Extraordinary Customer Service. Principles, Tools & Practices for Transforming Conflict into Cooperation

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Jordan McKenzie
5 years ago
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1 Extraordinary Customer Service Principles, Tools & Practices for Transforming Conflict into Cooperation

2 Healthcare has unique patient customer service because of the high stakes and emotion involved in the service we provide. As the first point of contact and the last our staff really becomes responsible for the whole experience being a positive one.

3 Thomas Moore, Care of the Soul in Medicine Service is not only an offering of time, but also the personal, emotional effort to do what is necessary for the complete service of the patient.

4 When you truly serve people, instead of merely doing a job, you connect with them.

5 Th e purpose of this talk is to share principles and practices for: Transforming communication, Reducing conflict and stress, Improving process & productivity.

6 What benefits would you like to take from this talk?

7 A new model for achieving a breakthrough in communication; extraordinary listening and speaking.

8 Human beings, that s you and me, are predisposed to a certain kind of listening- already and always

9 The habit of interpreting

10 The Habit of Aggression

11 The habit of listening like noise listening to others like noise What exactly is the noise Wally s referring to?

12 How do we ordinarily listen? opinions, like, don t like, judge, evaluate, good, bad, complaint, argue, defend, justify skeptical, cynical, negative, positive it won't last, too good blame, victim personal agenda-what I want feelings

13 Ordinary Listening opinions, like, don t like, judge, evaluate, good, bad, victim complain, argue, defend, justify skeptical, cynical, negative, positive it won't last, too good Blame, victim Personal agenda-i Feelings, I want what I want Personal agenda feelings/wants Truth/believe/pretend/avoid Tips/answers/hurry up & get to it Gender/culture/family

14 More Ordinary Listening opinions, like, don t like, judge, evaluate, complain, argue, good, bad, victim Defend, skeptical, cynical, negative, it won't last, blame, victim pinions, like, don t like, judge, evaluate, good, bad, victim complain, argue, defend, justify skeptical, cynical, negative, positive it won't last, too good Blame, victim Personal agenda Feelings, wants, expectations Truth, believe, pretend, avoid Tips, answers, hurry up & get to it Gender, culture, family, political Meaning, understand, explain Convince, persuade, sell How life should be What I already know Being Right; don t you know who I think I am?!

No, I really am listening; I m really am open Opinions/like/don t like/judge/ evaluate/complaints/argue/defend/ Opinions/like/don t skeptical/cynical/negative/it like/judge/ won t last

15 No, I really am listening; I m really am open Opinions/like/don t like/judge/ evaluate/complaints/argue/defend/ Opinions/like/don t skeptical/cynical/negative/it like/judge/ won t last evaluate/complaints/argue/defend/ Opinions/like/don t like/judge/ Truth/believe skeptical/cynical/negative/it evaluate/complaints/argue/defend/ it/convince/ persuade won t Everything last/blame/victim/personal skeptical/cynical/negative/it has meaning/it s personalwon t agenda/good/bad/feelings/wants Tips/answers/hurry last/blame/victim/personal up & get to it agenda/good/bad/feelings/wants Truth/believe/pretend/ Gender/culture/family Truth/believe/pretend/ Tips/answers/hurry Good/bad up & get to it Tips/answers/hurry up & get to it Gender/culture/family/meaning Gender/culture/family/meaning Understand/explain Understand/explain/convince/ persuade/sell Understand/explain/convince/ How life should be persuade/sell How life should be/should not be What How life we already should be/should know not be

16 What flavor are you? I m a should I m a know it all I m a hurry up & get to it I m a what s wrong with them I m a It s not me, it s them; victim I m a nice person (but if thoughts could kill there would be dead people around you!)

17 Sharing What can you see now?

18 Tools & Practices Take what you get & transform it. Listen like a peacock. When people complain (including you) listen for the commitments behind the complaints. Work on addressing the concerns in the background. Practice Compassion: Listen as if what they are saying is either something you have said, could say, or imagine yourself saying.

19 Practices Be willing to give up being right (for being extraordinary- even when you know you are right!) Practice being generous with your listening, work on expanding your capacity to be present Be a role model - practice everywhere!

20 Speech Habits The way we speak has an impact on our performance and the quality of our relationships. The way we speak can enhance or diminish our performance and our experience at work and in life!

21 The First Word, The Search for the Origins of Language Christine Kenneally Because language does not mimic the world you can do things with it that are impossible under the laws of physics. You can create. Destroy. Rearrange. Shove words around however you like. You can make up stories about things that never happened to people who never existed.

22 Your declaration of service Create a statement (accountability) that expresses your commitment to service. See if you get your SELF expressed in the statement. When you do it will light you up!

23 I m willing to see each and every resident and coworker as an extension of myself I promise to be extraordinary - because I said so! I give up now and forever the right to complain about work. I choose my job completely! My life is fully reflected in everything I do. You can count on me to be work on being self aware, and wow my customers with extraordinary service!

24 Tool Extraordinary Communication Worksheet Who or what happened Emotional response What you said and/or what they said What I was being right about and making them wrong for What I really would like to have happened is What I will create next time is My client told me that I could have been more professional with my paperwork My feelings were hurt, I got angry & defensive Me: Well maybe we shouldn t work together Jeff: well, I just think it could have been more professional The way I work is fine. He didn t appreciate the work I put into the program. He s new, he s pushy, he s wrong! In the future I will be more open to correction Called my girlfriend, she didn t listen as I expected she would Anger, frustration, withdrawal, felt a little hopeless Me: You re not listening to me! Her: call me when you calm down! She should have listened to me, she didn t respond like I expected I m sorry, I really need you to listen. I will be more responsible for my anger

25 Questions? What can you see now? What s possible regarding service?

27 Best Practices

28 Start here Employees, residents, staff, families, patients etc., are all customers. You can t fake being of service, get clear before you dump. Let staff know you re committed to making it work for everyone, job one is well being and service. That s the game.

29 Morning huddles Pay attention to how you (or they) are being; what s incomplete, what s upsetting you ( or them)? If the upset cannot be resolved immediately, promise to resolve it, schedule time to do so.( journal it, let it go, give it time, own it) Share something extraordinary, acknowledge (heartfelt) someone ( even when it s not necessary) start with inspiration or fun ;-)

31 Practices Turn off your notification indicators sound and visual. Schedule time to scan and read the in your inbox As you read and scan your , slide anything that you cannot respond to instantly into your Not Doing Now folder or to the task folder it belongs to

32 Practices Schedule three or four occasions per week to review, process and respond to what is in your Not Doing Now folder. Do not open and read except during the scheduled Occasion.

34 Interruptions & Distractions Learn to say NO when you should When interrupted ask, is this a 411 or a 911 Close your door from time to time, turn down the lights, play relaxing music.

35 $20.00

36 What about a presentation or workshop for your organization? Time-Project-Stress Management Keynote, Retreat, Emcee Jerry Bridge jerry@jerrybridge.com

LANGUAGE OF CARING HABIT-BUILDERS. Module: The Blameless Apology STARTER SET , Language of Caring, LLC

LANGUAGE OF CARING HABIT-BUILDERS Module: STARTER SET www.languageofcaring.com PRACTICE #1: From Blaming to Blameless Change these blaming apologies to blameless apologies. Blaming Example: I m sorry you