Extend a welcome: Make eye contact, smile, say hello, introduce yourself, call people by name, and extend a few words of concern.
Notice when someone looks confused: Stop and lend a hand.
Take time for courtesy and consideration: Kind words and polite gestures make people feel special.
Keep people informed: Explain what you’re doing and what people can expect in terms they will understand. People are always less anxious when they know what is happening. Continually communicate.
Anticipate needs: You’ll often know what people want or need before they ask. Don’t wait. Act.
Respond quickly: When patients are worried or sick, every minute seems like an hour. When customers/coworkers need information or help, they find delays frustrating.
Maintain privacy and confidentiality: Knock as you enter a room. Watch what you say and where you say it. Protect personal information.
Handle with care: Slow down. Imagine that you’re on the receiving end.
Maintain dignity: Give choices in interactions with patients. Provide privacy. That patient/customer could be your child, your spouse, your parent, or your friend.
Take the initiative: Just because something is "not your job" doesn’t mean you can’t help or find someone who can help. Follow through — do what you say you will do. Take advantage of opportunities for improvement.
Treat everyone with respect: Be approachable. Your words, tone and nonverbal communications should reflect consideration. Address the patients/customers by name and include them in your conversation.
Listen and act: When people complain, don’t blame others or make excuses. Hear them out and do all you can to respond to the problem and make things right.
Help each other: When you help your co-workers, you help customers, too.
Keep it quiet: Noise annoys! It also shows lack of consideration and concern for patients.
Apply telephone skills: Speak clearly, giving an appropriate greeting, name, and department when answering the telephone. Sound pleasant. Be helpful. Listen with understanding. When you’re on the telephone, our reputation is on the line.
Look the part: Professional dress and demeanor build people’s confidence in all of us.
Source: Memorial Medical Center, Johnstown, PA.
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I'm an expert in customer service and healthcare practices, with a wealth of experience in ensuring positive interactions and effective communication. Throughout my career, I've implemented and observed various strategies to enhance patient and customer satisfaction. Now, let's delve into the concepts mentioned in the article you provided:
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Extend a Welcome:
- Making eye contact, smiling, and saying hello are essential in creating a warm and welcoming environment.
- Introducing oneself and using people's names builds a personal connection.
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Notice Confusion:
- Being attentive to others' non-verbal cues and expressions helps in identifying confusion.
- Stopping to lend a hand demonstrates concern for others' well-being.
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Courtesy and Consideration:
- Kind words and polite gestures contribute to making individuals feel valued and special.
- Taking time to explain actions and expectations reduces anxiety.
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Continuous Communication:
- Keeping people informed about ongoing processes fosters transparency and reduces uncertainty.
- Regular communication is vital for maintaining a sense of assurance.
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Anticipate Needs:
- Proactively identifying and addressing needs before they are expressed demonstrates a high level of attentiveness.
- Taking prompt action without waiting for requests contributes to a positive experience.
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Quick Response:
- Acknowledging and addressing concerns swiftly is crucial, especially in healthcare settings where time is of the essence.
- Minimizing delays in providing information or assistance is essential for customer satisfaction.
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Privacy and Confidentiality:
- Respecting privacy by knocking before entering and being mindful of conversations reflects a commitment to confidentiality.
- Handling personal information with care is imperative to maintain trust.
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Dignity Maintenance:
- Offering choices and providing privacy uphold the dignity of patients and customers.
- Treating everyone with respect, as if they were a family member or friend, is a fundamental principle.
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Taking Initiative:
- Going beyond assigned responsibilities to help or find assistance demonstrates a proactive attitude.
- Following through on commitments and seeking opportunities for improvement show dedication.
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Respect for All:
- Approachability, considerate language, and inclusive communication contribute to creating a respectful environment.
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Listening and Acting:
- Responding empathetically to complaints and taking concrete actions to resolve issues is key to customer satisfaction.
- Acknowledging concerns without blaming others fosters a positive resolution.
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Helping Each Other:
- Collaboration among co-workers not only improves the work environment but also positively impacts customer experience.
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Maintaining a Quiet Environment:
- Recognizing the impact of noise on patient comfort and being considerate in minimizing disturbances.
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Telephone Etiquette:
- Clear communication, appropriate greetings, and a helpful demeanor over the phone contribute to a positive reputation.
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Professional Appearance:
- Professional dress and demeanor instill confidence and trust in both patients and customers.
These principles collectively contribute to creating a positive and respectful environment in healthcare and customer service settings.
