Courtesy and Customer Service For the Health Care Professional Self-Learning Packet Introduction As we are all aware, HCMC has experienced significant change on a first hand level over the last year. The pressures of health care reform and finance have changed the course of health care forever. The health care industry has become increasingly competitive. We need to do all we can to meet or exceed the expectations of our customers to compete in this market. Several initiatives are underway that assist us in treating our patients, clients, families, visitors and coworkers with dignity and respect. For most of us this is a review and a good reminder to keep us on track. The first initiative is an effort to clearly state HCMC’s organizational values. During the beginning of the year, focus groups were held to determine the future vision of HCMC. Based on the outcome of these groups the following set of organizational values were developed: Service is the most important product we offer. Everyone is treated with respect. We recognized the value of listening to our customers. People trust, share, communicate and provide feedback. People are committed and loyal to HCMC. Employees have what they need to grow and succeed. These values are in the process of being adopted by administration and give us all a framework for what is important and valued at HCMC. The second initiative is the Zenger Miller Program. There are several Zenger Miller programs now being offered and all of them revolve around five Basic Principles. The Basic Principles serve as guidelines for behavior that puts our organizations shared values into practice while developing a strong network of relationships at every level of the organization. These principles augment HCMC’s vision and values and the direction that HCMC needs to embrace. The principles are as follows: Focus on the situation, issue or behavior, not on the person. Blaming people doesn’t solve problems. Focusing on the situation, issue or behavior will help you remain objective when faced with challenges. You will solve problems more effectively, make better decisions, and maintain constructive relationships with your co-workers when you look at the big picture and consider others point of view with an open mind.
Maintain the self-confidence and self-esteem of others. Contributing fully is easier in an atmosphere of acceptance and approval. When people feel free to express their ideas without fear of ridicule or personal criticism, they are more willing to take risks and stretch their capabilities. By showing respect for others and recognizing the contributions of co-workers, you give people the self-confidence to share their ideas openly and to ask for feedback and help in expanding their knowledge and skills on the job. Maintain constructive relationships. The best work comes about when co-workers support one another’s efforts. This doesn’t mean that you need to be “close friends” with everyone you deal with at work. Your work interactions will go smoother, however, if you approach everyone with a positive attitude and communicate support and confidence in the other person’s ability. By sharing information, acknowledging problems, and sorting out conflicts early on, you create strong relationships based on mutual trust and respect. Take initiative to make things better. By surveying your own area and finding improvement opportunities, you not only increase the organization’s chances for success, you also increase your personal satisfaction by taking control of your work and creating visible improvement. Initiative follows naturally when you stay informed and alert to changes, focus on ways to avoid similar problems in the future, and expect to find solutions to the problems you face now. Lead by example. As organizations face new challenges, everyone is expected to be a leader. Being a good leader means setting a good example modeling the kind of behavior you want to see in others is the surest...
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Achieving Extraordinary Customer Relations. Kaset International, 1988, p. 4. Customer Service Training Awareness & Resources. Metropolitan Health Plan, 1993, p. 7. Welter, V. (Hennepin County Employee Development Division). Providing Good Customer Service. p.2. Welter, V., Providing Good Customer Service. p. 2. Kaset, p. 9-10. Kaset, p. 9-10. Kaset, p. 9-10. Trimble, D. & Van Pleet, F. Defusing Hostility-Turning Conflict into Cooperation. Vidatron Communication, Inc. Fred Pryor Seminars. Exceptional Customer Service. p. 21. Pryor, p. 14-20. Kaset, p. 48. Pryor, p. 17 & 29. Kaset, p. 51. Pryor, p. 30. Welter, V. (Hennepin County Employee Development Division). Telephone Courtesy. p. 3 & 4. Welter, Telephone Courtesy, p. 6-9. MHP, p. 16. MHP, p. 17.
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