Customer Service Training For Field And Office Staff

Customer Service Training For Field And Office Staff

Who We Are CBI/We Care - Julia Sommers RN, Director of Training Pathways Jennifer Coles, Senior Director, Learning and Development

CBI/We Care We Care Health Services since 1984 CBI purchased WC in September 2013 CBI Health Group / We Care Home Health Services -integrated communitybased services variety of settings and age groups in both private and publicly funded systems over 800 communities across Canada. 7000+ staff( across Canada) assist clients to achieve maximum independence, function and related quality of life by addressing each individuals unique challenges and needs. Ability to integrate services in community health with both our 160 outpatient clinics and our home health coverage across Canada, allow clients better access and help improve health outcomes.

Who is Pathways Inc? Pathways Inc. is a boutique organizational development consulting firm specialized in: Customer service training Customized curriculum development & facilitation elearning Change management Project management Contract resources (instructional designers, facilitators, project managers, elearning developers)

Some of Pathways Selected Clients How Pathways Stands Out :

Why Customer Service Training? Results from Client Satisfaction Surveys showed decrease in satisfaction with field staff and office staff Concerns re: field staff not being responsive to clients needs Client concerns: lateness of staff, staff not understanding what was needed.

What is it? 3 hour training sessions with lunch/dinner 10 15 participants works best office staff and field staff done separately. Included Customer Service Trivia, case studies and role play Good customer service = good communication Incorporated Changing the Conversation into trivia questions

Customer Service Trivia Let s try a few questions that are included in the Customer Service Training How good is your customer service knowledge?

How many people does the average person tell when they receive good customer service? A.5-8 B.9-12 C.13-16 D.17-20

How many people does the average person tell when they receive good customer service? B.9-12

How many people does the average person tell when they receive poor customer service? A.10 B.15 C.20 D.25

How many people does the average person tell when they receive poor customer service? C. 20

For every customer complaint, there are other customers who have remained silent. A.8 B.26 C.10 D.16

For every customer complaint, there are other customers who have remained silent. B. 26 Source: Lee Resource Inc

It takes positive service experiences to make up for one negative experience. A. 8 B. 5 C. 12 D. 10

It takes positive service experiences to make up for one negative experience. C. 12 Source: Lee Resource Inc

What percentage of clients believe that their home health care provider always treats them with courtesy and respect? A. 66% B. 76% C. 86% D. 96%

What percentage of clients believe that their home health care provider always treat them with courtesy and respect? C. 86% D. Revised after training 96%

What percentage of field staff always arrive on time for a client visit? A. 50% B. 60% C. 70% D. 80%

What percentage of field staff always arrive on time for a client visit? A. 50% B. Revised after training 90%

What percentage of clients believe that the office always informs them about when a field staff will arrive for a client visit? A. 27% B. 37% C. 47% D. 57%

What percentage of clients believe that the office always informs them about when a field staff will arrive for a client visit? C. 47% D. Revised after training 80%

How many clients would definitely recommend us to their family or friends if they needed home health care? A. 46% B. 56% C. 66% D. 76%

How many clients would definitely recommend us to their family or friends if they needed home health care? D. 76% E. Revised after training- 96%

What is the most important thing that clients indicated could be done to improve the quality of service offered? A. Understand my needs and service plan. B. Be here on time and when you are supposed to be. C. Please don t have so many different workers come in. D. Please take time to explain things to me. E. A and B F. C and D G. All of the above

What is the most important thing that clients indicated could be done to improve the quality of service offered? G. All of the above

Trends These responses have improved since Customer Service Training has been implemented. Questions were first asked in Apr June 2013, when next asked: July to Sept 2013 Q1 2013 Q2 2013 Treated with Courtesy and Respect by Home Health Providers 86% 96% Service Worker arrived on time 50% 90% Informed the client about when field staff will arrive 47% 80% Would recommend the agency to family and friends 76% 96%

Changing the Conversation Aligns with good customer service Is there anything special you would like me to do today? Responsive Service I have 5 minutes left, what can I do for you? Effective Listening Is there anything I should tell the office or my supervisor? Taking Ownership

PSW Participant Comments I love everything that we discussed and learn more knowledge to provide a good customer service the training was really very helpful and educative especially the way we should communicate with our clients felt more confident in my abilities I will apply all I learned today on the job help with some question that clients ask the PSW- I now know how to answer better and politely

Office Staff Participant Comments What will I do differently as a result of this training? Listen more to client and staff smile on the phone Look at things from a client perspective Take the time to stop and listen and follow through More focus/attentive to client s need continue providing excellent customer service

Questions? jennifercoles@pathwaysinc.ca Julia_sommers@wecare.ca Contact Information