I would like to wish all my followers a Happy New year
We all hear about bad customer care and at times it can be unacceptable. But there are times when customer care is just great – at its best. That one time that someone does something that makes your day by doing their job well and this can make so much difference to your experience whatever it might be.
Two different incidents over the past week spring to mind.
My husband and I had to go into town yesterday to get a new sim card for a phone I got for Christmas.
We went into the o2 shop and after a short wait a young assistant with a lovely friendly smile asked how she could help us.
And help us she did.
She was so helpful. She offered to transfer my data from my old phone into my new one, this took some time and saved me a lot more time trying to do it all myself later on at home, and she even transferred my husband’s data from his phone into my old phone (he was having my old iPhone). This took some time to do but she was more than happy to help. She chatted away the whole time and was really friendly.
She asked what package I was on and when I told her she informed me of a better package that I could go on, she didn’t try to sell me a package that wasn’t suitable to me.
She gave me a few handy hints on using my new iPhone. She really couldn’t have been any more helpful.
She spoke about going into a local shop herself before Christmas and the awful customer service she had received and the fact that she would never use that same shop again. She then went on to say that her o2 give a lot of staff training and it’s mainly aimed at good customer service. It certainly showed.
I was most impresses with her attitude her kindness and the fact that she had saved me money in recommending a new package. Yes was doing her job – but she will doing it extremely well and with such enthusiasm.
I thanked her for her help and left. We were walking through the shops and I really was very impressed with her help and the fact that I was going to be saving some money because of her help I went into a shop and bought a small box of chocolates and took them back to the shop for her.
This isn’t something that I normally do, but on this occasion I was most impressed with the service I had got and how I was going to actually save money on the package she recommended.
She was serving another customer when I went into the shop, so I just said thank you and gave her the chocolates. I hope that I made her as happy with my gesture as she did me with her great customer service.
The second incident of good customer service was just before Christmas a friend of mine wanted to get his wife something special for Christmas. His wife wanted clothes and he didn’t want to do the usual and give her money in a card so he braved the shops with his 10-year-old daughter.
He went into a couple of ladies fashion shops and explained he was there to buy something for his wife – both of these shops were “reluctant” to advise on what to get but the 3rd shop he went into were more than happy to help – along with his 10 year old daughter they decided on several bits of clothing.
My friend was most impressed with the staff, taking the time to help and advise on what to get – and saying if they were not right his wife could return them after Christmas. The staff made what could have been a difficult shopping trip a very easy one.
As he left the shop with bags of clothes he seen the store manager and went up to him and said how helpful his staff were. The Manager was most impressed and he went and told his staff – the staff and the Manager all stood and clapped. They were delighted to have been given some positive feedback.
Everyone loves to receive praise or a thank you for a job well done.
If you get a good service do you speak up and say?
I am a firm believer in “Treat people as you would expect to be treated and you cannot go far wrong.”
“If you do build a great experience, customers tell each other about that. Word of mouth is very powerful” — J. Bezos
© 2011-2017 Reception Training all rights reserved
I seen this and thought I would share with you all. Its funny, but also right to the point.
I was asked recently to help with some Receptionists Training at a GP Surgery.
The surgery was holding an away day for the whole Practice and they closed the surgery for the afternoon. Everyone was involved from the Partners, Business Manager Assistant Practice Manager, nursing staff and all the Receptionists and Administrators. It was really impressive to see so many staff there. There had been a lot of work put into the away day from the Partners and the Business Manager.
When I go into any surgery I never know what I am going to be met with or what I am going to witness in regards to the Receptionists and how well they understand their role especially new Receptionists that perhaps have never worked in this environment before.
Let me share with you my experience on the day…
I arrived at the Surgery at 8.30 – I was going to sit with the Reception team for the morning and see how they worked as a team – and if there was any input or support that I could give.
When I walked into the Reception area I was really impressed. The Surgery was very impressive and the waiting room bright spotless and very welcoming.
There were good signs for everyone to see and the Reception desk was most impressive.
I was met by the Business Manager who made me very welcome and was very friendly and extremely easy to chat to.
I was introduced to the team of Receptionists who were going about their tasks for the day.
I was impressed with what I seen, everything that I would expect from a good reception team. They were all polite to the patients both face to face and over the telephone, well-informed and very calm whilst doing their jobs. There were a few minor things that could be improved on but nothing that could not be rectified.
What did really impress me was the lovely working area that they staff had to work to work in – the reception desk was big and spacious as was the administration office just at the back of reception. They had good quality furniture and the office was love and bright. The team was really lucky to be working in such lovely conditions.
All phone calls were made in the back office, no telephone calls was taken at the front desk. The Receptionist was just dealing with patients.
Patient confidentiality was excellent and this was achieved by the Receptionists accessing patient information by Date of Birth – a much quicker way of accessing patients details.
The surgery closed at 1.00 and the calls were put through to the out of hours service.
The afternoon began with lunch for all the staff – everyone interacting with one another – it was obvious that this was a surgery that valued their staff.
The Partners started the session off with an ice breaking game – it brought a good laugh and really did start the afternoon off well. The feedback from the Reception team was really positive about the interaction from the Partners.
Everyone then broke away into 3 groups, The Partners, the Nursing Team and the Receptionists and Administrators and myself.
We went over Receptionist Skills, Telephone Skills, and Dealing with difficult people and patient confidentiality.
On the whole the staff were very well informed on most of these subjects. But what was really impressive was the way everyone chatted about his or her experiences, sharing good ideas and finding ways forward with different situations that could help them in the future. We all had something that we took away from the training.
It was good to go over, discuss and learn from them and perhaps remind ourselves why we have to do these things (ie patient confidentiality) and perhaps how we could improve on things we are doing.
The most important thing for me was that I could see how much their were valued as a team, and how supported they were from the Management and Partners.
Why? Because their Practice wanted to invest in them – to support them and to ensure that the patients get the best care possible.
The communication between Partners, Management and staff was excellent.
This was achieved in their working surroundings and the fact that their practice was prepared to invest in their training needs and support them for future training.
Good trained staff are confident staff and confident staff are able to deal with every day events that they are faced with. This is vital for your organisation and for your patients.
I for one would not only be happy to be a part of this team I would also feel extremely happy to be a patient there.
Can you say the same for your organisation?