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“It’s never been more important to take control of your customer satisfaction program. Scores are now accessible to the consumer, competition is everywhere and the customers expect more today than ever before”.

The ongoing journey for customer service excellence leads to market advantage and brand identity. The goals of a customer service improvement initiative must include:
  1. The development of grass roots training and action on basic customer service requirements. These include the ability to make eye contact, smile, have friendly/courteous behavior, take initiative/responsibility and avoid making excuses.
  2. Implementation of customized team-based plans in each building. These plans include measurable goals which can be accomplished in a defined period of time. The building plans can then be refreshed every 90 days.
  3. Methods to insure accountable results with home office involvement and appropriate reward/recognition.
  4. Organization of the initiative so that it can be sustained and not be the consultants' program or just a fad.
  5. Development of processes to customize assistance to buildings that need more assistance.
  6. Implementation of a process that is cost efficient yet achieves measurable results on customized goals.
  7. Preparation of the Administrator to effectively lead a team-based initiative.
  8. Development of reporting and ongoing communication systems.
With these goals in mind, Maun-Lemke works with organizations to develop a 12-week team-based process on customer service improvement. A “Super Team” of 10 to 12 hand-picked individuals would be created and utilized in driving this effort. There would need to be a chairperson of the team, normally the Administrator, and the Director of Nursing would also need to be on the team. Our relationship would begin with a specific set of conferences between your team and Maun-Lemke to discuss the nature of the team, how to start the effort, who will lead the process and what kind of pre-work is required before the initial 2-day consulting implementation. The process of using a 12-week planning approach allows for rapid action and accountability shared by a number of individuals. It also drives the initiative into the organization farther that just “top down”. The overall progress of success against goals would be the measurement of our effort in assisting you in this initiative.

Naturally, all these things can’t be accomplished in the first 12-week Plan, but this is a starting list to prioritize and assess what the teams can accomplish in the first 12 weeks, and transition into future plans. Our assistance includes live visits for training, meeting with the sub-teams and the “Super Teams”, project manual, review of the weekly reports with feedback, phone conferences, and linking up with other organizations for leading-edge practice ideas that can be incorporated within your organization. We would have specific consultation meetings with Corporate and other key leaders to discuss the overall initiative with ongoing efforts to tweak and change the plan as appropriate to meet the goals of the overall effort. 

Clint Maun and another Maun-Lemke Senior Consultant would “kick-start” the project with a 2-day onsite training/coaching meeting with the “Super Team”. The goal of that meeting would be to design the overall skeletal components of the initial 12-week Plans. This would include forming appropriate sub-teams that would report to the “Super Teams” in the implementation of specific components of the action plans. The process would then be completed by the teams over the following 3 to 4 weeks, when the final plans are then signed by all team members and presented to Corporate for approval. The plans would contain what is going to happen each week for 12 weeks, who’s responsible for each effort and how the overall process would be measured from a goal standpoint. 

Any assessments or reviews, historical processes, and diagnostic decisions would be made by the teams to move the plans forward. Clint Maun and the other senior consultant would return for multiple visits to assist the teams in this process. In addition, the teams would submit weekly reports to us and to Corporate so that there is accountability for ongoing progress reporting.

Our consulting projects and speaking assignments come with our 100% satisfaction guarantee. That simply means that we are committed to your success; if you are not satisfied for whatever reason, we will continue to work with you to achieve satisfaction or you can cancel our agreement with no further payment obligations. We ask that you and your teams partner with us and insure there is satisfaction. This begins with telling everyone and reinforcing throughout the year that this is of the highest priority for the organization.

We would continue over 6 to 9 months to assist with two 12-week Plans with transition into the 3rd 12-week Plan. This sets in motion an ongoing effort for customer service in your organization that continues beyond the consultants.  We need to make sure this is fun, invigorating, a morale boost and an opportunity for the organization to realize its appropriate customer excellence goals.

If you’d like more information as to how Maun-Lemke can help you achieve your Customer Service goals, call Kathy Cain, VP 800-356-2233.


Maun Lemke, LLC. Copyright 2006: All Rights Reserved.
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