There are a lot of debates on great customer service. Everywhere you turn someone or some company has big signs on what great customer service is. There are lots of publications as well; some have lengthy manuals for their service commitments, some use big fancy words that no one seems to pay attention to, and some put gigantic posters up to advertise their service commitment (Imagine how much money they spend on printing and marketing!). Some of these are very successful but others are not. To a consumer, it's not what you say that's important. It's what is delivered during
each encounter and how it contributes to their experience that matters-
"The moment of truth" as we call it in Sodexo, we are being evaluated during each and every interaction.
At the Sodexo account at Lahey Hospital & Medical Center, we manage the Environmental Services department and Food and Nutrition department. All our colleagues are trained in Sodexo Customer Service training, Focus on Service Spirit and CARES training (Compassion, Accountability, Respect, Enthusiasm and Service). We remind our colleagues each and everyday the purpose on why we are here-
We help the patients feels better. We help save lives!
I also have the fortunate opportunity to be a part of the Patient Ambassador program for the department. I visit patients each day to ensure they are satisfied with the services provided. If there is an opportunity to fix a problem, we correct the issue while the patient is here not when they were gone. It's not easy to be in a hospital. It's not home! When I visit a patient, not only do I focus on their satisfaction in the services provided, I also listen to them.
BE THERE for them . I build a connection and bring comfort to them . You will be surprised how often I hear patients tell me they didn't want to bother us. Comments such as "You have better things to do", "You are all busy" and "I don't want to bother anyone" are often heard. I've also met patients who couldn't read as they didn't bring their reading glasses when they were admitted and needed assistance to order food or to dial out from their cellular phone. Every interaction is unique. There is no "one size fits" all when it comes to Customer Service.
In my opinion, customer service shouldn't be complicated with big fluffy words, it should all go back to the basics. Here are a few basic skills I believe will help build the connection with a customer:
1)
Pay attention- When you see someone in need of assistance, stop and ask if they need help. Even if you are running late for your appointment, you could always spare 2 mins of your time to get someone else who could assist the person. If you can't spare that 2 mins, what good does it make for you to sit in a meeting discussing how you could help your company generate more business when you didn't take care of your most important end result- your customer. Also, don't keep looking at your blackberry. You will miss out on all the opportunities to service your customer around you.
2)
Listen to what they need. Not what you think they need. - They understand you are an expert in your field but if you didn't show interest and pay attention to what they need. You lost them in the first 2 mins! Remember...consumers have choices and you are
not them.
3)
Be Humble - Do not be the "know it all". It's difficult to be humble in a society that encourages competition and individuality, but humility makes you better. It helps bridge the gap between you and your customer. It turns a stranger into a friend.
4)
Have Good Manners - Remember when we were kids and our parents taught us our manners?Or greet someone when you see them, thank the person when they assist you, help someone if they needed help, or be a good human being?
5)
Enjoy what you do!- Remember the saying- Enjoy what you do and you will never work a day? If you and every single person in your company enjoys what they do, your company will be golden!
Have a nice weekend! May all of us continue to make "Everyday a better day for all those we serve". Remember...You reap more than you sow!
Let's hear from Mike who used to work at Jazzman cafe & bakery on the difference between good and great customer service
Pictures of our colleagues who put" Patients at the heart of everything we do each day".
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| Patient Services Team |
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| Picture of the Production, Retail and Sanitation team |
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Environmental Services Team
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Food and Nutrition and Environmental Services Team group picture
