Download - Kvetching Kung Fu
![Page 1: Kvetching Kung Fu](https://reader036.vdocuments.site/reader036/viewer/2022081417/556432c0d8b42ace308b4849/html5/thumbnails/1.jpg)
Kvetching Kung FuStrategies for Dealing with Difficult Guests at the MNjcc
Presented by: Christopher Laurin
Health Systems Group
![Page 2: Kvetching Kung Fu](https://reader036.vdocuments.site/reader036/viewer/2022081417/556432c0d8b42ace308b4849/html5/thumbnails/2.jpg)
What’s our core purpose?(as HSG employees)
![Page 3: Kvetching Kung Fu](https://reader036.vdocuments.site/reader036/viewer/2022081417/556432c0d8b42ace308b4849/html5/thumbnails/3.jpg)
To solve unsolved problems innovatively
![Page 4: Kvetching Kung Fu](https://reader036.vdocuments.site/reader036/viewer/2022081417/556432c0d8b42ace308b4849/html5/thumbnails/4.jpg)
To preserve and improve human life
![Page 5: Kvetching Kung Fu](https://reader036.vdocuments.site/reader036/viewer/2022081417/556432c0d8b42ace308b4849/html5/thumbnails/5.jpg)
To experience the emotion of competition,
winning, and crushing competitors
![Page 6: Kvetching Kung Fu](https://reader036.vdocuments.site/reader036/viewer/2022081417/556432c0d8b42ace308b4849/html5/thumbnails/6.jpg)
To make people happy
![Page 7: Kvetching Kung Fu](https://reader036.vdocuments.site/reader036/viewer/2022081417/556432c0d8b42ace308b4849/html5/thumbnails/7.jpg)
To make people away from home feel they
are among friends and really wanted
![Page 8: Kvetching Kung Fu](https://reader036.vdocuments.site/reader036/viewer/2022081417/556432c0d8b42ace308b4849/html5/thumbnails/8.jpg)
To give ordinary folk the chance to buy the same things as
rich people
![Page 9: Kvetching Kung Fu](https://reader036.vdocuments.site/reader036/viewer/2022081417/556432c0d8b42ace308b4849/html5/thumbnails/9.jpg)
What’s our core purpose?
Our core purpose is to make every
membership visit (experience)
extraordinary
![Page 10: Kvetching Kung Fu](https://reader036.vdocuments.site/reader036/viewer/2022081417/556432c0d8b42ace308b4849/html5/thumbnails/10.jpg)
HSG’s Service Vision
Service Excellence is an integral part of the HSG brand; and differentiates us from our competitors.
![Page 11: Kvetching Kung Fu](https://reader036.vdocuments.site/reader036/viewer/2022081417/556432c0d8b42ace308b4849/html5/thumbnails/11.jpg)
HSG’s Service Mission
HSG’s customers experience our programs and services as inspiring. We do this by Managing the Customer Experience.
![Page 12: Kvetching Kung Fu](https://reader036.vdocuments.site/reader036/viewer/2022081417/556432c0d8b42ace308b4849/html5/thumbnails/12.jpg)
What does Service Excellence mean to YOU?
![Page 13: Kvetching Kung Fu](https://reader036.vdocuments.site/reader036/viewer/2022081417/556432c0d8b42ace308b4849/html5/thumbnails/13.jpg)
① Welcome your guests② Use their name③ Take care of their needs④ Thank them for coming⑤ Invite them back
![Page 14: Kvetching Kung Fu](https://reader036.vdocuments.site/reader036/viewer/2022081417/556432c0d8b42ace308b4849/html5/thumbnails/14.jpg)
Service StatisticsOnly 4% of your members will complain
1:26 ratio
It costs 5-6 times MORE to get a new member
54-70% will continue to stay with you if you resolve their complaints quickly
Dissatisfied members will tell up to 10 other people about their dissatisfaction
![Page 15: Kvetching Kung Fu](https://reader036.vdocuments.site/reader036/viewer/2022081417/556432c0d8b42ace308b4849/html5/thumbnails/15.jpg)
If it costs you $1,000 to If it costs you $1,000 to get a new member, it get a new member, it takes only takes only 1010 seconds to seconds to lose one and up to lose one and up to 1010 years to overcome the years to overcome the direct and indirect losses direct and indirect losses resulting from that resulting from that member leavingmember leaving..
![Page 16: Kvetching Kung Fu](https://reader036.vdocuments.site/reader036/viewer/2022081417/556432c0d8b42ace308b4849/html5/thumbnails/16.jpg)
Kvetching Kung FuStrategies for Dealing with Difficult Guests
![Page 17: Kvetching Kung Fu](https://reader036.vdocuments.site/reader036/viewer/2022081417/556432c0d8b42ace308b4849/html5/thumbnails/17.jpg)
Kvetching[kvech] - intransitive verb:
1. to complain habitually
noun:1. a complaint;2. a habitual complainer.
origin:Kvetch comes from Yiddish kvetshn , "to squeeze,
to complain," from Middle High German quetzen, quetschen, "to squeeze.”
![Page 18: Kvetching Kung Fu](https://reader036.vdocuments.site/reader036/viewer/2022081417/556432c0d8b42ace308b4849/html5/thumbnails/18.jpg)
Kung Futerm
Kung fu or gongfu or gung fu is a Chinese term often used in the west to refer to Chinese martial arts characterized by self-defense tactics.
Its original meaning is somewhat different, referring to one's expertise in any skill achieved through hard work and practice.
![Page 19: Kvetching Kung Fu](https://reader036.vdocuments.site/reader036/viewer/2022081417/556432c0d8b42ace308b4849/html5/thumbnails/19.jpg)
Kung Fu
Kvetching
![Page 20: Kvetching Kung Fu](https://reader036.vdocuments.site/reader036/viewer/2022081417/556432c0d8b42ace308b4849/html5/thumbnails/20.jpg)
Why would a member at the
be upset?
![Page 21: Kvetching Kung Fu](https://reader036.vdocuments.site/reader036/viewer/2022081417/556432c0d8b42ace308b4849/html5/thumbnails/21.jpg)
Some Reasons WhyThey’re in a hurry
They’re already upset at someone else
Their expectations have not been met
They’re promised something that isn’t delivered
They feel no one listens to them
They’re tired, stressed out, or frustrated
![Page 22: Kvetching Kung Fu](https://reader036.vdocuments.site/reader036/viewer/2022081417/556432c0d8b42ace308b4849/html5/thumbnails/22.jpg)
Some Reasons WhyThey are told two different things by two separate staff members
They want to control or manipulate you by
making a lot of noise
They’re confused, overwhelmed, nervous, anxious, or worried
No one pays attention to them
They’re treated poorly or discourteously
![Page 23: Kvetching Kung Fu](https://reader036.vdocuments.site/reader036/viewer/2022081417/556432c0d8b42ace308b4849/html5/thumbnails/23.jpg)
![Page 24: Kvetching Kung Fu](https://reader036.vdocuments.site/reader036/viewer/2022081417/556432c0d8b42ace308b4849/html5/thumbnails/24.jpg)
![Page 25: Kvetching Kung Fu](https://reader036.vdocuments.site/reader036/viewer/2022081417/556432c0d8b42ace308b4849/html5/thumbnails/25.jpg)
![Page 26: Kvetching Kung Fu](https://reader036.vdocuments.site/reader036/viewer/2022081417/556432c0d8b42ace308b4849/html5/thumbnails/26.jpg)
The Difficult Guest
![Page 27: Kvetching Kung Fu](https://reader036.vdocuments.site/reader036/viewer/2022081417/556432c0d8b42ace308b4849/html5/thumbnails/27.jpg)
Guest’s Can be …
The Distracted Guest
The Disappointed Guest
The Disruptive Guest
![Page 28: Kvetching Kung Fu](https://reader036.vdocuments.site/reader036/viewer/2022081417/556432c0d8b42ace308b4849/html5/thumbnails/28.jpg)
L
A
S
T
isten
pologize
olve
hank
![Page 29: Kvetching Kung Fu](https://reader036.vdocuments.site/reader036/viewer/2022081417/556432c0d8b42ace308b4849/html5/thumbnails/29.jpg)
Skills for Diffusing Anger
![Page 30: Kvetching Kung Fu](https://reader036.vdocuments.site/reader036/viewer/2022081417/556432c0d8b42ace308b4849/html5/thumbnails/30.jpg)
Identify the angry customer. Learn to read verbal and non-verbal
language.
![Page 31: Kvetching Kung Fu](https://reader036.vdocuments.site/reader036/viewer/2022081417/556432c0d8b42ace308b4849/html5/thumbnails/31.jpg)
Diffuse the customer’s anger. Deal with the customer’s feelings.
![Page 32: Kvetching Kung Fu](https://reader036.vdocuments.site/reader036/viewer/2022081417/556432c0d8b42ace308b4849/html5/thumbnails/32.jpg)
① Empathize
② Ask questions
③ Give feedback
④ Summarize the problem
![Page 33: Kvetching Kung Fu](https://reader036.vdocuments.site/reader036/viewer/2022081417/556432c0d8b42ace308b4849/html5/thumbnails/33.jpg)
Sometimes YOU mishandle a situation
First, you can admit your mistake and apologize
If you think the situation is serious enough, you can refer it upward to your supervisor.
![Page 34: Kvetching Kung Fu](https://reader036.vdocuments.site/reader036/viewer/2022081417/556432c0d8b42ace308b4849/html5/thumbnails/34.jpg)
Never…
![Page 35: Kvetching Kung Fu](https://reader036.vdocuments.site/reader036/viewer/2022081417/556432c0d8b42ace308b4849/html5/thumbnails/35.jpg)
allow yourself to be drawn into the customer’s negativity
![Page 36: Kvetching Kung Fu](https://reader036.vdocuments.site/reader036/viewer/2022081417/556432c0d8b42ace308b4849/html5/thumbnails/36.jpg)
argue or engage in power struggles
![Page 37: Kvetching Kung Fu](https://reader036.vdocuments.site/reader036/viewer/2022081417/556432c0d8b42ace308b4849/html5/thumbnails/37.jpg)
blame the customer for any part of the problem
![Page 38: Kvetching Kung Fu](https://reader036.vdocuments.site/reader036/viewer/2022081417/556432c0d8b42ace308b4849/html5/thumbnails/38.jpg)
use sarcasm with a customer
![Page 39: Kvetching Kung Fu](https://reader036.vdocuments.site/reader036/viewer/2022081417/556432c0d8b42ace308b4849/html5/thumbnails/39.jpg)
personalize the situation or get caught up in the emotionalism of
the encounter
![Page 40: Kvetching Kung Fu](https://reader036.vdocuments.site/reader036/viewer/2022081417/556432c0d8b42ace308b4849/html5/thumbnails/40.jpg)
There is only one way to deal with abusive situations
Don’t react
Draw the line
Follow-through
![Page 41: Kvetching Kung Fu](https://reader036.vdocuments.site/reader036/viewer/2022081417/556432c0d8b42ace308b4849/html5/thumbnails/41.jpg)
A Baker’s Dozen of Opening Lines and Phrases
“Certainly Miss, what seems to be the problem?”
![Page 42: Kvetching Kung Fu](https://reader036.vdocuments.site/reader036/viewer/2022081417/556432c0d8b42ace308b4849/html5/thumbnails/42.jpg)
A Baker’s Dozen of Opening Lines and Phrases
“I understand your concern. What do you think would be fair?”
![Page 43: Kvetching Kung Fu](https://reader036.vdocuments.site/reader036/viewer/2022081417/556432c0d8b42ace308b4849/html5/thumbnails/43.jpg)
A Baker’s Dozen of Opening Lines and Phrases
“Julie, I’m so sorry this has happened. How can we resolve this for you?”
![Page 44: Kvetching Kung Fu](https://reader036.vdocuments.site/reader036/viewer/2022081417/556432c0d8b42ace308b4849/html5/thumbnails/44.jpg)
A Baker’s Dozen of Opening Lines and Phrases
“Sir, you deserve the very best and we seem unable to provide it. Because I want you to be well served, may I suggest…?”
![Page 45: Kvetching Kung Fu](https://reader036.vdocuments.site/reader036/viewer/2022081417/556432c0d8b42ace308b4849/html5/thumbnails/45.jpg)
A Baker’s Dozen of Opening Lines and Phrases
“Although you may not agree with my decision, I’d like to explain it so you will at least understand.”
![Page 46: Kvetching Kung Fu](https://reader036.vdocuments.site/reader036/viewer/2022081417/556432c0d8b42ace308b4849/html5/thumbnails/46.jpg)
A Baker’s Dozen of Opening Lines and Phrases
“Let me do some investigating on my end and call you back. Would you prefer me to call you this evening at home, or tomorrow morning?”
![Page 47: Kvetching Kung Fu](https://reader036.vdocuments.site/reader036/viewer/2022081417/556432c0d8b42ace308b4849/html5/thumbnails/47.jpg)
A Baker’s Dozen of Opening Lines and Phrases
“Have I done something personally to upset you? I’d like to be part of the solution.”
![Page 48: Kvetching Kung Fu](https://reader036.vdocuments.site/reader036/viewer/2022081417/556432c0d8b42ace308b4849/html5/thumbnails/48.jpg)
A Baker’s Dozen of Opening Lines and Phrases
“Thank you for bringing this matter to our attention. We will address it right away.”
![Page 49: Kvetching Kung Fu](https://reader036.vdocuments.site/reader036/viewer/2022081417/556432c0d8b42ace308b4849/html5/thumbnails/49.jpg)
A Baker’s Dozen of Opening Lines and Phrases
“We love to hear feedback from our customers - both positive and negative. It gives us a chance to always be upgrading our services to you. Thank you for sharing your concerns with us.”
![Page 50: Kvetching Kung Fu](https://reader036.vdocuments.site/reader036/viewer/2022081417/556432c0d8b42ace308b4849/html5/thumbnails/50.jpg)
A Baker’s Dozen of Opening Lines and Phrases
“It’s obvious that I have not been able to help you. If you don’t object, I would like to let a colleague of mine attempt to better meet your needs.”
![Page 51: Kvetching Kung Fu](https://reader036.vdocuments.site/reader036/viewer/2022081417/556432c0d8b42ace308b4849/html5/thumbnails/51.jpg)
A Baker’s Dozen of Opening Lines and Phrases
“Unfortunately, we are unable to give you a full-price refund without a receipt. I can, however, authorize a credit for the current sale price.”
![Page 52: Kvetching Kung Fu](https://reader036.vdocuments.site/reader036/viewer/2022081417/556432c0d8b42ace308b4849/html5/thumbnails/52.jpg)
A Baker’s Dozen of Opening Lines and Phrases
“We see this differently, and I’m going to have to put more thought to the perspective you have shared with me. It’s helpful for me to understand how you see things. In the meantime, here’s what I can do to solve the immediate problem.”
![Page 53: Kvetching Kung Fu](https://reader036.vdocuments.site/reader036/viewer/2022081417/556432c0d8b42ace308b4849/html5/thumbnails/53.jpg)
A Baker’s Dozen of Opening Lines and Phrases
“If I hear that language again, I won’t be able assist you. Unless we can find a different way to communicate, I’m going to have to hang up (then, keep your promise).”
![Page 54: Kvetching Kung Fu](https://reader036.vdocuments.site/reader036/viewer/2022081417/556432c0d8b42ace308b4849/html5/thumbnails/54.jpg)
Kung Fu
Kvetching
![Page 55: Kvetching Kung Fu](https://reader036.vdocuments.site/reader036/viewer/2022081417/556432c0d8b42ace308b4849/html5/thumbnails/55.jpg)
Our core purpose is to make every membership visit
(experience) extraordinary
![Page 56: Kvetching Kung Fu](https://reader036.vdocuments.site/reader036/viewer/2022081417/556432c0d8b42ace308b4849/html5/thumbnails/56.jpg)
www.healthsystemsgroup.com
@HSGCanada
healthsystemsgroup.wordpress.com
Learn More About Us…