CUSTOMER

SERVICE
By:
Sivagamy Kumaresan
Training Manager-Clinical
SRN,OHN, B.Sc., M.Ed. (Nursing).

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 Learning Objectives
1. Define customer service.
2. Identify our customers.
3. State the importance of customer service.
4. State the needs of a customer.
5. Explain on how to build relationships with
customer.

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Good or Bad?

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Good or Bad?

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 Customer Service
"Customer service is a series of activities
designed to enhance the level of customer
satisfaction – that is, the feeling that a product
or service has met the customer expectation.
( Turban, Efraim (2002). Electronic Commerce: A Managerial Perspective.
Prentice Hall.)

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Who are our Customers?
Doctors. Vendors.

Colleagues. Management Staffs.

House Keepers. Passer-by.

Patients.

Patient’s Relatives.

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 The Importance of
Customer Service
Patient satisfaction.

Knowledgeable and well informed.

High expectation.

Choice.

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“Expectations are Directly
Correlated to Satisfaction”.

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 Do you know?
A satisfied customer tells 1-5 people about their
experience, a dissatisfied customer tells 10 – 20
people about their experience.

Keeping customers satisfied keeps them and others

coming back.

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 What Do A Customer
Wants?
To feel important and respected.

Sense of belonging.

To see as an individual.

Coordinating their care.

Sensitive to their needs.

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 Customer
Relationship
Create and maintain a welcoming
environment
 Building Customer
Relationship
 Greet the patient.

 Identify patient’s needs and wants.

 Provide full disclosure when

communicating with patient.

 Actively seek patient’s feedback.

 Avoid arguing with a patient.

 Address patient by patient’s name.

 Be honest with patient all the time.

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Sharing Thought:

“Too often we underestimate the power of a touch,

a smile, a kind word, a listening ear…all of which
have the potential to turn a life around.”

Leo Buscaglia

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 H.E.A.R.T.
Caring begins with ME….

Hear.
Empathize.
Acknowledge.
Respond.
Teamwork.

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 Strategies for Handling
Angry Patient
Smile
ASAP techniques ( Acknowledge, Sympathize, Accept
and Prepare to help).
Other guidelines:
i) No excuses.
ii) Refer to higher management.
iii) Agree on solution.
iv) Follow up.
v) Learn from mistakes.

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 PHONE
ETIQUETTE

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 Learning Objectives
 Answering Calls

 Tactful Responses

 Taking Messages

 Handling Rude Callers

 Making calls

 Caller Complaints

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 Answering Phone
Call
 Answer promptly

 Before third ring if possible

 Discontinue all activities

 Other conversations

 Eating

 Chewing gum

 Typing

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 Answering Phone
Call cont..
 Speak clearly

 Use pleasant tone

 Identify yourself
“Good morning, I’m Yati, Qualitas Clinic……….may I help you?
“Selamat pagi, saya Yati, Qualitas Klinik…..boleh saya bantu?

Thank you Mr / Madam/Dr…

 Listen

 Do not interrupt
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 General Guidelines
Get the best time and phone number to be reached
if taking a message.

Don’t make a habit of receiving personal calls at

work.

Don’t handle a rude caller openly at the service

desk or call centre.

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 Tactful Response
 "He hasn't come in yet."

 "I expect him shortly. Would you like to leave a message.”

 He is in the men’s room.

 "He has stepped out of the office. Would you like to leave a
message.“

 "I don't know where he is.”

 "He is not in the office at the moment.

Would you like to leave a message"

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 Tactful Response
cont..
 "He is out."

 "He is not in the office at the moment. Would you like to leave
a message.”

 “She took a day off today”

 She is out of the office for the day. Can someone

else help you or would you like to leave a message.”

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 Tactful Response
cont..
 "He doesn't want to be disturbed."

 "He is unavailable at the moment. Would you like to leave a

message.”

 "She is busy"
 "She is unavailable at the moment. Would you like
to leave a message.”
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 Taking Messages
 Be Prepared.

 Pen and paper.

 Ask For:

 Caller’s name with correct spelling.

 Caller’s phone number.

 What the call is in regards to.

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 Taking Messages
cont..
 Repeat the message to caller.

 Note the date and time.

 *Don’t forget to give the message to the intended recipient!

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 Handling Rude
Callers
 Stay calm, speak slowly, clearly and calmly.

 Remain diplomatic and polite.

 Show willingness to resolve problem.

 Don’t over-react to trigger words.

 Callers will often try to push your buttons.

 Listen completely to the complaint, allow the caller to vent

and only when they are finished should you comment.

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 Handling Rude
Callers cont..
 Acknowledge their feelings.

 “I can hear that you are upset by this” or “I can tell this
situation is upsetting.”

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 Making Calls
 Identify yourself first.

 State purpose of the communication.

 Ask questions if needed to get to correct dept/person.

 If you reached a wrong number.

 Say: “I’m sorry, I must have the wrong number. Please excuse the

interruption.” And then hang up.

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 Frequent Callers
Complaint
 The telephone rings for a long time before it is answered.

 They place me on hold for a long time.

 The line is always busy.

 They don’t listen to my needs before transferring me.

 I get disconnected while being transferred.

 The person says “wait” and talks to other co-workers without

putting me on hold.

 They answer with an aggravated voice.

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ANY QUESTIONS?

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THANK YOU

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