Extraordinary Extraordinary Customer ServiceCustomer Service

““Transforming Transforming Conflict Conflict

into Cooperation” into Cooperation”

““When you truly When you truly serve people, serve people,

instead of merely instead of merely doing a job, you doing a job, you

connect with them.connect with them.

““Service is not only Service is not only an offering of time, an offering of time,

but also the but also the personal, emotional personal, emotional effort to do what is effort to do what is necessary for the necessary for the

complete healing of complete healing of the patient.”the patient.”

Program Program PrinciplesPrinciples

You can only extend You can only extend extraordinary service to extraordinary service to the degree that you are the degree that you are being extraordinary in being extraordinary in life.life.

Your true Self wants to Your true Self wants to connect and contribute - connect and contribute - your ego wants to your ego wants to separate and ‘play separate and ‘play small’small’

Program Program PrinciplesPrinciples

Our Ego’s love to dominate, Our Ego’s love to dominate, avoid domination & be avoid domination & be RIGHT. Transcending this RIGHT. Transcending this limitation will transform limitation will transform your life, the quality of your your life, the quality of your communications and your communications and your capacity to be of service.capacity to be of service.

Living a life of Living a life of extraordinary service extraordinary service requiresrequires ongoing practice ongoing practice & support.& support.

““While we have been While we have been miraculously miraculously connecting connecting

electronically over electronically over the past 15 years, the past 15 years,

we have also we have also quietly and quietly and

unintentionally unintentionally been disconnecting been disconnecting interpersonally.”interpersonally.”

Personal Personal disconnectiondisconnection

Our ‘Ordinary’ Our ‘Ordinary’ Listening & Listening &

Listening HabitsListening Habits

The habit ofThe habit of interpretinginterpreting

The Habit of The Habit of AggressionAggression

The habit ofThe habit of listening to others listening to others

like ‘noise’like ‘noise’

What is the noise What is the noise Wally’s referring to?Wally’s referring to?

opinions, like, don’t opinions, like, don’t like, judge, evaluate, like, judge, evaluate, good, bad, good, bad,

complaint, argue, complaint, argue, defend, justifydefend, justify skeptical, cynical,skeptical, cynical, negative, positivenegative, positive it won't last, too goodit won't last, too good blame, victimblame, victim personal agenda-what I personal agenda-what I

wantwant feelingsfeelings

Ordinary ListeningOrdinary ListeningHow do we ordinarily How do we ordinarily

listen?listen?

opinions, like, don’t like, judge, opinions, like, don’t like, judge, evaluate, good, bad, victim evaluate, good, bad, victim

complain, argue, complain, argue, defend, justifydefend, justify skeptical, cynical,skeptical, cynical, negative, positivenegative, positive it won't last, too goodit won't last, too good Blame, victimBlame, victim Personal agenda-IPersonal agenda-I Feelings, I want what I want Feelings, I want what I want Personal agendaPersonal agenda feelings/wantsfeelings/wants

Truth/believe/pretend/avoidTruth/believe/pretend/avoid Tips/answers/hurry up & get Tips/answers/hurry up & get

to it to it Gender/culture/familyGender/culture/family

Ordinary ListeningOrdinary Listening

opinions, like, don’t like, judge, evaluate, complain, argue, good, bad, opinions, like, don’t like, judge, evaluate, complain, argue, good, bad, victimvictim

Defend, skeptical, cynical, negative,Defend, skeptical, cynical, negative, it won't last, blame, victimit won't last, blame, victim pinions, like, don’t like, judge, evaluate, good, bad, victim pinions, like, don’t like, judge, evaluate, good, bad, victim complain, argue, complain, argue, defend, justifydefend, justify skeptical, cynical,skeptical, cynical, negative, positivenegative, positive it won't last, too goodit won't last, too good Blame, victimBlame, victim Personal agendaPersonal agenda Feelings, wants, expectationsFeelings, wants, expectations Truth, believe, pretend, avoidTruth, believe, pretend, avoid Tips, answers, hurry up & get to itTips, answers, hurry up & get to it

Gender, culture, family, Gender, culture, family, politicalpolitical

Meaning, understand, explainMeaning, understand, explain Convince, persuade, sell Convince, persuade, sell How life How life shouldshould be be What I What I already knowalready know Being Right; ‘Being Right; ‘don’t you don’t you

know who I think I am?!’know who I think I am?!’

More Ordinary ListeningMore Ordinary Listening

‘‘No, I really am No, I really am listening; listening; I’m really I’m really

am open’am open’Opinions/like/don’t like/judge/ Opinions/like/don’t like/judge/

evaluate/complaints/argue/deevaluate/complaints/argue/defend/ fend/

skeptical/cynical/negative/it skeptical/cynical/negative/it won’t lastwon’t last

Truth/believe it/convince/ Truth/believe it/convince/ persuade Everything has persuade Everything has

meaning/it’s personalmeaning/it’s personal

Tips/answers/hurry up & get to Tips/answers/hurry up & get to itit

Gender/culture/familyGender/culture/family

Good/badGood/bad

Understand/explainUnderstand/explain

How life How life should should bebe

What we What we already knowalready know

Opinions/like/don’t like/judge/ Opinions/like/don’t like/judge/ evaluate/complaints/argue/devaluate/complaints/argue/defend/ efend/ skeptical/cynical/negative/it skeptical/cynical/negative/it won’t won’t last/blame/victim/personal last/blame/victim/personal agenda/Good/bad/feelings/wagenda/Good/bad/feelings/wantsants

Truth/believe/pretend/Truth/believe/pretend/Tips/answers/hurry up & get Tips/answers/hurry up & get

to itto itGender/culture/family/Gender/culture/family/

meaningmeaningUnderstand/explain/convince/ Understand/explain/convince/

persuade/sell persuade/sell How life How life should should be/should not be/should not

bebeWhat we What we already know/pastalready know/past

Opinions/like/don’t like/judge/ Opinions/like/don’t like/judge/ evaluate/complaints/argue/devaluate/complaints/argue/defend/ efend/ skeptical/cynical/negative/it skeptical/cynical/negative/it won’t won’t last/blame/victim/personal last/blame/victim/personal agenda/Good/bad/feelings/wagenda/Good/bad/feelings/wantsants

Truth/believe/pretend/Truth/believe/pretend/Tips/answers/hurry up & get Tips/answers/hurry up & get

to itto itGender/culture/family/Gender/culture/family/

meaningmeaningUnderstand/explain/convince/ Understand/explain/convince/

persuade/sell persuade/sell How life How life should should be/should not be/should not

bebeWhat we What we already know/pastalready know/past

What ‘flavor’ are What ‘flavor’ are you?you?

I’m a I’m a ‘should’‘should’ I’m a I’m a ‘know it all’‘know it all’ I’m a I’m a ‘hurry up & get to it’‘hurry up & get to it’ I’m a I’m a ‘what’s wrong with ‘what’s wrong with

them’them’ I’m a I’m a ‘It’s not me, it’s ‘It’s not me, it’s

them; victimthem; victim I’m a I’m a nice person (but if nice person (but if

thoughts could kill there thoughts could kill there would be dead people would be dead people around you!)around you!)

Being aware of our Being aware of our ‘ordinary ‘ordinary

listening’ is a listening’ is a necessary step to necessary step to

bringing forth bringing forth extraordinary extraordinary

communicationcommunication

& service& service

PracticesPractices

Take what you get & Take what you get & transform it. Listen like a transform it. Listen like a ‘peacock’.‘peacock’.

When people complain When people complain (including you) (including you) listen for listen for the commitments behind the commitments behind the complaints. Work on the complaints. Work on addressing the concerns in addressing the concerns in the background.the background.

Bring Compassion: Listen as Bring Compassion: Listen as if what they are saying is if what they are saying is either something either something youyou have have said, could say, or imagine said, could say, or imagine yourself saying.yourself saying.

PracticesPractices

1. 4. Be willing to give up being right (for being extraordinary- even when you know you are right!)

2.2. 5. Practice being generous 5. Practice being generous with your listening, work on with your listening, work on expanding your capacity to expanding your capacity to be presentbe present

3.3. 6. Be a role model for your 6. Be a role model for your children, spouse, and the children, spouse, and the people you care about most- people you care about most- practice everywhere!practice everywhere!

Speech Habits Speech Habits

The way we speak has an The way we speak has an impact on our impact on our performance and the performance and the quality of our quality of our relationshipsrelationships. .

The way we speak can The way we speak can enhance or diminish our enhance or diminish our performance and our performance and our experience at work and in experience at work and in life!life!

Speech HabitsSpeech Habits

What are some of What are some of your speech habits?your speech habits?

How do your speech How do your speech habits impact habits impact others?others?

What is the impact What is the impact on you?on you?

““Because language does Because language does not mimic the world you not mimic the world you can do things with it that can do things with it that are impossible under the are impossible under the laws of physics. laws of physics. You can You can

createcreate. Destroy. . Destroy. Rearrange. Shove words Rearrange. Shove words around however you like. around however you like. You can make up stories You can make up stories about things that never about things that never happened to people who happened to people who

never existed.”never existed.”

The First Word, The Search The First Word, The Search for the Origins of Languagefor the Origins of Language

Christine KenneallyChristine Kenneally

““The creation of the net was The creation of the net was

an awesome leap in an awesome leap in technological evolution. technological evolution. Yet for all it offers, it is the Yet for all it offers, it is the merest shadow of merest shadow of something much larger something much larger and much older.and much older.

Language is the real Language is the real information highway, the information highway, the first virtual world. first virtual world. Language is the worldwide Language is the worldwide web, and everyone is web, and everyone is logged on.”logged on.”

The First Word, The Search The First Word, The Search for the Origins of Languagefor the Origins of Language

Christine KenneallyChristine Kenneally

‘‘Your ‘declaration’ Your ‘declaration’ of service’of service’

Create a statement (accountability) that expresses your commitment to service. Create a statement (accountability) that expresses your commitment to service.

See if you get your See if you get your SELFSELF expressed in the statement. expressed in the statement.

When you do it will ‘light’ you up!When you do it will ‘light’ you up!

““I see each and every I see each and every customer as an extension customer as an extension of myself…I promise to be of myself…I promise to be extraordinary because I extraordinary because I

said so!”said so!”

““I give up now and forever I give up now and forever the right to complain the right to complain

about work. I choose my about work. I choose my job completely!”job completely!”

““My life is fully reflected My life is fully reflected in everything I do. You in everything I do. You can count on me to be can count on me to be

work on being self aware, work on being self aware, and wow my customers and wow my customers

with extraordinary with extraordinary service!”service!”

Applying the Applying the principles & toolsprinciples & tools

Practice by being aware Practice by being aware of your ordinary of your ordinary listening; listen listening; listen forfor cooperation, cooperation, connection and connection and fulfillment.fulfillment.

Practice speaking Practice speaking from from your newly created your newly created declaration to declaration to extraordinary serviceextraordinary service

Role Play #1Role Play #1

Get a partnerGet a partner Pick an “A” and a “B”Pick an “A” and a “B” Role Play & Practice 1Role Play & Practice 1 A’s – you are the impatient A’s – you are the impatient

patientpatient B’s – you are the staff B’s – you are the staff

member. Your job is to member. Your job is to resist and say everything resist and say everything and anything that comes and anything that comes to mind. DON’T Hold back!to mind. DON’T Hold back!

Now Switch RolesNow Switch Roles Role Play & Practice 2Role Play & Practice 2

Role Play #2Role Play #2

Get a partnerGet a partner Pick an “A” and a “B”Pick an “A” and a “B” Role Play & Practice 1Role Play & Practice 1 A’s – you are the impatient A’s – you are the impatient

patientpatient B’s – you are the staff member. B’s – you are the staff member.

Your job is to listen from Your job is to listen from extraordinary service & extraordinary service & respond from the respond from the declaration you’ve created declaration you’ve created for your selffor your self

Now Switch RolesNow Switch Roles Role Play & Practice 2Role Play & Practice 2

Defining Service Defining Service ExpectationsExpectations

Acknowledge Acknowledge patients patients immediately immediately with eye contact with eye contact & a smile& a smile

Let patients Let patients know of know of expected delays, expected delays, keep them keep them informed of informed of statusstatus

Use patients last Use patients last name until you name until you feel it is feel it is appropriate to appropriate to use firstuse first

Use laypersons Use laypersons language language whenever whenever possiblepossible

Be an active Be an active listener listener (listen for (listen for their concerns)their concerns)

Help patients find Help patients find their way around their way around the facilitythe facility

Give clear Give clear directions and directions and answer all answer all questions with questions with patience and patience and professional professional concernconcern

Reassure anxious Reassure anxious patients; ask what patients; ask what you can do to you can do to make things make things easiereasier

Say thank youSay thank you

TechniquesTechniques

Ease of Ease of making making appointmentsappointments

call your office call your office anonymously at different anonymously at different times & on different daystimes & on different days

How many buttons need to How many buttons need to be pushed before getting a be pushed before getting a live person?live person?

What questions does the What questions does the scheduler ask before scheduler ask before making the appointment?making the appointment?

Check-inCheck-in

Use technology to improve the Use technology to improve the process with “Self process with “Self registration Kiosks”registration Kiosks”

For Patients who balk at For Patients who balk at having to give their having to give their information say: “You’re still information say: “You’re still at…? You’re still with xyz at…? You’re still with xyz insurance?”insurance?”

Post a sign: Post a sign: “We ask because “We ask because we care!”we care!”

Identify new patients so that Identify new patients so that every member of the staff every member of the staff can welcome the new can welcome the new patientpatient

Paperclip attached Paperclip attached toto

each new patient each new patient chartchart

I’m a new patient I’m a new patient at South Texas at South Texas Regional MedicalRegional Medical

I’m a new patient at I’m a new patient at Sagauro PhysiciansSagauro Physicians

Waiting TimeWaiting Time

Check scheduling: new Check scheduling: new patients & complete physicals patients & complete physicals are ‘steered’ toward afternoonare ‘steered’ toward afternoon

More time allowed for elderly More time allowed for elderly patientspatients

Provide cookbooks & 3x5 Provide cookbooks & 3x5 cards with your logocards with your logo

Provide coupons for snacks Provide coupons for snacks nearbynearby

Provide pagers to caregivers Provide pagers to caregivers who are waiting for patients who are waiting for patients undergoing minor procedures; undergoing minor procedures; cataracts, colonoscopiescataracts, colonoscopies

Waiting TimeWaiting Time

Have a table with a jigsaw Have a table with a jigsaw puzzlepuzzle

Provide stationary for patients Provide stationary for patients to write letters; offer to stamp to write letters; offer to stamp & mail & mail

Post this sign:Post this sign:

““Thank you for your patience. Thank you for your patience.

Dr. ____ will soon be providing Dr. ____ will soon be providing you the same level of you the same level of

personal and professional personal and professional care he is presently care he is presently providing to another providing to another

patient.”patient.”

Exam RoomExam Room

Provide up to date Provide up to date magazines. Hang a bulletin magazines. Hang a bulletin board with pictures & board with pictures & thanks you lettersthanks you letters

Provide shawls in exam Provide shawls in exam rooms for OB/GYN patientsrooms for OB/GYN patients

Provide status report every Provide status report every 5-7 minutes5-7 minutes

Nurses & receptionists need Nurses & receptionists need to work as a team; patient to work as a team; patient should have the option to should have the option to reschedule if necessaryreschedule if necessary

Courtesy & Courtesy & FriendlinessFriendliness

tipstips Place a mirror where Place a mirror where

you can see yourself you can see yourself when you’re on the when you’re on the phone; smile!phone; smile!

Ask physicians to enter Ask physicians to enter through the front at least through the front at least twice a weektwice a week

Hold a hallway huddle Hold a hallway huddle with nurses & medical with nurses & medical assistants: “room patients assistants: “room patients with care, say good bye with care, say good bye when patients leavewhen patients leave

Explanation of Explanation of ProceduresProcedures

Speak to be understood. Speak to be understood. Offer to provide videos Offer to provide videos and/or audio media that and/or audio media that explains patients explains patients condition(s)condition(s)

Refer to web for more Refer to web for more informationinformation

Treat the patient as a Treat the patient as a partner in the decision partner in the decision making process. Use 3 making process. Use 3 dimensional models to dimensional models to explain the diagnosis when explain the diagnosis when appropriate.appropriate.

Who or Who or what what

happenedhappened

EmotionaEmotional l

responseresponse

What you What you said and/or said and/or what they what they

saidsaid

What I was What I was being right being right about and about and

making making them them

wrong forwrong for

What I What I really really would would like to like to have have

happenehappened is…d is…

What I What I will will

create create next next time time is…is…

My client My client told me told me that I that I

could have could have been more been more professionprofessional with my al with my paperwork paperwork

My My feelings feelings

were were hurt, I hurt, I

got got angry & angry &

defensive defensive

Me: ‘Well Me: ‘Well maybe we maybe we shouldn’t shouldn’t

work work togethertogether

Jeff: well, I Jeff: well, I just think it just think it could have could have been more been more

professionalprofessional

The way I The way I work is work is fine. He fine. He didn’t didn’t

appreciate appreciate the work I the work I put into put into

the the program. program. He’s new, He’s new,

he’s pushy, he’s pushy, he’s he’s

wrong! wrong!

In the In the future I future I will be will be more more

open to open to correcticorrecti

onon

Called my Called my girlfriend, girlfriend, she didn’t she didn’t listen as I listen as I expected expected

she would she would

Anger, Anger, frustratiofrustratio

n, n, withdrawwithdrawal, felt a al, felt a

little little hopeless hopeless

Me: ‘You’re Me: ‘You’re not listening not listening to me! ’Her: to me! ’Her:

call me call me when you when you

calm down!’ calm down!’

She should She should have have

listened to listened to me, she me, she didn’t didn’t

respond respond like I like I

expected expected

I’m I’m sorry, I sorry, I really really need need

you to you to listen. I listen. I will be will be more more

responsiresponsible ble for for

my my angeranger

Tool Extraordinary Communication

Worksheet

Thank you for Thank you for everything you do…everything you do…