As we make our way through the first part of the calendar year, it’s a good time to focus on what you’ve resolved to accomplish in the next 12 months. As we all know, when we first start doing something new, enthusiasm and focus come easily. But, as we settle into a day-to-day routine, it’s so easy for that resolve and focus to dissipate or to be replaced by other priorities. With that awareness in mind, there’s no better time than now to take a look at how you’re treating those you serve.

• Do you have a customer service program? How is it doing?
• Are you still as enthused as when you first went through training or kick-off? Is your team?
• Most importantly, are you still doing the things you said you would do?
• Is everyone following the scripted message when they answer the telephone?
• Is everyone still greeting the patient the same way, each and every time?
• Are your service standards being followed consistently? Is feedback being provided and collected?

While these things may seem like little details, it’s the little things that count. Doing each of those little things consistently over time is what makes your service effort a big thing in the scheme of the overall success of your program. So, how do you get your internal team refocused? Here are some ideas to try:

1. Have team members conduct internal spot-checking. Request that they call the front desk and see how the telephone is answered. Ask them to observe other areas of the department outside their usual roles and assess how they perceive the service. Have them report back to the group.
2. Feature a different service standard each week and measure how well it’s being followed. Don’t have defined service standards? Pull the resources of your team to develop standards around your key activities.
3. Host a contest to “catch” for doing the right thing. Pick two or three service standards and observe people following them. Reinforce the behavior by giving a small recognition prize to the observed team member.
4. Look at your performance standards. Are your service standards and expected behaviors integrated into them? If not, now is a good time to do so. Behaviors that are rewarded are the ones that get repeated.
5. Do some refresher customer service training. Knowing how to handle a difficult patient is important, but so too is learning how to keep that person from getting angry in the first place. Training is a continuum that must occur on a regular basis.
6. Talk to your customers as they visit you, or as you visit them. While you may do formal surveying, take every opportunity to gather feedback that will only make you better!

There’s nothing more powerful than the internal team taking a fresh look at how your customers perceive your service. Make these next few weeks the time for you to keep your service effort invigorated and producing the outcomes you desire for those you serve!

To contact Catherine Baumgardner, click here or call 1-888-334-2500.

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