August 2003 Newsletter ********************************************** ---------------------------------------------------- IN THIS ISSUE: Improving Customer Service National Customer Service Week Customer Service Surveys Eliminating Time Wasters Coping With Change Work Education Programs ---------------------------------------------------- Savvy Service Six Steps That Will Improve Customer Service in Your Organization From increased competition to decreased corporate budgets to government regulation, there's no doubt that dramatic changes have set afoot in the healthcare profession. However, despite the ever-changing face of the business one thing remains the same: healthcare providers need to manage client relation- ships effectively to retain customers and remain profitable. In other words, if your organization is going to survive, customer service must thrive. Below are six steps that will get you headed in the right direction. In a study supported by the Agency for Healthcare Research and Quality, researchers identified six steps that help advance effective customer service: 1. Promote Protest. We know-it doesn't sound right, but encouraging complaints can actually be used as a quality improvement tool (rather than a staff disciplinary tool). Whether it's meals, unreturned calls, or just a rude employee, you're most likely not going to find out about it if customers don't voice their concerns. In fact, according to a Sandy Corporation study, between 65 and 90 percent of dissatisfied customers walk quietly away to your nearest competitor. A few reasons they never complain are: it's not worth the hassle; they don't know where or how to complain; they don't believe it will do any good. So, make sure that you have a formal plan in place for handling complaints. It could be as simple as a sign on the front desk, telling customers where they can go to voice their concerns. 2. Establish a Team. For consistency in the manner and method in which complaints are handled, you may want to select certain employees to oversee your customer service program. 3. Set a Date. A Rockefeller study found that 14 percent of the customers surveyed switched to a competitor because their complaints were not answered. Establish a timeline in which customer complaints and inquiries must be resolved or acknowledged. Make sure that customers know how quickly you will get back to them. Better yet, guarantee it. 4. Record It. Create a database to identify inquiries, poor service trends, and complaints. Report this information to senior management and staff on a regular basis. 5. Figure Out Your Flaws. After a few months of logging information into your database, you should be able to identify patterns and failure points in the service system. Make sure to address these problem areas-they're never going to magically disappear. 6. Give Yourself a Report Card. To minimize future complaints, and maximize service processes, make sure to track trends. Grade your organization and set goals on what you want to achieve in the upcoming year. Bottom Line: To be the best in the biz, you must address the way customers feel about the services they receive. When it's all said and done, consumers will turn to those companies where their business is appreciated. "Opportunity is missed by most people because it is dressed in overalls and looks like work." -Thomas Edison For More Information on Customer Service Excellence take a look at our "We're In The People Business" line of products: http://www.clintmaun.com/products/cust_rel_tools_old.shtml#PeopleBusiness1 ---------------------------------------------------- Celebrate Service National Customer Service Week is not far away-so what better time to roll out your new and improved program! What is National Customer Service Week? National Customer Service Week (NCSW) is a national event recognized by the United States Congress. The International Customer Service Association founded the movement in1988 with the intent to create a positive customer service message that will last yearlong. When is National Customer Service Week? National Customer Service Week is October 6-10. How Can My Company Celebrate? There are countless ways to celebrate NCSW, but if you're having trouble with your creativity cap, take note of the suggestions below. - Decorate your department as well as other high traffic areas in your building, such as break rooms, lobbies, cafeterias, and hallways. Make it known that customer service is a top priority that you take pride in. - Create a theme. Perhaps you could focus your celebration around an Olympics theme. For example, you could award gold medals each day during Customer Service Week to employees who have demonstrated record-breaking service. Send a company-wide e-mail, or get on the PA system to announce the day's winner. Ask the recipients to share some of their award winning techniques to their co-workers. - Throw a contest-have each employee write down one suggestion as to how customer service can be improved. Have senior management vote on the best three suggestions and present gift certificates, a day off, cash, etc. to the winners. "People forget how fast you did a job - but they remember how well you did it." -Howard Newton ---------------------------------------------------- "Survey Says." Choosing Customer Service Surveys Type the words 'customer service' or 'survey' in an Internet search engine and you're bound to find hundreds if not thousands of entries. Quite simply, if you're in the market for a customer satisfaction survey, the abundance of options can be overwhelming. While choosing the right tool(s) depends on your organization's budget and unique needs, there are some general guidelines to follow-take note of what to look for and what to avoid. What to Look For Surveys can be executed by phone, mail, the web, or person-to-person. Regardless of the medium you choose, you'll want to make certain that the survey: - Asks customers about the service they were expecting, versus the service they actually received. This key question will help you close communication gaps as well as identify what customers want. - Identifies obstacles. A good survey should be able to discern what is preventing you from providing better customer service. For example, you might be under the impression that your employees are under-trained when in fact, the obstacle could be under-staffing. - Is tailor-made. A generic survey is most likely going to give you generic results. The demands of the healthcare industry are unique to that of any other organization. Make sure that the tool you select is customized and specific to the field of healthcare. - Prioritizes. The survey should provide a list that ranks customers' priorities when it comes to service. This is especially crucial if budgets are tight. For example, if results indicate that privacy is the top priority of those surveyed, you can rest assured knowing that your resources are being focused on a valid platform. What to Avoid We all know it's impossible to be perfect, but when it comes to selecting customer service surveys, you'll want to make sure you steer clear from these common mistakes: - Not staying balanced. If you draw your data from only your best customers, or only from the complainers, your results are not going to be indicative of your customer base as a whole. To ensure the most accurate data, make sure you survey across the spectrum. - Not letting customers speak their mind. If you want to meet customers' needs, ask them for their views in their terms, not yours. Simple yes and no questions are not going to give you the results you need. You'll want to allot space on the survey that gives respondents room to express their concerns. - Not staying with the times. While you might be an expert in the healthcare industry, a current analysis of your customers' expectations will surprise you time and time again. From the way private health in- formation is stored, to the way heart surgery is performed, the healthcare industry is a rapidly changing field. Your customers' expectations change as quickly as the field does-so make sure you keep surveying and keep asking them what they expect out of you. For More Information visit our Surveys section: http://www.clintmaun.com/consulting/consulting.shtml ---------------------------------------------------- Time's a Wastin' How to Eliminate Time Wasters It's 15 minutes before the start of your shift. You're already at work. You've gone out of your way to make sure that you have plenty of time to start the day right, and on time. You go to the break room to fill your cup of coffee. You still have 12 minutes-plenty of time! You put your lunch in the fridge and quickly browse through the newspaper. Five minutes left-you're even going to be a bit early today. Right as you're walking out of the break room, your co-worker stops you to say hello. You get to talking, and before you know it, it's 20 past the hour. You're late! And you have to scramble the rest of the day to make up for lost time. Does the scenario above sound familiar? If you're like most people, it probably does. Plain and simple, a cup of coffee here, and a conversation there can add up to a huge amount of time wasted on the job. So take note of the tips below if you feel that time is slipping through your hands. Get Organized. Employees can spend hours every week looking for things they've misplaced. Setting aside even five minutes at the end of the day to organize your workspace can save countless hours and provide for more effective work time. Delegate. If you're a manager, you probably spend a good chunk of your time on tasks that can be done by one of your subordinates. If anyone else can do it, let them! Walk Away. Do you always seem to be caught in the middle of your co-workers' disputes and crises? Also known as fire- fighting, this time-waster can distort your perspective on what is actually important throughout the workday. For example, mediating a heated discussion between two co- workers who are arguing over who gets to leave early is not an effective use of your time. Simply walk away from these situations, or politely tell them that you have more important matters to deal with. Just Say No. There's an easy, one word solution to your time wasting co-worker who just wants to chat: no. It's a simple word, but you'd be surprised at how hard it can be to actually say. Be cordial, but firm, "No, John, I don't have time to talk today. I'm too busy. Maybe we could catch up after work." It's impossible to add hours to the day, but if you can recognize and eliminate the time wasters in your life, you can certainly increase the number of tasks you accomplish. Here is an interesting article that can help you in your day to day life: http://www.clintmaun.com/articles/lstrs.shtml ---------------------------------------------------- "We're Going to Start Doing What?!" Coping With Change Whether it's a change in how you clock in for work, or how you perform your daily job, change can be a stressful ordeal. After all, most change takes us out of our comfort zone, and into an unfamiliar world. But you don't need to throw in the towel just yet-while you might not be able to stop changes in the workplace, you can learn how to overcome it. Stay up-to-date. Make sure to read the newspaper and stay informed on what's new in your field. Keep up with the changes, i.e., insurance guidelines, government regulations, new technologies, etc. that may affect your company. If you stay ahead of the game, you're less likely to be blindsided by change. Don't give into rumors. You know how it starts. Your co-worker approaches you and says, "I heard from Sally on the second floor that they're going to start layoffs next week. She said that our department would be the first to go!" While it's easy to give into the rumor mill, it will only add to a stressful situation. If organizational change is headed for your company, the best thing you can do is gather valid information and facts. Talk to your supervisor. He or she will be the best bet for straightening the matter out and putting an end to the gossip. Express yourself. This doesn't mean whining and moaning, it means discussing your thoughts rationally with your supervisor. Write down your concerns at home, when you've had some time to cool off and think about the matter. Remember, you have a right to know about what's going to affect your job. Be selfish. While you might not have any say over changes that take place in the workplace, you do you have control over yourself. Make sure that you're getting adequate sleep, eating right, and exercising on a regular basis-all of these will help you better cope with change. First Employee: "So, is your job secure?" Second employee: "Oh, yes. It's me they can do without." Check out our article "Living In The Now": http://www.clintmaun.com/articles/litn.shtml ---------------------------------------------------- Back to School How Workplace Education Programs Can Benefit Your Company Throughout the United States, private and public sector companies are facing the problem of a workforce that severely lacks basic workforce skills. In fact, according to the International Adult Literacy Survey, more than 40 percent of the US workforce does not have the basic skills to do their job. But don't let these numbers discourage you too much-there is hope, and it comes in the form of workplace education programs. Workplace education programs help employees develop basic skills. These programs can range from a literacy workshop, to conflict management, to a computer class. They are often customized and delivered by professional educators or private trainers to meet your workplace's specific needs. Research shows that improving employee skills creates employees who work smarter and better and who cope well with change in the workplace. Furthermore, many employers report increased profits and other bottom-line benefits when their employees learn basic skills that enable them to work more effectively. For example, at Baker Enterprises, a sheet metal fabrication company in Michigan, workplace education program graduates' skills led to reduced overhead and a requirement for fewer supervisors, which contributed to a five percent sales increase that enhanced the bottom line. Investing in workplace skills is a win-win situation. The employee gains a better understanding and the door to economic returns for the employer is wide open. So, assess where you and your employees need help and start a work- place education program today! Source: Turning Skills Into Profit: Economic Benefits of Workplace Education Programs A Must Have Video - Achieving Smooth Operations: http://www.clintmaun.com/products/bp_ir_tools.shtml#aso |