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Customer Satisfaction
STATLAB Medical and Diagnostic Center
September 24, 2008
Statlab, Quezon St. Iloilo City
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Activity - Leveling of Expectations
When you were told awhile ago thatwe will have a meeting today,
what do you feel?
are you a willing participant?
What is your expectation from thisseminar-workshop?
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Moving Forward
Lifes Accomplishment
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Lifes Accomplishment (Self)
Take a moment to think about what things you do best.
What have you been most successful in life.
Take a few minutes and think about what you haveaccomplished within the last day. How about the lastmonth?
What are your long term and short term goals?
When you start looking you begin to realize youreally have accomplished a lot.
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Lifes Accomplishment
(For your Institution) Take a moment to think about what things you dobest for the Institution where you are working rightnow?
What have you been most successful of, as astaff/supervisor/head of a unit?
Take a few minutes and think about what you haveaccomplished within the last few days. How about lastmonth, last year?
What are your long term and short term goals foryour Institution?
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When you stop learning,you stop growing
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Anything worth doingdoes not have to bedone perfectly
at first
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Many peopleare interested
rather thancommitted
Interested exerciser
wakes up in themorning and itsraining, he will says, I think Ill exercisetomorrow
Committed exerciser
will says, I betterexercise inside.
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Think Big !
Act Big !Be Big !
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Components of a Team System
1. A small group
2. A Leader
3. A knowledge of the Teams Goal4. Regular interaction among team members
5. Responsible contributions of members
6. Team spirit7. Conscious coordination among members
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Customer Service Attitude
Do you have it??????
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Activity Attitude towards a Customer
Customer Service Attitude Assessment Tool
Instructions: Write in your paper the extent
you agree or disagree with each statementthat will be presented to you. Please be
honest as these assessment may help you to
understand yourself in dealing with others.
1 Th i hi d i b i i i 5 4 3 2 1
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1. There is nothing demeaning about assisting or serving
others.
5 4 3 2 1
2. I can be cheerful and positive to everyone regardless of
age or appearance.
5 4 3 2 1
3. On bad days when nothing goes right, I can still find
ways to be positive.
5 4 3 2 1
4. The higher the quality of service I provide during
work, the better I feel.
5 4 3 2 1
5. I am enthusiastic about my job. 5 4 3 2 16. Encountering difficult people situations from time to
time will not cause me to be negative.
5 4 3 2 1
7. I feel good being regarded as a professional at
customer contact?
5 4 3 2 1
8. Performing a people-oriented job is both challenging
and fun.
5 4 3 2 1
9. I receive great pleasure when others compliment me
or my organizations for superior service.
5 4 3 2 1
10. Doing well in all aspects of my job is very important 5 4 3 2 1
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Customer Service Attitude Score
Above 40 excellent attitude toward yourjob
25 to 40 You seem to have somereservations that should be examined beforeyou make a career which involves customercontact
Below 25 indicates that a non-customerrelations job would probably be best for you
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The Customer
They are not dependent on us; we aredependent on them
We are not doing them a favor byproviding service; they are doing us a
favor by giving us an opportunity toserve them.
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The Customer
Customers are not outsiders to ourorganization, they are part and parcel
of it. They are not cold statistics; theyare flesh and blood, human beings with
feelings and emotions like our own.
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The Customer
Customers are not persons with whom toargue or match wits with; nobody everwins an argument with the customer.
Customers are persons who bring us theirneeds and wants. It is our job torespond to these needs and wants
profitably to them and to ourselves.
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The Customer
Customers are deserving of the mostcourteous and attentive treatment we
can give. They are the purpose of ourwork. They account for our salary;
without them our business will suffer.
Customers are the lifeblood of this andevery other organization.
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1. Establish rapport
Acknowledge the presence of customers Greet customers Make customer feel comfortable while he waits SMILE
Establish eye contact Recognize regular customers Offer to help
2. Determine the need Listen Ask questions Check for understanding
Empathize
The Customer Service Cycle
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3. Satisfy the need and exceed expectations Respond to questions Provide the service Solve the problem
Anticipate other needs and potential problems Provide alternatives and let customer choose Address concerns and objections Handle complaints Check for satisfaction and other needs Give tips or additional information
The Customer Service Cycle
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4. Close the transaction Review agreements reached Summarize or recap transactions Provide assurance that agreements will be
fulfilled Commit to follow-through Thank the customer Bid customer goodbye Say a courteous closing remarks
The Customer Service Cycle
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How to get the WOW from the
customer or achieve the customercycle
Review the system
Quality improvement process
Establish quality circle or group who
will look into the system
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Challenge Create Quality Circle that will lookinto the quality of the service
List possible problems commonlyencountered in your clinic Brainstorming
Survey (client feedback) Peer evaluation
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Attitudes that FACILITATE communication
Caring Warmth Respect Acceptance
Attitudes that INHIBIT communication Condescension Lack of interest Coldness
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Techniques for Therapeutic
Communication Attentive Listening
Maintaining Silence
Conveying Acceptance
Asking Related Questions, Paraphrasing,Clarifying
Stating Observation
Offering information
Using Touch
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Non-therapeutic responses orfactors inhibit communication
Failure to listenExamples: I am bored; I am not interested;
You are not important
Unwarranted ReassuranceExamples: Youll be fine; Theres nothing to
worry about
Giving an opinion, showing approval ordisapprovaloffering excessive praise; stereotyping
responses are judgmental
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Non-therapeutic responses orfactors inhibit communicationDefensive responsesClient: The food here is lousyHealth Care Provider: It is a lot better here
than other hospital, you are lucky that you arehere
Probing, Testing, and ChallengingResponsesAsking why is probingWho do you think you are testing
I feel nauseated after the red pill Surely youdont think I gave you the wrong pill
Changing the subject inappropriatelyHCP: Good morning. How are you today? Client:
Oh, I am not so good. HCP: We need to discussyour exercise
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Internal Audit
Orientation
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