2.7 acp customer service

ACP Academy Section 1: Administrative Module 2.7 Customer Service

The Ada County Way: The Ada County Way: Customer ServiceCustomer Service

The Ada County WayThe Ada County Way

ACP Academy

Module 2.7 Customer Service


Presentation InformationPresentation Information

• Last revised 06/01/2011Last revised 06/01/2011

• For more information contact Steve Cole For more information contact Steve Cole @[email protected]@[email protected]


ObjectivesObjectives

• Identify the 4 customer groupsIdentify the 4 customer groups

• Discuss expectations in customer service Discuss expectations in customer service at ACP.at ACP.

• Communications SkillsCommunications Skills

• STAR-CARESTAR-CARE


Mission StatementMission Statement

• Our mission is to enhance the Health, Our mission is to enhance the Health, well-being and quality of life of the well-being and quality of life of the people of Ada County.people of Ada County.


Vision StatementVision Statement

• We will focus on acute medical and trauma We will focus on acute medical and trauma services and development of our skills to provide services and development of our skills to provide the best possible the best possible service service in these essential in these essential areas of care.areas of care.

• We will continue to adapt to the ever-changing We will continue to adapt to the ever-changing needs of the people we needs of the people we serviceservice, recognizing , recognizing that educational public information and training that educational public information and training programs will continue to be an integral part of programs will continue to be an integral part of our our services.services.


ValuesValues• Ada County EMS will achieve its mission through a philosophy, Ada County EMS will achieve its mission through a philosophy,

which values and supports: which values and supports: – Quality and continuous improvements in patient care. Quality and continuous improvements in patient care. – Professionalism, education and career development of our staff.Professionalism, education and career development of our staff.– Responsible, efficient and effective use of our resources. Responsible, efficient and effective use of our resources. – Respect for the contribution each staff member makes to the Respect for the contribution each staff member makes to the

delivery of patient care.delivery of patient care.– Rights of patients, families, public, staff and allied professionals Rights of patients, families, public, staff and allied professionals

to be treated in a dignified, courteous, confidential, and to be treated in a dignified, courteous, confidential, and respectful manner.respectful manner.

– A strong commitment through A strong commitment through serviceservice and education to the and education to the people and communities we people and communities we serveserve..

– Ongoing Quality Improvement and training programs to maintain Ongoing Quality Improvement and training programs to maintain the professional certifications and technical proficiency of our the professional certifications and technical proficiency of our staff.staff.


Service ServiceService Service Service!Service!


What was your First Job?


Why do I have to know this stuff?Why do I have to know this stuff?

EverybodyEverybody is a Customer is a Customer

Good Experience – They Tell 5 peopleGood Experience – They Tell 5 people

Bad Experience – 15 PeopleBad Experience – 15 People

But they (hardly) NEVER TELL YOU!But they (hardly) NEVER TELL YOU!

EVEN IN A EVEN IN A NO CHOICENO CHOICE ENVIRONMENT ENVIRONMENT

(Q: Are we in a “no choice” environment?)(Q: Are we in a “no choice” environment?)


Customer ServiceCustomer Service• cus·tom·er (k s t -m r) cus·tom·er (k s t -m r) n.n.

– 1. 1. One that buys goods or services.One that buys goods or services.– 2. 2. InformalInformal An individual with whom one must deal: a tough customer. An individual with whom one must deal: a tough customer.

• ser·vice (sûr v s) ser·vice (sûr v s) n.n.– 1. 1.

• a. a. Employment in duties or work for another, as for a government: has been Employment in duties or work for another, as for a government: has been in the company's service for 15 years.in the company's service for 15 years.

• b. b. A government branch or department and its employees: the diplomatic A government branch or department and its employees: the diplomatic service.service.

– 2. 2. • a. a. The armed forces of a nation: joined the service right after college.The armed forces of a nation: joined the service right after college.• b. b. A branch of the armed forces of a nation.A branch of the armed forces of a nation.

– 3. 3. The performance of work or duties for a superior or as a servant: The performance of work or duties for a superior or as a servant: found the butler's service to be excellent.found the butler's service to be excellent.

– 4. 4. Work done for others as an occupation or business: has done service Work done for others as an occupation or business: has done service for us as a consultant.for us as a consultant.

The American Heritage® Dictionary of the English Language, The American Heritage® Dictionary of the English Language, Fourth Edition copyright ©2000 by Fourth Edition copyright ©2000 by Houghton Mifflin Company. Updated in 2003. Published by Houghton Mifflin Company. All rights reserved.

http://www.eref-trade.hmco.com/

http://www.eref-trade.hmco.com/


Customer ServiceCustomer Service

• ““Customer service”Customer service” is an organization's is an organization's ability to supply their customers' wants ability to supply their customers' wants and needs.and needs.

• What is the difference between a “need” What is the difference between a “need” and a “want”and a “want”– Which is more important?Which is more important?– Which will get you in trouble for not meeting? Which will get you in trouble for not meeting?


Four Customer GroupsFour Customer Groups

• YourselfYourself

• Co-workers and other medical Co-workers and other medical professionalsprofessionals

• Other agenciesOther agencies

• OUR PATIENTSOUR PATIENTS (and the Public) (and the Public)


Yourself?Yourself?

• You have a responsibility to SEEK personal and You have a responsibility to SEEK personal and professional growthprofessional growth– ACP has no use for stagnant people or providers. ACP has no use for stagnant people or providers. – Fight the urge to “treat at the level of your graduation”.Fight the urge to “treat at the level of your graduation”.– Learn , Learn, Learn. Teach, Teach , Teach.Learn , Learn, Learn. Teach, Teach , Teach.

• You have a responsibility to SEEK job satisfaction.You have a responsibility to SEEK job satisfaction.– It will not be given to youIt will not be given to you– Bitterness is self destructive personally and professionallyBitterness is self destructive personally and professionally– Turn dissatisfaction into satisfaction, use it as MOTIVATION to Turn dissatisfaction into satisfaction, use it as MOTIVATION to

change. See below.change. See below.

• You have a responsibility to make a POSITIVE and You have a responsibility to make a POSITIVE and LINGERING mark on ACPLINGERING mark on ACP– This will take years, so start now!This will take years, so start now!


Speaking of Your Attitude….Speaking of Your Attitude….


Co-Workers and Other Medical Co-Workers and Other Medical Professionals?Professionals?

• Crews you relieveCrews you relieve

• Crews who relieve youCrews who relieve you

• SupervisorsSupervisors

• StudentsStudents– No “X”No “X”– Education, not observationEducation, not observation

• Hospital StaffHospital Staff

• Medical First Responders/QRU’sMedical First Responders/QRU’s


Other Agencies?Other Agencies?• Fire DepartmentsFire Departments• Police DepartmentsPolice Departments• EMAEMA• Other EMSOther EMS• Educational InstitutionsEducational Institutions• Health Care FacilitiesHealth Care Facilities

– Yes that includes nursing homes and assisted Yes that includes nursing homes and assisted living facilitiesliving facilities

• State EMSState EMS


The Patient and the Public?The Patient and the Public?

• PatientPatient• Family and friendsFamily and friends• BystandersBystanders• Contracting Agencies and OrganizationsContracting Agencies and Organizations

– BSUBSU– Expo Idaho (W.I.F. and Les Bois)Expo Idaho (W.I.F. and Les Bois)

• They want:They want:– Quick / safe / skillful / caring / effective / Quick / safe / skillful / caring / effective /

complete follow upcomplete follow up


Remember…..Remember…..

• The butt you chew today is the one you The butt you chew today is the one you may kiss tomorrow…..may kiss tomorrow…..

• The back you watch today is the one who The back you watch today is the one who will watch yours tomorrowwill watch yours tomorrow


Ground RulesGround Rules1.1. Our essential mission and number one priority Our essential mission and number one priority

is to deliver the best possible service to our is to deliver the best possible service to our customerscustomers

2.2. Always be nice--treat everyone with respect, Always be nice--treat everyone with respect, kindness, patience, and considerationkindness, patience, and consideration

3.3. Consider how you and what you are doing Consider how you and what you are doing looks to otherslooks to others

4.4. Treat folks as you would want to be treatedTreat folks as you would want to be treated- - Alan BrunaciniAlan Brunacini

Chief (Ret.) Pheonix F.D.Chief (Ret.) Pheonix F.D.


Food for thoughtFood for thought

• Ever hear:Ever hear:– ““He joined He joined thethe Service”? (Meaning the Service”? (Meaning the

military)military)– ““She is in She is in thethe Fire Service”? Fire Service”?


Q: Why is the Emergency Q: Why is the Emergency Medical Service never spoken of Medical Service never spoken of

this way?this way?(and what are (and what are youyou going to do to change this?) going to do to change this?)

Our attitudes toward ourselves and others determine others Our attitudes toward ourselves and others determine others attitudes to us.attitudes to us.

Do we view ourselves in SERVICE? Do we view ourselves in SERVICE? Do others view us in SERVICE?Do others view us in SERVICE?

Or…Or…Do they view us as just another job….Do they view us as just another job….


Service Service ServiceService

Service! Service!


Expectations and Perceptions Expectations and Perceptions


ExpectationsExpectations

• What are you expecting…What are you expecting…About your dutiesAbout your duties

Your PartnersYour Partners

Your FTOsYour FTOs

About your employerAbout your employer

About the community you serve?About the community you serve?


ExpectationsExpectations

• What is expected of you by…What is expected of you by…Your employer?Your employer?

The community? The community?

Your partner? Your partner?

Your FTOs?Your FTOs?


PERCEPTIONS: The First 7 PERCEPTIONS: The First 7 SecondsSeconds

- - WHATWHAT you say you say

- The - The WAYWAY you say you say itit

- What they - What they SEESEE

Body LanguageBody Language

AppearanceAppearance

ActionAction


PERCEPTIONS:PERCEPTIONS:• Perception IS REALITYPerception IS REALITY• It takes one “Ohhh S***” to ruin 10 “Atta-boys”.It takes one “Ohhh S***” to ruin 10 “Atta-boys”.• Most people don’t sue or complain about “nice” Most people don’t sue or complain about “nice”

people regardless of competence. people regardless of competence. – Sometimes the most competent paramedics are the Sometimes the most competent paramedics are the

poorest “people persons”. poorest “people persons”. – The public doesn’t care about your competence. They The public doesn’t care about your competence. They

care that YOU CARE.care that YOU CARE.• Remember to CARE about your patient, their Remember to CARE about your patient, their

family, and others.family, and others.• BE nice don’t just ACT nice.BE nice don’t just ACT nice.


PERCEPTIONSPERCEPTIONS• When you enter someone’s house – mind the cot and equipment!When you enter someone’s house – mind the cot and equipment!• Be respectful to kids and pets too!Be respectful to kids and pets too!• Watch your boots. Are they Dirty? Watch your boots. Are they Dirty? • If its closed, leave it closed.If its closed, leave it closed.• Pick up your trash.Pick up your trash.• Treat Treat theirtheir stuff like it was stuff like it was youryour stuff. stuff.• Explain in simple understandable terms what is going on. Explain in simple understandable terms what is going on. • Treat everyone like they are your mom. Treat everyone like they are your mom. • How do you address the patient?How do you address the patient?• When you answer the phone – If you call a stations does it instill When you answer the phone – If you call a stations does it instill

confidence?confidence?• When shifts change – Are you respectful of your co-workers?When shifts change – Are you respectful of your co-workers?• Help carry the patient. Help get the cot. Help carry the patient. Help get the cot.


Be an Ambassador!Be an Ambassador!


What do WE expect…What do WE expect…

• Regard everyone as a potential customer Regard everyone as a potential customer • Try to meet customers Try to meet customers beforebefore they need you they need you • Give the customer your name - be proud of Give the customer your name - be proud of

your service.your service.• Consider how you and what you are doing Consider how you and what you are doing

looks to others..looks to others..– Smoking?Smoking?

• Don’t give your bad day to the customer Don’t give your bad day to the customer – Give the customer your undivided attention - don’t Give the customer your undivided attention - don’t

act like delivering service is an inconvenience to act like delivering service is an inconvenience to you you


One of the greatest things about this job is the One of the greatest things about this job is the opportunity it provides for you to grow and opportunity it provides for you to grow and learn.learn.

The next time you are transporting a patient and The next time you are transporting a patient and traffic is stacked up on Eagle Road, ask them traffic is stacked up on Eagle Road, ask them to tell you about their life. You’ll hear to tell you about their life. You’ll hear fascinating and inspiring stories of movie stars, fascinating and inspiring stories of movie stars, circus clowns, secret service agents and circus clowns, secret service agents and ordinary working stiffs. I promise it will make ordinary working stiffs. I promise it will make you think about your life. you think about your life.


Everybody Makes Mistakes…Everybody Makes Mistakes…


……But can you own up to it?But can you own up to it?


Communication SkillsCommunication Skills



• Body languageBody language

• Tone of voiceTone of voice

• Choice of wordsChoice of words

• What is the Message?What is the Message?

Delivery is everythingDelivery is everything......


• Easy to CreateEasy to Create

• Difficult to changeDifficult to change



Team Work...Team Work...


• Define itDefine it

• Who is involvedWho is involved

• ResultsResults



Problem Solving...Problem Solving...

• Who is responsibleWho is responsible• Tips that helpTips that help

– Talk to team Talk to team membersmembers

– Define Define expectationsexpectations

– Provide feedbackProvide feedback



Attitude...Attitude...

• It belongs to youIt belongs to you

• Morale - I am Morale - I am responsible for responsible for minemine


““Be kind, for Be kind, for everyone you meet everyone you meet is fighting a hard is fighting a hard battle.”- battle.”- PhiloPhilo


What Are the Rules?What Are the Rules?


THE TWENTY COMMANDMENTS"THE TWENTY COMMANDMENTS"(TWICE AS MANY AS MOSES HAD!)(TWICE AS MANY AS MOSES HAD!)

I ) HONESTY FIRST, LAST AND I ) HONESTY FIRST, LAST AND ALWAYSALWAYS

2) DO IT NOW2) DO IT NOW3) DO IT RIGHT THE FIRST 3) DO IT RIGHT THE FIRST

TIMETIME4) ASK IF YOU DON'T KNOW4) ASK IF YOU DON'T KNOW5) USE THE WINDOW OF 5) USE THE WINDOW OF

OPPORTUNITYOPPORTUNITY6) YOU FIND IT, YOU OWN IT6) YOU FIND IT, YOU OWN IT7) DELEGATE WITH 7) DELEGATE WITH

DISCRETIONDISCRETION8) DON'T TRUST ANYONE TO 8) DON'T TRUST ANYONE TO

DO YOUR JOB FOR YOUDO YOUR JOB FOR YOU9) SEE IT YOURSELF9) SEE IT YOURSELF10) ASSUME NOTHING10) ASSUME NOTHING

11) BE COMPLETE: 11) BE COMPLETE: DOUBLE DOUBLE CHECKCHECK

12) DON'T COMPLAIN: FIX IT12) DON'T COMPLAIN: FIX IT13) ANTICIPATE DISASTERS13) ANTICIPATE DISASTERS14) IF IT WOULD SOUND BAD 14) IF IT WOULD SOUND BAD

IN TOMORROWS IN TOMORROWS NEWSPAPER, DONT DO IT.NEWSPAPER, DONT DO IT.

15) COMMUNICATE BEFORE, 15) COMMUNICATE BEFORE, NOT AFTERNOT AFTER

16) NEVER ARGUE WITH A 16) NEVER ARGUE WITH A FOOL (People may not know FOOL (People may not know the difference.)the difference.)

17) NO SURPRISES17) NO SURPRISES18) WRITE IT DOWN18) WRITE IT DOWN19) READ ABOUT IT19) READ ABOUT IT20) SLEEP COMES LAST20) SLEEP COMES LAST


Special PopulationsSpecial Populations


Aging is not a disease. It is a level of Aging is not a disease. It is a level of maturity that begins to evolve at birth maturity that begins to evolve at birth and continues until death. There is and continues until death. There is no cure for it, new or old, any more no cure for it, new or old, any more than there is a cure for life itself. than there is a cure for life itself.


The Graying of America-pertains to a doubling of our elderly population between 1990 And 2030.

-Advances in medicine-decrease in nationwide birthrate since 1965-aging Baby Boomers

-1990: 3.4 million EMS responses annually (roughly 1/3)-occupied 90% of acute-care hospital beds, 60% of long-term Beds and used 30% of all pharmaceuticals


Key Truths about aging:Key Truths about aging:

1.You don’t get to be 90 because you are stupid.1.You don’t get to be 90 because you are stupid.

People in their 80’s and 90’s are survivors of the Great People in their 80’s and 90’s are survivors of the Great Depression, WWII and the Korean War. Many in their Depression, WWII and the Korean War. Many in their 60’s survived Vietnam, were pioneers in EMS.60’s survived Vietnam, were pioneers in EMS.

2. Aging does not imply diminished happiness.2. Aging does not imply diminished happiness.

“ “Grow old along with me! The best is yet to be, The last Grow old along with me! The best is yet to be, The last of life, for which the first was made.”of life, for which the first was made.”

-Rabbi Ben Ezra-Rabbi Ben Ezra


3. Aging does not have to mean perceptual 3. Aging does not have to mean perceptual impairment.impairment.

4. Perceptual impairment has nothing to do 4. Perceptual impairment has nothing to do with intelligence.with intelligence.

5. Some elderly are not fun to care for.5. Some elderly are not fun to care for.

Illness, loss of independence, chronic Illness, loss of independence, chronic pain, loss of lifestyle and controlpain, loss of lifestyle and control


Remember…The Elderly have Remember…The Elderly have lived full lives we will never lived full lives we will never

comprehendcomprehendThey may have touched many They may have touched many

more lives than we will….more lives than we will….


STAR-CARESTAR-CARE

• SSafeafe• TTeam-basedeam-based• AAttentivettentive to Human to Human

needsneeds• RRespectfulespectful• CCustomerustomer AttitudeAttitude• AAppropriateppropriate• RReasonableeasonable• EEthicalthical

(Used courtesy Thom Dick & Med-Trans)(Used courtesy Thom Dick & Med-Trans)


SSafeafe

Were my actions safe – for my patient, Were my actions safe – for my patient, me, my colleagues, other professionals, me, my colleagues, other professionals, public and me?public and me?


TTeam-basedeam-based

Were my actions taken with due regard for Were my actions taken with due regard for the opinions and feelings of my co-the opinions and feelings of my co-workers, including those from other workers, including those from other agencies?agencies?


AAttentivettentive to human needsto human needs

Did I treat my patient as a person? Did I Did I treat my patient as a person? Did I keep them warm? Did I tell them what to keep them warm? Did I tell them what to expect in advance? Did I treat their family expect in advance? Did I treat their family and/or relatives with similar and/or relatives with similar respectrespect? Did I ? Did I carecare for their needs? for their needs?


RRespectfulespectful

Did I act towards my patient, my Did I act towards my patient, my colleagues, my teammates from other colleagues, my teammates from other agencies, the hospital staff, and the public agencies, the hospital staff, and the public with the kind of with the kind of respectrespect that I would have that I would have wanted to receive myself?wanted to receive myself?


CCustomer-accountableustomer-accountable

Did I Did I serveserve them to the best of my abilities? them to the best of my abilities? If I were face-to-face right now with my If I were face-to-face right now with my

customer, could I look them in the eye and say, “ customer, could I look them in the eye and say, “ I did my very best for you.” ?I did my very best for you.” ?


AAppropriateppropriate

Were my actions appropriate — medically, Were my actions appropriate — medically, professionally, legally, and practically professionally, legally, and practically considering the circumstances I faced?considering the circumstances I faced?


RReasonableeasonable

Did my actions make sense? Would a Did my actions make sense? Would a reasonable colleague of my experience reasonable colleague of my experience have acted similarly under the same have acted similarly under the same circumstances?circumstances?


EEthicalthical

Were my actions fair and honest in every Were my actions fair and honest in every way? Are my answers to these way? Are my answers to these questions?questions?


“…“…We are committed to excellence internally We are committed to excellence internally and externally, not to doing "just good enough" and externally, not to doing "just good enough" to get by, or to damaging and destroying each to get by, or to damaging and destroying each other as we proceed through our work lives. other as we proceed through our work lives. It is our positive commitment to quality service It is our positive commitment to quality service and to each other that has made us what we are and to each other that has made us what we are today, and through constant assessment and today, and through constant assessment and change, will sustain us in the future. …”change, will sustain us in the future. …”

- Wake County - Wake County EMS EMS


The 4 / 2 The 4 / 2 RuleRule

• What I do “What I do “FORFOR” a patient will ALWAYS be more ” a patient will ALWAYS be more important that what I did “important that what I did “TOTO” a patient – Thom Dick” a patient – Thom Dick

ACP Academy Section 1: Administrative Module 2.7 Customer ServiceThis Business is about taking care of PEOPLE!This Business is about taking care of PEOPLE!

Remember…Remember…

2.7 acp customer service

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