We must TREAT our customers as our own GUEST(Customer Care)

The Importance of Good Customer Care

Reduce the waiting time and improve the communication in each level of care/ services will ends in high level customer satisfaction

We must TREAT our customers as our own GUEST

T R E A T
• T - Trust: The ability to provide what was promised, dependably and accurately.
• R - Responsiveness : The willingness to help Customer / Patients promptly
• E -Empathy : The degree of caring and individual attention you show to Customer / Patients
• A - Assurance : The knowledge and courtesy you show to Customer / Patients, and your ability to convey trust,
• T - Tangibles : The physical facilities and equipment, and your own (and others’) appearance

Customer / Patient Service – GUEST

• G – Greet the Customer / Patient
• U – Understand Customer / Patient needs
• E – Explain
• S – Suggest next course of action
• T – Thank the Customer / Patient

The Patient who treated by us to refer his/her known’s to us for treatment / care
Care for your customer and they will return / refer...care for your merchandise and they won't."

The point is...what are you doing to bring your customer back?

When the new customer comes on our service they will automatically receive a thank you email for visiting us and their feedback.

The use of auto responders from this point onwards is critical in. getting your message in front of your customers. Not only to sell to them but to keep in contact with them. This is very important.

Send them your messages with a contact email address, phone number or your mailing address if they wish to get in touch with you for their care.

You cannot afford not to do this because the next merchant will if you don't, and that's the merchant who will gain a loyal customer.

Good customer care matters because keeping existing customers is easier than finding new ones, and satisfied customers will do a lot of our advertising for us.

Most people consider doing business with a certain company because of a recommendation by a friend or acquaintance. Dissatisfied customers spread the bad news and undermine your service , which ultimately threatens everyone's jobs.

So, Your objective must be to provide the highest standard of Customer Care possible and to always aim for excellence.

Basic Performance Measures of our valued customers

Customer satisfaction.. Measure how your customer judges the outcome of your product or service, through surveys or at the end of each transaction with the customer. You can ask them directly, give them a survey form, or send them to a website form. If you also collect data about what aspects of your product or service are most important to customers, it will give you clues about more specific things that might be important to measure also.

Service defects. Defects is a measure of quality, and a translation of what the customer expects your product or service to do, into something you can count to assess how often the product or service actually does what is expected. our customer satisfaction measure is a companion to this one. And the extra data collected about what is most important to customers about your product or service will help you define what constitutes a defect

Waiting / Service/ cycle time. The time it takes to produce or deliver your product or service for your customer is a surprisingly useful thing to measure. It's not just about meeting the time commitments you made to your customer. It's just as importantly about focusing everyone on the things that make the cycle time what it is. And this is usually dead time between hand-offs in the process, waste and rework due to errors or lax standards, and even things that didn't need to be done at all. An alternative or companion measure to cycle time might be on time delivery, which links it more to the customer's experience. Just remember the value of measuring cycle time for internal benefit too.

Service outcome / productivity: Productivity is a measure of your process efficiency, and is essentially the rate at which you can produce outputs, relative to the input it takes to do so. A great measure to focus you on eliminating waiting time and rework in delivering our services to your customers.

Who Is A Customer / Patient?

Someone to whom we provide service, product, or information.

Who are Customer / Patients?
• The most important person in our Organisation / Hospital.
• Is not dependent on us. We are dependent on them.
• Is not an interruption of our work, but the purpose of it.
• Is part of our Organisation / Hospital – not an outsider.
• Does us a favor when they come in. We aren’t doing them a favor by serving them.
• A Customer / Patient is not just money in the cash register. They are human beings with feelings and deserve to be treated with respect.
• Is a person who comes to us with their needs and wants. It is our job to fill them.
• Deserves the most courteous attention we can give them. They are the lifeblood of our Organisation / Hospital.

Facts about Customer / Patients

 The Customer / Patient is the Organisation / Hospital’ biggest asset
 The Customer / Patient pays all our salaries wages and bonuses
 The Customer / Patient will go where he/she receives the best attention
 There is no profit, no growth, no jobs without the Customer / Patient
Hence, You must be your Customer / Patients’ best and first choice!
• A typical dissatisfied Customer / Patient will tell 8-10 people about their problem.
• 7 out of 10 complaining Customer / Patients will come to you again if you resolve the complaint in their favor.
• If you resolve a complaint on the spot, 95% will do come again.

What is Customer / Patient Service?

 Doing ordinary things extraordinarily well.
 Going beyond what’s expected
 Adding value to every interaction
 Being at your best with every Customer / Patient
 Discovering new ways to delight
 Taking care of the Customer / Patient like you would take care of your grandmother.

What do Customer / Patients expect from us?

Treat others the same way, you want to be treated.

What qualities are important to our Customer / Patients?
• Accuracy
• Friendliness
• Timeliness
• Efficiency
• Courtesy
• Honesty

Moment of Truth:

Any point in interaction during which the Customer / Patient has an opportunity to form an Impression (negative or positive) about the Organisation / Hospital through its services.
 When a moment of Truth for a Customer / Patient has been a negative experience, it becomes a Moment of Misery.
 On the other hand, when the interaction has been extremely positive, it becomes a Moment of Magic for the Customer / Patient