10 Service Behaviour.pdf
- 2. Commit to quality service Quality is a comprehensive concept. It must permeate every aspect of the company, no exceptions. Quality is also a clear and practical result of a company’s culture and management commitment. True customer satisfaction comes from a quality relationship. Quality also means a culture of continuous improvement, a clear management system for the environmental issues, and comprehensive effort to ensure that these principals are applied to everything the company does.
- 3. Know your products It is not only very important to know the wide range of products available for the business, whereas it is equally important to understand the functionality of all the products. It is because each and every employee should be able to explain and demonstrate the services. The confidence in the employee reciprocates the same in the patient as well.
- 4. Know your customers To know your customer means that it is very improtant to remember and identify their requirements and needs. This will help you to recall one's priorities and preferences. Whereas it will give a fair chance to create a strong impression that he is being well taken care of.
- 5. Treat people with courtesy When it comes to courtesy and respect, most standards of behavior are basics, but they are easily overlooked if you are not intentional about using them with every patient, every time. Our non-verbal cues and tone of voice communicate much more to our patients than our actual words. Courtesy and respect are conveyed through much more than just the words we say.
- 6. Never argue with the customers Disrespectful behavior can arise in any health care setting, and both the stressful nature of the environment and human nature play roles in this destructive behavior. We are driven to function in “survival” mode when forced to cope with difficult personal frustrations and system failures. Arguument can lead to non confidence in the service and can loose the patient too.
- 7. Don‟t leave patients clueless Dont be a person who leaves the patients uninformed. Even though in a situation if a delay happens, a bare minimum you can do is to inform the patient gently ablot the delay, and how soon the procedure can start. Keeping the patients informed will result in building relationship and confidence in the organisation
- 8. Always provide what you promise Never promise anything that is not possible. Whatever you promise should be done in the committed time frame. Always believe in yourself and say "Yes you Can" and make things happen. Keep the communication clear and transparent. No miscommunication should happen.
- 9. Show empathy empathy is the ability to understand and share the feelings of another person emotionally. It is a necessary part of any hospital-patient relationship, and its expression creates an alliance between you and the patient, assuring them that you care about them
- 10. Focus on customers not sales This means that the customer sales are important but the service provided is even more important, because if the customers don't get what they deserve they will never come back An unhappy customer will become a mode of Demarketing as well. In the service industry with this huge competition is is very important to live upto the customers expectations.
- 11. Make it easy to buy - FABING Sales is all about what the customer wants to buy, not what you want to sell. ensure to understand the customer needs first. Show empathy so that it gives a fair chance for him to open up. After understanding the complete requirement you can sell his requirements.