Customer Service Excellence in Healthcare

SIVAGAMY KUMARESAN
 Objectives
At the end of this session you are expected to:

To improve patient care and services in Qualitas

Clinic.
Who are our customers are?
Definition of a Customer

Internal/External Customers

Customers are people who need your

assistance. They are not an interruption to
your job, they are the reason you have a
job..
effective ways to internal Customer
service in our organization.
Area of focus
Basic activities
• Continuous communication
between manager, Doc & staff

Communication
To strive to Improvise corporate office
provide innovative communication with all level of
and quality health staffs
services through
motivated
Practice activities with
committed
continuity & consistently.
professionals
teamwork together
to exceed the Enhance staff understanding
Teamwork on the importance of the
expectations of
company requirement ,
patients, policies.
employees and
our community Create & emphasize
teambuilding activity to
strengthen teamwork.

Constantly guide for

achieving targets &
commitments.

Establish proper & structures

Morale staff recognitions.

Continue branch level effort to

motivate staff to enhance their
morale.

Practice with continuity &

consistently to recognize staff
 The Qualitas Experience…..
Definition:
What describes GOOD service and BAD service?

Good customer service is taking that extra step to help without

being asked! It’s all about attitude and skills.
What do Customers Want?
Activity:
Brainstorm what it is that a customer wants when they enter
your organizations?

Discuss and share with others….

Establishing Rapport
What does good rapport feel like?
Practice greeting someone

Make the customer feel comfortable

Make the customer feel important and
valued
Use empathy
Role play
 Greeting Customers
The purpose is to create and maintain a welcoming
environment - how can we achieve this?

•Be attentive, acknowledge a person as soon as they appear,

even if you’re busy-stand up
•SMILE!
•Establish eye contact
•Tell them your name
•Ask how you can help
•Give the customer your full attention
•Be polite and courteous……………
 Find out how You can Help

How can you find out what people want?

If you can’t help, what should you do?

Offer alternatives if possible

• If they have to wait, how would you handle it?

 The Communication Equation
What you hear
•Tone of voice
•Vocal clarity
•Verbal expressiveness 40% of the message

What you see or feel

•Facial expression
•Dress and grooming
•Posture/ Body Language
•Eye contact
•Touch
•Gesture 50% of the message

WORDS…….. ONLY 10% of the message!

 How to Listen to Customers
Active listening = Attending skills (being ready)

Attend to immediate needs (if you need to finish

something before giving your full attention)
Being available
Eye contact
Attentive posture
Concentration
 Following Skills…

This opens the door to further communication

Invitations…
Questions…
Encouragement…
Empathetic Silence…
 Body Language for a Positive Result

Brainstorm some examples of good body language

Smile
Introduce yourself (if appropriate) or wear a name
badge
Shake hands if appropriate
Lean forward
Be aware of cultural differences
 Guaranteeing Retention of Old
Patients / Getting New Patients.
•Leave a positive impression, SMILE!
•Check customers have everything they need.
•If you’ve said you’ll follow-up, do so.
•Tell them something that may be useful to them later
(eg new service starting soon).
•Invite them back.
•Say goodbye!
•Need to follow up with the patient in the next to check on their
well-being.
A Positive Organisational Image
First impressions count and will affect the
interaction. People make judgements in the first
30 seconds.
Golden
Rule

You only have one chance to make a first

impression!
A Positive First Impression

• Be confident
• Knowledge - know your organisation and the services
you provide
• Confidentiality
• Follow up (don’t just say you’ll do something, do it)
• Strengthen the customer’s commitment to your
organization
 Organizational Assessment -
Activity
•Take a look at your organization through the eyes of a
customer.
•What are the first things you notice?
•What has the organization done to make you feel welcome?
•Does anything make you feel uncomfortable?
•How could you feel more at ease?
Discuss different methods used to help people feel
welcome
Service Standards
How can you contribute to the development and maintenance of service
standards in your organization?

Read and understand your organization's policies and procedures on customer

service
Be prompt and efficient
Ensure services are delivered in accordance with legislative or statutory
requirements
Maintain accurate records
Ensure any special needs of customers are taken into account
 Factors Affecting the Quality of
Service
Reliability
Confidence
Responsiveness
Efficiency
Consistency
Organization
Acceptance of and adherence to policies and procedures
 Dealing with different types of
Customers
•Special needs
•Difficult customer
•Talkative customer
•Angry customer
•The ‘know it all’ Customer
 Role Play
In pairs, one person takes on the role of a customer and one is the clinic
assistant

Use your own scenario if you have one

Swap after 5 minutes
Thank You!!!!