The ART of Accommodation. Creating an Outstanding Customer Service Experience

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Jason Scott
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1 The ART of Accommodation Creating an Outstanding Customer Service Experience

2 Accommodate ac com mo date əˈkäməˌdāt

3 Commode

4 Commodus

5 Commie Date

6 Accommodations

7 Accommodate originates from the Latin word accomodatus which means to make fit, to adapt, fit one thing to another.

9 Zogby surveyed 1500 adults about the customer service quality of 151 of the most famous US companies. The Top 10 companies do not promote a customer service department they promote a customer service culture! These companies accommodate the customer as a natural part of doing business. They adapt to their customers. They make their organizations fit into their customer s expectations! They accommodate!!

12 Trivia: Olympic Sports What was the first sport in which women were invited to compete in the Olympic Games? TENNIS (at the Paris Games in 1900)

13 5 Essential Elements to Accommodation

14 5 Essential Elements of Accommodation Meaning Passion Anticipation Inconvenience Accommodation Quality

15 #1 Full acceptance of inconvenience as an integral part of customer service delivery If you work in healthcare you are going to feel like this regularly. Customer service champions acknowledge, accept, and embrace the feelings associated with inconvenience for what they really are: an opportunity!!

16 #2 Passionate desire for our customers to be thoroughly satisfied and fulfilled Your customer s satisfaction must MATTER to you. It should bring you fulfillment to know your customers are fulfilled. If these ideas resonate with you then that is a clear indication that you are passionate about what you do. If these ideas do not resonate with you relocate your industry.

17 #3 Finding meaning in your work increases job and life satisfaction. Kirsten Weir Writing for the APA December 2013 Vol 44, No. 11

18 #3 Finding meaning in your work increases job and life satisfaction. According to a 2013 Gallup study entitled, State of the American Workplace, only 30% of American workers would be considered an engaged worker which is defined as passionate about their work and strongly committed to their companies. The remaining 70% of American workers would be classified as not engaged or actively disengaged. Gallup defined not engaged workers as checked out and those who put in the time without any passion or prone to low-energy performance, while actively disengaged workers often act out on their unhappiness claiming much of their supervisor s time and energy and undermining their co-worker s accomplishments. Gallup estimates that actively disengaged workers cost U.S. companies $450 billion to $550 billion annually.

19 #3 Finding meaning in your work increases job and life satisfaction. Dr. Michael G. Pratt Professor of Management and Organization at Boston College points to the importance of finding meaning in our work by telling the old story of three bricklayers: Three bricklayers were asked what they were doing. The first bricklayer replied, I m putting one brick on top of another. The second bricklayer replied, I m making six pence an hour. The third bricklayer replied, I m building a cathedral a house of God. Dr. Pratt points out that, All of them have created meaning out of what they ve done, but only the last person could say what he s done is meaningful.

#3 Finding meaning in your work increases job and life satisfaction. Researchers have discovered that workers who feel a higher calling are among the most content.

The typical job description for a zookeeper includes scrubbing enclosures, scooping waste, and spending a great deal of time out in the elements.

20 #3 Finding meaning in your work increases job and life satisfaction. Researchers have discovered that workers who feel a higher calling are among the most content. Zookeepers are an excellent example of this. 8 out of 10 zookeepers have college degrees, yet their average annual salary is approximately $25,000. The typical job description for a zookeeper includes scrubbing enclosures, scooping waste, and spending a great deal of time out in the elements. Yet zookeepers are a passionate group volunteering months or years until a paid position opens up. Research also suggests that these workers feel called to their work. It is deeply personal for them, and many workers describe the events that brought them to their profession as if by fate. The same research about zookeepers found that people who feel called to their careers are more likely to find their work deeply meaningful. The personal ties they feel to their careers make even the most trivial tasks feel significant.

21 Trivia: General What animal is the official symbol of the World Wildlife Fund? THE GIANT PANDA

#4 A mentality that anticipates service opportunities Vigilance, sensitivity, and awareness are critical components to a service excellence culture. Consumers - Which is better?

22 #4 A mentality that anticipates service opportunities Vigilance, sensitivity, and awareness are critical components to a service excellence culture. Consumers - Which is better? A vigilant waiter or one you have to hunt down every time your water glass needs refilled? Moms Which is better? Having your kids pick up their own dirty clothes are having to ask them to do it? Bosses Which is better? The employee who is proactive to complete an assigned task or the employee that you have to chase down to get it done? Healthcare is a people-driven, service-oriented business. Those who anticipate the need are valued over those who react to the need.

23 #5 Intelligent focus on quality Now that we have the right attitude towards being accommodating, it s time to deliver! But be careful! All progress can be lost if the quality of service or product is poor. KNOW your business. HARDWIRE your details. AUDIT your outcomes. If the attitudes are good but the quality is bad then your customers will remember your business as friendly but frustrating.

24 accommodation in action produces

25 OUR Inconvenience THEIR gratitude If we are inconvenienced on their behalf, they will reward us with their gratitude and appreciation! Service champions FULLY accept inconvenience as the gateway to the customer s complete satisfaction!!

26 OUR Passion THEIR good opinion If we passionately desire their satisfaction and fulfillment, they will passionately desire to tell others about us! True service cannot be accomplished without PASSION! PASSION injects the human heart into the mundane!!

27 OUR Meaning THEIR contrast When we find meaning in our jobs we become more fulfilled and our customers will notice our true service delivery and differentiate us from our competitors! Healing the sick is a miracle that few get to experience!

28 Trivia: MOVIES Tom Hanks played Captain Miller in what legendary WWII movie? SAVING PRIVATE RYAN

29 OUR Anticipation THEIR loyalty As we are vigilant to anticipate service opportunities our customers will see that our level of care deserves their loyalty! Loyalty is birthed by a need being met by someone grateful to do it!

30 OUR Quality THEIR respect As we work smart, our customers will see that we accomplish more with less effort. What good is it if our customers notice how much we work, but also notice how little we accomplish?

31 So what have we learned today?

32 5 Essential Elements Accommodation in Action Fully accept inconvenience. Passionately desire our customer's satisfaction and fulfillment. Finding meaning in your work increases job and life satisfaction. Vigilantly anticipate service opportunities. Deliver "smart" service that focuses on quality. Our inconvenience produces their gratitude. If we are passionate for them, they will be passionate for us. Meaning in our work makes us happier and that creates a contrast between us and other providers. As we are vigilant to deliver service, customer loyalty will be the result. Efficiency and Quality are rewarded.

33 QUESTIONS?

6/9/ Parts. The Story of 3 Workers and their Work Environment. Two Things to Think About. Life Reimagined. Please take a Moment and Define Your

6/9/ Parts. The Story of 3 Workers and their Work Environment. Two Things to Think About. Life Reimagined. Please take a Moment and Define Your 3 Parts The Story of 3 Workers and their Work Environment My Story Brick Layers and Workers What to DO Mark Danaher, NCC, LPC Master Career Counselor Two Things to Think About Purpose Webster defines it