Customer Service Excellence

  1. Perhaps many of you, like me, are forced.. er, I mean, encouraged to attend this mandatory 4 hour torture, er, I mean, inservice that hospitals and major employers require their employees to endure, er, I mean, attend.

    May I just say that my life is now so totally enriched with the vast amount of information I had never imagined could be so crucial to my development as a human being. 4 hours of group scenarios, overhead transparencies, and instruction on providing excellent customer service. I have now reached my highest stage of self-actualization and life fulfillment.

    How may I touch each of you with my vast knowledge and learned excellence in customer service? I missed a small portion because they waited so long to take a break, although I was tempted to stay and share..
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  2. 34 Comments

  3. by   l.rae
    Ya gotta love costomer service in the ER.....had a pt sign out AMA the other day...she signed her name F$cke (yes, she put an e on the end of the F word) You.....sounds kind of Aisian huh?...Gee now LV...can you teach me how to have theraputic communication w/ morons?.....they didn't cover this in my Service Plus inservice
    ...........LR
  4. by   LasVegasRN
    My question was if the PHYSICIANS were required to attend this class also on CUSTOMER SERVICE since WE are internal customers serving external customers and all customers SERVE EACH OTHER.
  5. by   l.rae
    you mean you asked them this question??....what did they say?
  6. by   LasVegasRN
    "We cannot make their attendance mandatory due to their schedules, but we highly recommend their attendance".
  7. by   renerian
    All I can say is your really made me laugh..................hahahahah

    renerian
  8. by   canoehead
    I guess working mother on nights are less pressured...
  9. by   spineCNOR
    Vegas, I don't have the words to express how extremely proud I am for you, being the recipient of such an enriching experience!

    I always wonder why--instead of having cheesey training, such as the one you described--why can't hospital management offer useful training such as coping with work-related stress.

    But wait--if they offered stress management classes to staff they would be acknowledging that we have stressful jobs--THEN we could sue their a**es when we have our nervous breakdowns!!!
  10. by   deespoohbear
    we had to attend one of those mandatory customer service things too, but ours was only 2 hours long. sadly, the ones who needed it the most (physicians) weren't required to attend. i love the line about being busy with their schedules and all.

    hello, mr/ms administrator: this may come as a total suprise to you, but the rest of us have lives and busy schedules too!! just because someone has md behind their name doesn't make them any more valueable than us, just makes them better paid.

    that really frosted my cookies!! if any group of people could ever use an inservice on customer service, it would be the physicians. (at least a good portion of them). hey, while we are at it, lets make the families attend this inservice. give them an idea on how they are to behave.
  11. by   spineCNOR
    AMEN, deespoohbear!!!!!!!
  12. by   LasVegasRN
    I second that amen.
  13. by   studentOH
    I'm just praying my "year of medsurg" goes fast so I can hurry and get into corrections!

    Brian
  14. by   NRSKarenRN
    Spent 2 eight hour days last week being entertained by the Studer Group and have another Eight hour session next week as I've been appointed "Champion" for physicians. Organization has learned they need to pay attention to the INTERNAL customer = their staff as a way of improving EXTERNAL customer satisfaction = patients and growing the business.

    Key phrases at key times ie "I have the time, is their anything else I can do for your before I leave" was proven to decrease call bell use. OTHER similar phrasing is considered acceptable. The need for customer recovery (staff/patients) emphasized.

    Gee, when I worked in the hospital 10 years ago that was part of my daily lingo...noticed at times I had fewer call lights winking that other staff at times so guess ahead of the game and didn't realize it---just a "trick of the trade" passed on by senior RN's who mentored me. I also would round and let patients know if In knew I would be tied up "with a patient emergency, assisting doc in procedure for next 45 minutes" also helped.

    Heard many scenerios posted here from other nurses discussed---all in a fun, relaxed, low pressure atmoshphere with many belly laughs. " Nursing Shortage---treat the nurses right" was HEAVILY emphasized. Look at workflow process to make nurses lives easier eg.: back saving devices, correct par amounts of linens /supplies available 24/, physicans accountability for their actions with no tolerance for abuse stressed.

    Organization has come to realize they will not be a #1 teaching, research or speciality hospital but can be a great group of cooperating community hospitals and facilities and long term committment to this program stressed.

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