Customer relations part one

Customer relations part one

• 1.
  Best Practices PartOne
• 2.
  Many providers lackthe top ten most valued skills needed to achieve successful customer service. By offering concrete information about service techniques, including suggestions for how to deal with unhappy customers, as well as the significance of verbal and non-verbal communication, this PowerPoint overview will teach you the importance of quality customer service for both internal and external customers. Blending interactive exercises and practical scenarios will further guide you to the true meaning of customer service and how to implement it with your own customers.
• 3.
  Using best practicesin customer service is everyone’s responsibility. We are all customers as well as service providers. Each person should recognize her/his own important role when interacting with customers so as to achieve and promote quality relations. How can we give that added value or quality to a customer?  Each time you interact with customers, you should treat them with honesty and respect. This  should be done regardless of age, color, race, gender, ethnicity, religion, social class, sexual  orientation, or political affiliation.  Keep in mind that any one of you might be the only contact that a customer has with your  services. Customers will judge the way you interact and perform. This will be an indicator of the  quality in your health care system’s overall performance
• 4.
  Most often, itis the execution of small things that makes a customer feel special and important, such as:  Being greeted with a smile.  Showing enthusiasm when you are meeting her/him.  Maintaining eye contact and genuinely listening to her/him.  Checking from time to time that everything is okay while they are still waiting for her/his  turn.  Remembering that your body language creates an open and positive approach.
• 5.
  Here are thetop ten most valued customer service skills: 1. Whether face-to-face or on the telephone, each situation should end on a positive note. 2. Develop a standard "business friendly" personality within your organization. 3. Value each interaction individually. Modify vocal tones, body language, and expression to reflect each customer’s unique personality. 4. Place the customer first, with full focus on the task at hand. Don’t allow paperwork to interfere with a customer interaction. 5. Speak in "layman’s" terms. Convey information without using technical or industry jargon.
• 6.
  6. Listen effectivelyto the customer. Not only listen to what is being said, but the manner in which it’s stated and delivered. 7. Use questioning and restating techniques. Questioning often reveals the answer and solutions may often be cultivated from the information that is provided by the customer. 8. Learn to leave stressful situations behind. Separate the present from the past and place the emotions of a stressful interaction away. 9. Build rapport with every customer. The establishment of long- term partnerships is often accomplished through the very first interaction, so that first contact should be upbeat and positive. 10. Communicate clearly. Be sure you know your company's policies, procedures, and services to avoid any complications or dissatisfaction.
• 7.
  1. Redefine youridea of customer service. 2. Know who your customers are. 3. Develop customer-friendly service techniques.
• 8.
  Redefine Your Definitionof Customer Service How you define customer service shapes every interaction you have with your customers. A customer should walk away pleased—not just content, but actually happy—from every interaction. A happy customer will be a returning customer. Of course you want to give customers want they want, but this is not always possible. If you define customer service only as giving customers exactly what they want, then you have missed another key aspect of service: helping the customer to decide what s/he wants.
• 9.
   External Customers Externalcustomers are people who come into the organization from the outside. They may include consumers, visitors, and families. They might also include outside companies, delivery people, and other community members or organizations.  Internal Customers It may seem strange to think of fellow staff members as customers. Your internal customers may include physicians, professionals, employees of other departments, and other staff members. These customers are the people that you provide service to within your organization.
• 10.
   The onething all companies or organizations that provide good service have in common is the development of a customer-first attitude in promoting customer friendly service.  By “customer-first” we mean viewing the customer as the most important part of your job. The cliché, “The customer is always right” is derived from this customer friendly environment.
• 11.
  1. Communications 2. Relationships The two main tasks of successful customer relations is to communicate and develop relationships. They don’t take a huge effort, but don’t happen instantaneously either.  Positive communication with your customers and developing ongoing relationships with your customers are perhaps the two most important qualities to strive for in customer service.
• 12.
  Think about placeswhere you enjoy doing business:  Restaurants  Stores  Banks Why do you like doing business with them? You probably find their staff courteous, timely, friendly, flexible, and interested. They not only satisfy your needs, but make you feel positive and satisfied. You come to rely on their level of service to meet your wants and needs.
• 13.
  In dealing withconsumers and families, maintaining good customer relations is also important  because: Consumers have a choice. Consumers have a choice about where they go for different services. If customer service is not good and people don’t feel that an organization cares about them, they may take their business somewhere else.
• 14.
  Consumers want highquality care. When consumers go to a healthcare provider to seek treatment, they become dependent on someone else. People must trust this other person to tell them what is wrong with them, and how they will be treated. Consumers experience a real lack of empowerment. They feel that they are not in control of what is happening to them. Consumers may have questions about what is happening, what will be done, and how long it will take. A vital component of customer service is to answer every question and give people the confidence that your facility will provide the quality of care they want.
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   Enthusiasm –basic friendliness is the most important professional quality you can possess.  Confidence – the customer needs to know that you are competent and are able to meet her/his wants and needs.  Fairness – the customer wants to feel s/he is receiving adequate attention and reasonable answers.  Flexibility – most customers want choice and alternatives. They want to know there are many avenues to satisfy them.
• 16.
   Once adequateself-evaluation has been conducted and you know where you stand in terms of customer service, you can organize a service improvement strategy catering to your service needs.