Customer Service Strategies That Will. from the Competition. Louis Feuer, MA, MSW

Transcription

1 Customer Service Strategies That Will Separate You from the Competition Louis Feuer, MA, MSW

2 Top 5 Things to Know for CE: Make sure your BADGE IS SCANNED each time you enter a session, to record your attendance. Carry the Evaluation Packet you received on registration with you to EVERY session. If you re not applying for CE, we still want to hear from you! Your opinions about our conference are very valuable. Pharmacists, Pharmacy Technicians and Nurses need to track their hours on the Statement of Continuing Education Certificate form as they go. FOR CE: At your last session, total the hours and sign both pages of your Statement of Continuing Education Certificate form. Keep the PINK copies for your records. Place the YELLOW and WHITE copies in your Evaluation packet. Make sure an evaluation form from each session you attended is completed and in your Evaluation packet (forgot to pick up an evaluation form at a session? (Extras are available in an accordion file near the registration desk.) Put your name and unique member ID number (six digit number on the bottom of your badge) on the outside of the packet, seal it, and drop it in the drop boxes in the NHIA registration area at the convention center.

3 Disclosures Louis Feuer is President of Dynamic Seminars and Consulting, Inc. The conflict of interest was resolved by peer review of slide content. Cli i l ti l d ffl b l ill t b Clinical trials and off-label uses will not be discussed in this presentation.

4 Customer Service: What it s not! It s not just about strategies. It s not just about doing the right thing It s not about just saying the right thing. It is about a constant State of Mind!

5 Take Time to Think Back What service(s) have you experienced that you still remember? What did some one do for you that you thought was beyond their job description? What service did you receive that you told others about?

6 What is Quality Customer Service It has to do with a good feeling we have when we leave your store or hang up the phone. It has to do with feeling someone cares about us, our order and in doing what is right for us. It has to do with efficiency attention to detail and It has to do with efficiency, attention to detail and seeking customer agreement.

7 What does the Internet Focus On? Availability of staff, product, etc. Ability to monitor and track your order. Sending messages thanking you for your order. Keeping up with the customer after the order is received.

8 Service Along the Continuum From the telephone being answered. The sales person in the office. To the delivery person arriving at the home. To the nurse usesetting up the IV. To the billing manager explaining the statement. To the last words you hear after speaking with an employee. Service as a mindset!

9 On the Phone The time it takes to pick up the telephone. The sound of the voice of the first person the customer hears. The manner in which the call is processed. The comments made. The closing of the call.

10 For Consideration What have we done to exceed customer expectations? What have customers asked us to do that we did not do, but thought possibly we should? Have we asked our colleagues how they believe we can improve our service?

11 What can we do that would make working with us easier for our referral sources? Are there questions we should be asking our customers that we don t ask. Do your days and hours of our operation reflect the needs of your customers? Remove the barriers to quality service.

12 Scripting The way the phone is answered. What we say to customers as they leave our store. As we enter the home of our patients. As we leave the home of our patients. Comments that should be made in our thank you notes.

13 4 Phone Greeting Components Good morning afternoon. Company name. This is... (your name). Can I help you?

14 And in Closing... Thank you for calling us and if you ever have any additional questions or concerns, please, never hesitate to call us. We are here to help you.

15 Service for Referral Sources Ask them what they need or expect from an infusion provider/ home health care provider. Listen carefully when they talk about their priorities. Make a note of what bothers them about your competition. Try to make their service priorities your priorities.

16 Servicing the Customer Each referral source has a key issue that is important to them. Insure that you remember what that is and that this information is shared with others in your company. Do they require a form a special call or report? Note it Do they require a form, a special call or report? Note it and do it!

17 Meetings with Referral Sources Yearly meetings with top 3 referral sources. Determine what keeps them calling you. Share that information with your staff. Ensure that what keeps them coming back never stops!

18 The Phone Monitor how others answer the phone (with notification given to the caller). When someone knows others may be listening this can impact the service. Treat the phone as the window to your business.

19 Remove the Barriers to Quality Service We are just not going to be open at 5:30 PM. Our policies do not allow that to happen. It we do that it is going to cost us more money. Failure to understand the customer.

20 The Complaint Log Book An accreditation requirement. A source of education and training. i It becomes a list of potential business disasters. One item usually reflects many previously made mistakes. Errors usually do not happen just once. Sets the stage for further training. i

21 Comments to Avoid I just don t know. I ve never heard of that happening. Are you sure that s what happened? Calm down sir. We are doing the best we can.

22 What I have heard on the street? That company really takes care of their patients. They have great service. JoAnne who takes the orders is great. The service manager makes every customer happy. I have never heard anyone say they use a company because of the equipment they have.

23 Remember... The first 5 seconds may make all the difference. It s all about presentation. Appearance wins over reality. You may never get a second chance to make that first impression. i It takes 5 times more money to attract a new customer than it does to retain the old one. So...

24 Can you afford not to make quality service a Working State of Mind? Apparently from the behaviors of some I ve seen, the answer is Yes!

25 Remember... Customer service is not an action or an event, but a way of life. Customer service rings loudly days and weeks after your interactions with a customer. Quality service can be the most important element in building your business, yet it cannot be held in your hand, outlined in a report and but it can quickly felt and immediately recognized when it is missing.

26 For more ideas contact me at: And thank you for allowing me to be a part of your professional education! Louis