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EXECUTION OF BASICS
BUILD KNOWELDGE
MAKE IT EASY
LIFETIME CUSTOMERS
PATIENT EXPECTATIONS
100
Wait times are one of the biggest barriers to the 'wow' levels of customer satisfaction and engagement
What is respect our customers' time?
100
The need for speed
What is responding quickly?
100
Great customer experience is not a process
What is a mindset grounded in an attitude, a true desire of the heart to create value for people and help them, no matter what?
100
Patient's needs are emotional
Why is it imporant that every call is backed up with a personal touch?
100
Look 'outside-in' rather than 'inside-out'
What is the core focus of Apria Cares?
200
Make a good impression
What is treat patients as ou wihs to be treated.
200
Pateint's don't want to hear, 'that's not my job"
What is help with problems; don't evade them?
200
Create choices for the patient during the customer service experience
What is buidling commitment?
200
Make patients feel important
Why it is important to use the patient's name regularly and make them feel valued with sincere compliments?
200
No one wants to hear: "Let me check with
What is an on-the-spot decision?
300
Learn to listen carefully to patients and give honest feedback
What is being open and honest?
300
Pateints are the ultimate goal of all of our efforts
Why is it important to let the patient teach us about the business?
300
Patients find comfort in regular, repetitive rituals
What is consistency of customer service?
300
Good customer service is expected
What is going the extra mile?
300
Company does not determine value
Who is the patient?
400
Know how things are connected and interrelated and how the customer is impacted
What it means to work as a team?
400
"Thank you for bringing this problem to my attention."
What is the first thing to say in response to a disgruntled patient?
400
Customer service is not a department
What is everyone's job?
400
Every complaint indicates some sort of service failure has occurred
What is istening to our patients?
400
Don't blame the customer
What iit means to treat your customers as valued ambassadors of Apria's business
500
Know what will deliver that 'wow' factor of service for a patient
What is means to relate to the patient?
500
Put yourself in the customer’s shoes
What is empathy?
500
Know that the patient is the boss
What is delivering what the patient wants, how they want it, on time, and with a smile?
500
Acting defensively only fans the flames
What is being polite?
500
Customer Always Receives Exceptional Service
What is Apria Cares?