guidelines for what the hospital can and cannot do in meeting customer expectations. exactly whats expected of staff in working with customers and in handling difficult situations.
Communicate Follow Follow

Use

Encourage

staff to think like a customer.

opportunities for feedback, and then use feedback to make changes in procedures.
Establish

that good customer service also involves teamwork treating other staff members in the same courteous and considerate manner as customers."

Clarify

Great customer service is enhanced by an understanding of the hospital's role.

A hospital's vision is what we aimed to be in the future.

A leading medical center committed to excellent patient care, driven by Godfearing and competent personnel.

The hospital's mission is to share and understand this vision in order to make a significant contribution to the customers.

Satisfy customers needs affording finest healthcare through dynamic leadership and state-of-the-art technology for the wellness of humanity.

Module 4 Employees/Staff Role

Everyone!

In every part where there is hospital operations!

Our attitude is the most important part of customer service.

Module 5 Practices and Skills

Good attitude is essential to successful customer service.

Attitude

must be positive customers and service. what you do. like a customer.

about

Value

Think Know

the needs of the customers you work with.

Be

visible and approachable at all times. acknowledge or greet a

Always

customer.
Smile!

eye contact when speaking with a customer.

Make

Communicate

in a courteous manner.
Use

positive,

friendly,

and

good listening skills when helping a customer, don't interrupt or be thinking about your answer. verbal and non-verbal skills: speak clearly and use friendly and open body language. interest in what the person is saying.

Use

Show Use

good phone skills.

Handling encounters
Provide accurate answers or make accurate referrals. Be flexible. Turn complaints around. Get feedback. Remember that other staff and other hospital are your customers, too!

If you handed this list to each customer you assisted, how many skills would they say you were using successfully?

Learn to overcome barriers in difficult situations and consider the status and cultural diversity of our customers. Work more on the basic skills presented, work with teens, learn more about service in specific settings (web and email or telephone), and look at techniques for handling challenging situations with "problem customers".

Module 6 Frontline Customer Services

Customer Service Guidelines for the Frontline!

Treating others as you wish to be treated is an excellent advice.

Be

visible and professional at all times.

acknowledge and immediately serve the customer.

Always

the customer the center of your attention. good listening skills when helping a customer.
Use

Make

Communicate

in a positive, friendly, and courteous manner.

Provide

accurate answers or referrals.

Use

your best judgment in a particular situation and be flexible.

Module 7 Handling Challenges

The customer is not always right, but they do have the right to express their opinions..."

Tip 1. Remain calm and be empathetic. Tip 2. Clarify messages. Tip 3. Respect personal space. Tip 4. Be aware of body position.

Tip 5. Permit possible.

verbal

venting

where

Tip 6. Set and enforce reasonable limits. Tip 7. Avoid overreacting. Tip 8. Avoid using physical techniques (pushing, grabbing, etc.) except when personal safety is at risk. Tip 9. Ignore challenging questions. Tip 10. Be a team member confronting a disturbed customer. when

Module 8 Telephone Customers

Suggestions in Answering the Phone:

Pick

up the phone as soon as possible.

Speak

immediately. Don't pick up the phone to stop the ringing while continuing a conversation with someone else. your hospital clearly, according to hospital policies. initial greeting sets the tone for the rest of the interview. Callers can hear your smile! clearly and not too fast.

Identify

Your

Speak

General Tips:
The

telephone distorts words, so it's easier to make mistakes in hearing. the customer gives you a name, write it down and try to use it later in the conversation.
Verify

If

spelling. have paper and pencil ready.

Always Use

simple, straightforward language. Avoid hospital jargon.

When You Leave the Phone:

If you have to leave the phone to look up an answer, tell the customer and put the phone on hold if you can.

Tell the customer if you plan to leave the phone for more than a few minutes.

Giving the Answers:

Make sure the customer understands the answer.

In giving information, always identify the source of the information first.

If you can't find an answer, always offer to refer the question.

For telephone customer service: pick up quickly, put a smile in your voice, speak and listen carefully, verify spellings, don't speak too quickly when giving answers, confirm that the answer satisfies the customer, and refer when necessary.

Module 9 Public Relations

The Role of Customer Service in Public Relations

What is the difference between marketing and public relations?

Marketing offers and sells the product or services of the hospital. Public relations sells the hospital as a whole.

Hospital public relations are coordinated, continuous effort to communicate a positive image of the hospital.

"recognize that excellent hospital services and a courteous welltrained staff that meet the needs of hospital customer are the heart and soul of any public relations effort"

Q: What have you learned in the Customer Service training modules that will assist you in meeting the needs of hospital customers and communicating a positive image of the hospital through great customer service?

Communicating the value of hospital to the customer depends on providing great customer service. The value of the hospital to the customer is based on providing the right resources and services to meet customers' needs and expectations. Customers include anyone in the community we serve, work with, contact, do business with, or depend upon for continued hospital support. Identifying our specific customer groups and the services they need is the first step in great customer service.

Satisfying customers is as important as the services we provide Our personal satisfaction with our work, our attitudes, and our actions affect customer service and our ability to satisfy the customer. Customers who are dissatisfied with the hospital and its services will tell others, may not come back, and will not continue to support the hospital. Treating customers the way we wish to be treated is the primary goal when working with customers. Great customer service is a significant part of hospital public relations and contributes to creating and maintaining customer awareness of the value of the hospital.

For Snacks: 25 attendees X P 35.00 (sandwich & drink)= P 875.00

P 875.00

6 sessions

P 5250.00