W.O.W Customer Service

What is the name of today's Training?

• W.O.W Apa tu?

• W.O.W Customer!

• W.O.W Customer Service!

• W.O.W So Excited!

Who is RESPONSIBLE for Customer Service?

• Customer Service Dept

• Business Office staff

• Nurses and Clinic Assistant

• The whole organisation

How many CORE VALUES does Kensington Green Specialist Centre

have currently?

• 5

• 4

• 6

• 7

3 level of Awareness consists of ...

• Self, Environment, People

• People, Environment, Situation

• Self, People, Situation

• People, Situation, Organisation

What does 3C stands for in handling difficult customers?

• Connect, Care, Clear

• Cut, Colour, Carat

• Competent, Care, Confidentiality

• Connect, Clear, Close

Rate the 5 levels in CUSTOMER SERVICE from lowest to highest?

• Criminal, Basic, Expected, Desired, WWW!

• Criminal, Basic, Excited, Demanding, WEE!

• Criminal, Basic, Expected, Desired, WOW!

• Criminal, Basic, Expected, Desired, Yahoo!

What does GST stands for?

• Greet, Smile, Think

• Great, Shake, Take

• Good, Shoot, Tooth

• Greet, Smile, Thank you

The ideal 5 basic steps to manage patients complaints are ....

• 2. 1. Staff identify issue of complaint.

  3. 2. Refer to CUS Dept.

  4. 3. CUS Dept attend to the patient complaint.

  5. 4. If unresolve, HOD to seek Operation Director for assistance.

  6. 5. If unresolve, CUS HOD to seek Managing Director.

• 1. 1. Staff receive complaint.

  2. 2. Refer to CUS Dept.

  3. 3. CUS Dept attend to the patient complaint.

  4. 4. If unresolve, HOD dept to seek Operation Director for assistance.

  5. 5. If unresolve, HOD to seek Managing Director.

• 1. 1. Staff identify issue of complaint.

  2. 2. Report to HOD where the complaint is received.

  3. 3. HOD/Staff to resolve the patient complaint.

  4. 4. HOD/Staff can seek CUS HOD for assistance.

  5. 5. If unresolve, CUS HOD to seek Operation Director for assistance.

• 1. 1. Staff identify issue of complaint.

  2. 2. Refer to CUS Dept.

  3. 3. CUS HOD to refer to relevant HOD for resolution.

  4. 4. Relevant HOD to seek seek Managing Director .

Staff can to submit customer complaint using C_______ F_______ F_____ to CUS officer or email to CUS Dept within 24 hours.

• Customer Fun Form

• Customer Feedback Form

• Client Feedback Form

• Patient Feedback Form

Any complaint not close within 48 hours, CUS Dept will issue C________ I_________ F____ to relevant HOD to seek resolution. HOD have ___ working days to reply the CIF to CUS Dept.

• Complaint Investigation Form,

  5

• Complaint Initial Form,

  5

• Customer Complaint Form,

  4

• Client Complaint Form,

  3