1 - Principles of Good Customer Service Flashcards
Enumerate the standards patient use to evaluate services
Reliability
Responsiveness
Assurance
Empathy
Tangible
Friendliness
Fairness
Control
Options
Information
What do patient keep in their head, and they grade you on the basic needs (standards) that they require
Invisible Report Card
What Standards Patent Use to Evaluate Services
Patients keep an “Invisible Report Card” in their head, and they grade you on the basic needs (standards) that they require
They are not going to overtly ask for those standards
However they are going to evaluate you for accuracy, empathy, fairness and responsiveness.
Waste no time arguing what a good man should be. Be one
Marcus Aurelius
Enumerate when customer survice goes wrong
Service Failure
Cervice Criticlly
Service Recovery
Failing to meet the expectation of the patient
Service Failure
Refers to the magnitude of the consequences of a potential service Failure to the patient or customer
Service Criticality
Is the attempt to correct the service Failure and make things right for the patient
Service Recovery
Requires more than correcting the error and making things right, but requires going above and beyond to satisfy the patient
Service Recovery
Enumerate the outcomes of service Failure and service delivery
Satisfaction
Word of Moth
Trust
Customer Retention
Can be defined as the extent to which patients needs and wants are met
Satisfaction
Occurs when patients provide each other with information about products or services in a noncommercial way
Word of Mouth
Just as with negative word-of-mouth, it similarly has been found that the trust in the organization can be hard to regain even with strong recovery efforts in the event of sever services failure
Trust
Stay or find another provided
Customer Retention
Customer complaints are a _____ ___ of the service industy
Natural part
Does having an avenue for complaints important for a pharmacy?
Yes
Can prove to be a great siurce of information, innovation, and inspiration. That is because you can discover problems you did not know existed
Complaints
Enumerate the eight principles for constructively dealing with customer complaints
- View Complaints as Gifts
- Make it easy for customer to complain
- Identify the elemts of the complaint
- Thank customer for complaining
- Sincerely Apologize
- Fix the problem
- Practice Prevention
- Follow-up
Enumerate reasons why patients become difficult to handle?
- Patients likely view their medications as “Negative Goods”
- Patients may already come in with “Negative perceptions” of the price of medicines, their other health care professionals
- Patents may be symptomatic and “not feeling well”
what are the 6 step process of dealing difficult patients
- Let the customer vent
- Avoid getting trapped in a negative filter
- Express empathy to the patient
- Begin active problem solving
- Mutually agree on the solution
- Follow-up
Principles of interpersonal communication
- The message
- The receiver
- Feedback
- Barriers
The element that is transmitted from one person to another
The Message
can be thoughts, ideas, emotions, information, or other factors can be transmitted both verbally (by talking) and non-verbally (by using facial expressions, hand gestures, etc.)
Message
Receives the message from the sender
Receiver