|
|
 |
 |
Executive Learning, Inc.(ELI) believes that it is through extraordinary service and high customer satisfaction that healthcare organizations build strong customer relationships and differentiate themselves. Today clinical quality and cost control are expected from every healthcare provider. Exceptional service, however, still has the potential to surprise and delight patients, families, long-term care residents, and members of the community at-large. It is through satisfying and delighting customers that customer loyalty is born. | ELI also believes that extraordinary service is more than guest relations. It is more than smile training. It demands that an organization attend to its processes and systems to ensure they operate reliably to meet customers' needs. It requires that all who work in an organization have a high level of knowledge and skill to be capable of delivering great service. It necessitates that an organization's leaders clearly define the service vision and articulate the service standards that are expected of all workers in the system. In short, building a customer-driven organization is hard work. The benefits, however, include staunchly loyal customers, ongoing business viability, and motivated workers who come in each day knowing they make a difference.
To help healthcare organizations develop top-notch customer service systems and skills, ELI developed the Customer for Life approach.
Customer for Life is:
- A comprehensive service delivery system to ensure consistent, excellent service;
- An approach that combines ELI's knowledge of performance improvement, systems thinking, and service delivery principles;
- Aimed specifically at healthcare organizations; and
- Easily integrated with existing customer service and performance improvement activities.
The service delivery principles upon which Customer for Life is founded include those below:
- All work must begin with an understanding of customer needs and expectations.
- Service excellence is achieved when consistent, sustained, high level service is delivered.
- Achieving excellence requires a comprehensive service delivery system.
- Motivation for customer service comes from within each associate.
- Service improvement must be measurable.
- Service excellence requires strong leadership actions and long-term support to align all of an organization’s systems with the service vision.
- Standardization of service behaviors drives out variation in service actions and ensures consistently high quality service delivery.
- Effective handling of service breakdowns builds customer loyalty.
- Resolving chronic service problems requires performance improvement.
HOW ELI CAN HELP YOU IMPROVE SERVICE DELIVERY
Executive Learning, Inc. provides a variety of products and services to support your service excellence initiatives. These offerings include the following:
Trainers Notes for our Customer for Life Videos are available at:
http://www.elinc.com/page.asp?page=47&sid=1
|
