Customer Service at its Best #NaturaPalaceHotel #Lanzarote


 

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What do you look for in a holiday? Mine is sunshine, a lovely venue, easy access to local areas, good food, swimming pool, and most of all good customer service.

Well we certainly found that last week when we went back to Lanzarote again for the second year running. Why? Because we could not fault the hotel we stayed at Hipotels Natura Palace in Playa Blanca.

I could not fault the hotel on any level last year, and the same again this year.

The customer service was second to none the moment we walk through the door to the day we left.

On arrival the Reception staff were friendly, helpful and professional. A porter took our cases to our room which was really well laid out  equipped with a fridge, large flat screened TV, table and chairs and the bathroom came with all the usual soaps, shampoos, tissues, hairdryer and other useful accessories.

We had a sunny balcony that overlooked the beautiful swimming pools (2 large pools and one children’s pool) and the best bit there were plenty of sunbeds to go around.

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The food was exceptional and catered for everyone’s taste, you certainly wont go hungry whilst staying at the Natura Palace. The Maitre d” is attentive and very charming making you feel that you are the most important person when he is dealing with you, he remembered that we have been before which was very impressive seeing the amount of people who must pass through the restaurant every day, and the staff again charming and very helpful. There was a wonderful chief who made smoothies to order – they were just amazing.

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The dining room staff work extremely hard, often working the breakfast shift, the evening shift and then working in the bar until late. They worked hours but every single one always wore a smile and were always very attentive.

The bar staff couldn’t do enough to help and got to know you very quickly, they would often have a joke or two despite the language barrier they always interracted with everyone.

The rooms were cleaned every day and the maids always went out of their way to make you feel special.

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The hotel was immaculate the public areas inside and outside were kept spotless at all times.

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The grand staircase in the Main Reception area and the lower grouund lobby area.  

I did the same this year as I did last year. I peopled watched – one the things I have loved doing since I was little (or just plan nosy as my husband would tell me)

I can honestly say that I never seen a grumpy member of staff the whole time we were there, the amount of hours that the staff worked were long and not very sociable, working in the heat giving a  110%. Their customer service was excellent at all times.

I can honestly say I have never witnessed so many staff giving such a great service.

I am intrigued to know how their go about their customer care training. How they instigate the training and uphold it to the level that is being given.

Do Hiptels hold in-house training? Does each department hold their own training or are the staff training as one? Are staff sent off site for customer care training.

To give training is one thing, the hardest thing is ensuring that the training is maintained at all times.

Whatever way they are doing it they certainly have it right. Well done to the Management and Staff at Natura Palace you should be very proud of yourself.

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Bradford CCG’s fund GP Receptionist Training


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Bradford clinical leaders are funding customer care training for GP Receptionists to help improve patients’ experiences at surgeries.

They are responding to patients concerns by looking at ways to improve access to local GP services and are going to hold training sessions for practices in the Bradford area to help staff make each patient feel valued and at ease.

I have included links regarding this topic.

http://www.dailymail.co.uk/news/article-2946645/Stop-grumpy-patients-Training-doctors-receptionists.html

http://www.bbc.com/news/uk-england-leeds-31420045

http://www.bradforddistrictsccg.nhs.uk/news/bradford-ccgs-fund-gp-receptionists-training-to-improve-patients-experience-of-primary-care/

I am very passionate about good patient/customer care, and feel very strongly that Receptionists need the correct support in the way of training. I am saddened by the hard times that Receptionists often get and I do appreciate that there are some that perhaps come under the category of not been the most helpful, but in my experience there are so many good Receptionists out there doing an excellent job.

I am a firm believer that a good trained member of staff is more confident, and therefore able to deal with the many different situations that they are faced with in Reception on a daily basis.

Well done to Bradford CCG for investing in this training programme which will benefit patients, staff and Practices throughout the region.

Lets hope that other CCG’s follow this great example.

Words


Below are some simple but powerful words. Discuss them (or some) at your next staff team meeting. Use them for discussing customer care, patient care and working together as a team.

1.   Give people more than they expect and do it cheerfully.

2.   Don’t believe all you hear

3.  When you say sorry look the person in the eye

4.  Never laugh at people’s dreams, we all have dreams.

5.  In a disagreement, fight fairly, no name calling.

6.  Don’t judge people by their relatives, creed or wealth

7.  Talk slowly but think quickly

8.  When someone asks you a question you don’t want to answer, smile and ask “why do you want to know”.

9.  When you lose don’t lose the lesson.

10. Remember the three R’s

  • Respect for self
  • Respect for others and
  • Responsibility for all your actions.

11.  Don’t let a disagreement ruin a good friendship.

12. When you realise you have made a mistake take immediate steps to correct it.

13. Smile when picking up the phone. The caller will hear it in your voice.

14. Treat people as you would want to be treated.

Receptionists Training: How To Identify People that Have Difficulties Reading and Writing.


How would you identify and deal with a patient that might have problems with reading and writing – and not embarrass them?

I have seen many patients embarrassed by a receptionist insisting that the “complete” the form in front of them.

TAIL TALE SIGNS OF SOMEONE THAT MIGHT HAVE PROBLEMS READING OR WRITING

  • They will often become agitated or look uncomfortable when given a form to complete
  • They might go very red in the face with embarrassment
  • They will try to make an excuse ask if they can bring the form back at another time
  • They might say they can not wait and will fill it in next time (when they can bring
    someone back with them)

And the most often used excuse is:

They have left their glasses at home!

Many of the above could indicate that the person had problems completing the form. For
whatever reason do not embarrass the person by insisting they complete the form.

If the form can be taken away and completed and brought back all well and good, but as I
well know many of these forms never come back again. So I appreciate the importance of getting the forms completed there and then.

HOW DO YOU HANDLE IT?

If you have reason to believe that the person is having difficult completely the form you
should

  •  Be very discreet
  • Never ask the person if they have problems with reading and writing
  • Never snatch the form back and say “give it to me”
  • Offer to help complete the form
  • Try and put them at ease – if they say they do not have their glasses just tell them that it is ok and that lots of patients do the same and you are more than happy to
    help complete the form.
  • Put the patient at ease by saying that it might be quicker for you to do the form
    because you know what parts have to be filled in.

You will often find by showing kindness and not judging the person will in fact tell you
that they have problems in completing forms. If they do tell them its fine – and they we get many request for help with filling in forms.

Explain  to them that you would be more than happy to help again, and that they should ask for you or another member of staff to help complete the next necessary form.

Ask the person if you want them to make a note of it on their patient notes – so in future they are not asked to complete a form again at the desk. Many are happy for you to do this. It also helps other team members know of their disability in not being able to read or write.

Every patient should be treated with respect at all times.