Customer Service 1
List at least 2 internal customers
1. Staff
2. Admin
3. Volunteers
4. CHC ambulance drivers
What are 3 non-verbal clues?
1. Body Posture
2. Gestures
3. Facial Expressions
Form of non-verbal communication which consists of body posture, gestures, facial expressions, and eye movements.
Body Language
List at least 3 external customers
1. Patients
2. Families
3. Vendors
4. Ambulance drivers
A patient asks you a question in the hallway that you don't know, what do you do?
You find someone who can help the patient, or ask a different employee that may know how to help the patient. NEVER say you don't know and walk away.
What does it mean to be an active listener?
Why is active listening beneficial?
1. To make eye contact
2. To ask questions
3. To paraphrase
4. To take notes
It can create empathy and trust
What are the steps for Service Recovery?
1. Assure the patient that it will get addressed
2. Report to Chloe
3. Follow-up
What is Customer Service?
The care we bring to patients, to make them feel as comfortable as they can.
One or more positions of the muscles of your face. Point is to express an emotion.
SADFISH:
Sadness, Anger, Disgust, Fear, Interest, Surprise, Happiness.
Facial Expressions
What does AIDET stand for?
A-Acknowledge
I- Introduction
D- Duration
E- Explanation
T- Thank the patient
What are the Communication skills for Listening?
1. Active Listening
2. Effective Listening
3. Display empathy and compassion
Making __ _______ shows you are engaged and understanding what the patient is saying.
Eye Contact
What are 3 things we should self-monitor when patient facing?
1. Volume/conversation appropriateness
2. Phone etiquette (Including cell phone usage)
3. Body language, first and last impression.
Why does non verbal communication matter?
7-38-55
7%-Spoken
38%-Tone of Voice
55%- Body Language
It set's the tone for the entire interaction.
Demonstrate a proper phone call etiquette for:
External patient clinic call
Internal patient call
External: Thank you for calling Cumberland Healthcare, this is ____ speaking. Cumberland or TL? Is there a certain provider you usually see? Great, I have you scheduled on Monday at 2:45 with Dr. Jennings in Cumberland. Thank you, have a great day!
Internal: Patient access _____ speaking.