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“There is only one boss: The customer. And, he can fire everybody in the company from the chairman on down, simply by spending his money somewhere else.”
Sam Walton
We have to master excellent customer service! We owe it to ourselves, our teammates, customers, the owners of the companies that hire us, and anyone else who depends on us. It is what makes working fun. If you don’t have that – Why not?
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Customer and/or Patient Experience has become the newest approach to good old customer service. Within HealthCare, often we forget that “Care” is the name of the game. It extends deeper than providing health advice and procedures, it is the relationship building part that ultimately drives demand for our service. Care leads to a viable business and the “R” word “Revenue.” During these workshops, Craig will show you how to build a culture of excellent customer service based on the Three Phases and Five Attitudes of Building an Excellent Culture of Service which is one of his Seven Attributes of Excellent Management.
The Three Phases and Five Attitudes of an Excellent Culture of Service
During these workshops, Craig will show how to build excellent customer focus based on the Three Phases and Five Attitudes an Excellent Culture of Service.
Phase 1 – Before the Visit
- Professional Attitude
- Serving Attitude
Phase 2 – During the Visit
- Welcoming Attitude
- Helpful Attitude
Phase 3 – After the Visit
- Grateful Attitude
Of course, all the attitudes are important in every phase of the visit. However, to better communicate the different types of attitudes, we divide the discussions and training into manageable modules to introduce them in in a way that helps you remember.
Unsatisfied customers are part of any business life, however, there are ways to retain and/or grow your base of clients, patients, and employees. Deciding to focus on the service you provide to your internal and external customers will reduce the likelihood of negative posts on social media, most likely increase the level of recommendations for your organization, and lessen the chance of a shrinking bottom line.
E-WBS, a subsidiary of Westbrook Stevens, LLC, a woman owned company, is at the forefront in providing you with simple, easy-to-use tools that
equip you and your staff with everything you need to be the faces that people want to see again and again.
Designed and developed by Craig Stevens himself, the Excellent Customer Focus Program is set up in ongoing biweekly modules using a unique and entertaining approach that we call Enter-Train-Ment. Each of these modules touches on a critical area that is designed to improve the patient/client experience. A new employee can join the program at any point in time since each segment is not a prerequisite to another. We entertain you and your staff as you learn.
Goals of this series is to:
- To introduce the Patient Experience (customer service) training
- To have a conversation focused on a culture of service, patient experience, and patient loyalty.
- Help leaders build a culture of service.
- Focus on Healthcare front-line workers.
- To understand our role in customer service
- To talk about how we might cover for each other, help each other, and work as a team.
- Provide quick and easy tools for front-line workers to use to improve service.
- Get back to the basics or customer/patient experiences.
THE FOUR LEVELS OF TRAINING to a Sustainable Culture:
We design our training using four levels of detail. We describe these levels using a belt system like Six Sigma. The belt systems helps to establish a systematic and repeatable way to built a culture of excellent customer or patient experiences.
Two Levels (3 and 4) are designed to build a sustainable culture of excellent customer experiences, using small reminders of Enter-Training messages that are presented often. Much like safety, to have excellent service we must keep the subject in front of mind. These Enter-Train-Ment workshops help us do that on a monthly bases, one subject at a time, presented in an entertaining way, several times a month to match the needs of the organization’s staff.
Level 1 is a high-level overview available by website. is geared for executive leaders and helps leaders understand the What and Why of an excellent customer experience. These workshops are available on the website for free. (1 to 2 Hours)
Level 2 is geared for managers and explains the When, Where, and Who of Excellent Customer Focus. We get into the Leadership Culture, and People issues of Empowerment, Building an Excellent Culture, Organizational Structures, Motivation. (2 to 4 Hours)
Level 3 builds on the other belts and is designed for practitioners. Here we show you the How’s of excellent customer focus for frontline workers (and we are all front-line workers). Each module only takes about 10 minute and is designed to share throughout the year. Customer service, like safety requires us to think about it and apply it every day. Therefore, effective customer service training is best when it is short, repetitive, applied daily, and talked about during every staff meeting. Some examples of Green Belt courses are:
- Mastering a Professional Attitude
- Building Internal-Customer Service (Can’t Treat Others Well if We Don’t Treat Each Other Well)
- Preparing for the Visit
- Mastering First Impressions Parts 1-6
- Mastering a Welcoming Attitude
- Mastering A Serving Attitude
- Mastering Communication Parts 1-7
- Mastering A Helpful Attitude – Mastering Serving, Explaining, Resolution, and Feedback Cycle Services
- Mastering Problem Solving and Resolution • Mastering Conflict Resolution
- Negotiating and Buy In Cycle
- Introduction to Phase Three of Excellent Customer Focus – After the Visit
- Closing – Gracefully Taking Money
- Mastering Thank You
- Mastering The Follow Up
- The Continuous Improvement Cycle
Level 4 goes beyond the basics, prepares the mentors, explores the senior level subjects, and prepares you to become one of your company’s trainers and/or internal consultants (using our licensed tools).[/vc_column_text]
[vc_video link=”https://vimeo.com/127767548″ title=”Executive Summary of Customer Service Training”]
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The Level 1 Training for Leaders (we call it White Belt Training) is designed to help the managers build a culture of service infrastructure. This is important for long-term sustainability of patient/customer service excellence. During this set of workshops one will learn what is required before the patient visits. During these workshops we focus on instilling a Professional Attitude throughout the entire practice, the staff, and infrastructure. The goal is to build a sustainable culture of service throughout the organization’s systems and processes.
White Belt Certification
To help build a culture of service at the successful completion of these workshops the participants receive a White Belt Certification in Excellent Patient/Customer Focus.
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The Level 2 Training is designed for the front-line staff (and we are all front-line staff) – to help them understand the importance of building a culture of service for long-term sustainability of patient/customer service excellence. During this set of workshops one will learn what is required before the patient visits. During these workshops we focus on instilling a Professional Attitude within ourselves. The goal is to build a sustainable culture of service with a team based approach, starting with “me.”
Yellow Belt Certification
To help build a culture of service at the successful completion of these workshops the participants receive a Yellow Belt Certification in Excellent Patient/Customer Focus.
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The Level 3 Training is designed for the front-line staff (and we are all front-line staff) to master the soft skills of excellent patient/customer service. There are enough of these workshops to keep the subject of customer service in front of our staff on a monthly bases throughout the year. The goals is to have one subject a month available in several formats available as the staff can review the material. This is important for long-term sustainability of patient/customer service excellence. During this set of workshops one will learn what is required to delight the patient/customer. Here we focus on practical application of all things customer service. The goal is to build a sustainable culture of service with a team based approach, starting with “me.”
Green Belt Certification
To help build a sustainable culture of service at the successful completion of these workshops the participants receive a Green Belt Certification in Excellent Patient/Customer Focus. However, to keep the subject of customer service fresh and as a continuous reminder customer service has to become a continuing subject for discussion. Therefore, these workshops are updated yearly.
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The Level 4 Training is for Internal Trainers and Consultants (we call it Black Belt Training) and is designed with sustainability in mind. Often organizations use internal mentors trained to deliver material and coach others to maintain a positive culture. Here we help train your internal facilitator in spreading the message of the importance of excellent customer focus. This is important for long-term sustainability of patient/customer service excellence. During this set of workshops one will learn how to keep people striving for excellent customer service and the organization’s excellent culture of service alive. The goal is to build a sustainable culture of service throughout the organization by continuously improving systems and processes.
Black Belt Certification
To help build a culture of service at the successful completion of these workshops the participants receive a Black Belt Certification in Excellent Patient/Customer Focus.
As a Black Belt you are now qualified to be a “candidate” for a role as a Westbrook Stevens trainer or consultant in Excellent Customer Focus.
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I liked the comment that you made about when a man speaks there’s always a woman rolling her eyes behind his back. Reminds me of my husband and I.
I liked how the call went through both positive and negative examples. We don’t always hear the good in this type of environment.
My favorite example that you gave was the patient who complained about hearing the staff retell her story about her visit, but not in the way that she told it. Sort of making fun of her. That seems to happen a lot at my office. I’m glad that the staff got to hear that example.
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Hi Craig. My name Is … from … Cardiothoracic and Vascular Surgery in …. The presentation was informative and can be used by all staff not just the front end. If you could please send me a copy of the workbook so I can share with staff. Thank you,
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I find this class particularly interesting as I often have my arms crossed when speaking with people, because I’m trying to warm up my hands. I am careful to make people aware of this so they don’t think I am taking a closed position to what they are saying.
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Great little meeting just to remind me that I need to show active listening. Can’t wait to put some of this into play, Thank You
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(Was it Useful?) Yes – it was thank you.
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I want to thank you for sharing your information with me this afternoon. I was the only person in the room for the seminar. I thought it was great that you had us interact while we waited for other people to join. I think the seminar was great! I believe it will help myself and others take notice of their stance and facial expressions when approaching a patient and/or coworkers. Thank you again for sharing your time with me.
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Good class today-we had a discussion regarding our body language after the WebEx. Interesting when you don’t realize you are doing it.
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Hi Craig, I attended the meeting that just ended online. Yes, I do think this is helpful. I think most people do these things but it’s nice to be reminded every once in awhile. Thank You
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Staff liked the information provided in the WebEx and felt as though this is helpful information. And also a great reminder for us that we do need to be aware of our Body Language, as it does affect our patients, even though we may not realize it. Thanks!
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Thanks Craig, your enthusiasm and hard work has been much appreciated. Best wishes to you in your new role.
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I just finished with the presentation. Lots of helpful information. Thank you!
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… and myself ….attended the Active Listening class today. We both felt the class was very helpful and we took a few ideas from the class to use in our own office setting.
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Listened to your presentation, it was very thorough and informative. Yes very useful.
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Yes it was usable…. I think the examples really drive the point home.
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I just wanted to let you know that I enjoyed the workshop today and believe that it would definitely be useful for some of our staff, including myself. Thanks again,
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Very informative and appreciated. Sometimes it’s helpful just to go back to the basics. Thank you.
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Hi Craig, I wanted to thank you for the seminar on AIDET I attended just now – my staff meeting is this Friday and I will certainly use these tools not only personally but to share with them as well. I have forwarded your invites to them to take the course and will use some of your examples for patient care. Practice Manager Richmond Surgical.
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My name is …. and just attended your class. I found it very interesting and helpful for my daily work area. I really enjoyed the class.
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As far as I know, I’m thrilled that 95% of my staff attended. Just had one that couldn’t get on but, they will attend next Wednesday. That in itself it a testament that they are getting used to this and are enjoying it.
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I listened to your conference call today. I really enjoyed it. It is something that should be used with all interactions with people.
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Everyone needs a reminder to stop and listen before we speak. Listen to the complete story before making suggestions. Have a great weekend.
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The staff at …. Medical Group of … All listen in today – They went through the work book – I’m also printing the workbook out and putting in binder.
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I attended your workshop today. Thank you it was very helpful. Thank you.
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I thought the information was very beneficial and found the term “active listening” to be very interesting. I will make sure I share with my staff. Thanks,
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Thank you for the class I enjoyed and agree. I really enjoyed the class was very informative. You will be missed.
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I thought the body language WebEx was the best one yet. I thought it was very helpful particularly for upfront office staff, who often get the upset patients before anyone else does.
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Very useful presentation with good clear examples.
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This presentation was very informative and eye opening. Thank you!
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Yes, absolutely. There is no better topic than patient satisfaction and communication.
I was a labor and delivery nurse in the hospital before I became office manager and we were all trained on AIDET and even monitored by our supervisors. I think that if it is constantly in the back of your mind it will most definitely make you a better communicator.
Thanks for your time and effort on this topic!
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In my opinion the webinar re Body Language is something EVERYONE should attend. Managers included.
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Thanks for the teleconference today! It was informative and helpful.
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Was it Helpful? Absolutely. It’s easy to forget how these silent cues can greatly impact another person. Very eye opening!
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It was very helpful and the hand out should be valuable to all front office staff as well as clinical staff. Thank you,
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Craig: I am so sorry to see you are leaving. You have added inspiration to the past several months. I wish you happiness, joy, and success in whatever endeavor and opportunities that await you.
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I was present at today’s presentation, Wednesday, …. The work shop was somewhat helpful. I like that the time is kept to 30 minutes.
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I participated in the Web Ex Presentation today and thought it was fabulous! I think Body Language is key when communicating with patients. Negative or positive body language can really set the tone for an interaction with a customer/patient. Thank you!
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Hi Craig, I attended the WebEx today. I have found all of these to be helpful. We have been having some issues that you are bringing up so it helps to educate our staff. Thank you.
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Hi, I attended, very helpful. Thank you,
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Thanks for all the informative information. It’s good to hear patient’s comments.
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Did you find it usable for your staff? Yes – thank you.
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Was it useful? Yes – been having issues here so it was helpful.
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I found it helpful and a good reminder for us all. Thank you,
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Absolutely, First Impressions was helpful. It makes you stop and think about how your body language may “speak” to patients, but also, identifying factors of body language will help you “read” more into what the patient is saying or not saying verbally.
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Class was very informative and showed a lot of things to improve on with body language.
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Usable? Very much, thank you!
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Yes sir, I did. It was a good reminder for the staff as well. Too often people do not realize what their body language is saying to others. How you make people feel will leave a more lasting impression than words spoken. With you leaving, will there be any further on customer/patient services?
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I attended the listening webinar on yesterday; very good information. Thanks
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My name is … and I am a Medical Office Specialist with ….OB GYN Specialists in …. I attended the Body Language seminar via phone on …. I found the seminar very informative and helpful, as it reminds me to provide good Customer Service both to our patients, as well as to each other within the facility. I think we sometimes become distracted, and are not aware of the impression that we may make with others. While our patients sometimes arrive at our facility with a physical problem, how we acknowledge them and interact with them can make them feel better despite their illness. We must also remember to apply these concepts when working with each other, as both negativity and positivity can be contagious. I look forward to more of these seminars.
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Thank you for the in service today. This is a great refresher for me as I learned this in my psychology class and some of my leadership training but it has been awhile 😉 Appreciate you taking time to present !
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Hi- I just listened in to the Body Language presentation! Thanks so much for the great information!
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Unsatisfied customers are part of any business life, however, there are ways to retain and/or grow your base of clients, patients, and employees. Deciding to focus on the service you provide to your internal and external customers will reduce the likelihood of negative posts on social media, most likely increase the level of recommendations for your organization, and lessen the chance of a shrinking bottom line.
