Customer Service Excellence - page 2

1. 
   Oct 3, '02

   Occupation: Utilization Review, prior Intake Mgr Home Care Specialty: 40 year(s) of experience in Home Care, Vents, Telemetry, Home infusion ; From: PA, US ; Joined: Oct '00; Posts: 27,548; Likes: 13,755

   P.S.: Bravo Deespoohbear!!
   
   Had 4 docs in audience of 700 in attendance at our seminar.
2. 
   Oct 3, '02

   Joined: May '02; Posts: 399; Likes: 8

   Originally posted by LasVegasRN
   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..
   

   
   I have a headache from reading that. It's either the sugar or the bull meter. :kiss
3. 
   Oct 3, '02

   Occupation: Haemetology nurse Specialty: Oncology/Haemetology/HIV ; From: US ; Joined: May '02; Posts: 7,040; Likes: 7,483

   How about management taking a customer service class on how to serve their internal customers as in their staff nurses. So they can retain us??????
4. 
   Oct 3, '02

   Joined: Oct '00; Posts: 10,236; Likes: 64

   Were those mandatory for every nurse in the entire country or what? Ours were only an hour, but they've done 2 rounds, with another to follow. They think we're so dumb we could only handle it in small doses.
   
   So much for mandatory. I didn't go. I'm a rebel.
   
   Heather
5. 
   Oct 3, '02

   Occupation: RN Case Manager Joined: Apr '02; Posts: 4,945; Likes: 27

   Originally posted by OBNURSEHEATHER
   ...So much for mandatory. I didn't go. I'm a rebel.
   
   

   Oooh. Don't be surprised if someone from HR comes up behind you, points and makes that hawking sound like from "Invasion of the Body Snatchers". Resistance is futile!!
6. 
   Oct 3, '02

   Joined: Oct '00; Posts: 10,236; Likes: 64

   Actually, a few weeks ago, our unit educator gave me the handouts and asked me to sign a paper staing that I went over them (since I wasn't able to attend). When I signed, I noticed the sigs of all my coworkers, and saw it was the actual attendance sheet for the seminar.
   
   Damn, I'm slick.
   
   Heather
7. 
   Oct 3, '02

   Joined: Nov '00; Posts: 931; Likes: 18

   LasVegasRN, I must say that because I am currently out on a medical leave, I missed our yearly customer service inservices. I am truly distraught, since I am sure that, like you, I have missed a tremendously insightful and useful tool in dealing with customers. Could you please inform me where I might attend another? My life is incomplete since I haven't had one this year.
8. 
   Oct 3, '02

   Joined: Oct '00; Posts: 10,236; Likes: 64

   
   
   Stop. You're killing me.
   
   Heather
9. 
   Oct 3, '02

   Occupation: none-retired Joined: Jun '02; Posts: 1,085; Likes: 10

   I haven't attended any enrichment inservices for several years. I guess I am enrichment deprived. I once made a suggestion to administration that they hire 10 nurses to do nothing but go to meetings. That way everyone would be happy, the inservice presenters would be happy because they would be guaranteed an attendance of 10, the nurses who went to the meetings would be happy because that is all they would do, and the rest of us would be happy because we could actually do our job. They didn't think it was as funny as I did.
   
   Pappy
10. 
    Oct 3, '02

    Occupation: RN Case Manager Joined: Apr '02; Posts: 4,945; Likes: 27

    Hee - I think Pappy and I should attend the same enriching class for our mutual enrichment of getting tossed out. :chuckle
11. 
    Oct 4, '02

    Joined: May '02; Posts: 979; Likes: 11

    Vegas, I just finished a seven week series of customer service classes. The initial class was 4 hours, then there were six more weekly classes of an hour each. Every hospital employee has to attend, and they are telling us it will take about three years for all employees to get through the program. In addition to the money it is costing the hospital, it is a waste of time. I learned nothing new from the program, and I have not noticed a change in the behavior of any of the others who were in my group. We also have a "service recovery" program where we are giving gift baskets to patients who complain. This program seems to be working very well. There was a patient discharged last week with three baskets. Maybe she learned how to work the system? Of course, administration is very enthusiastic about both of these programs. We are still the lowest paid in our area, but we know how to give good customer service.

    Last edit by RNinICU on Oct 4, '02
12. 
    Oct 4, '02

    Joined: Sep '01; Posts: 16,606; Likes: 680

    Uhhhhhhh....CUSTOMER SERVICE........What's that? I thought Customer Service was something that our country's budget couldn't handle anymore, so it was canned at the last Congressional, Senate, and House meetings....right before Christmas.......as usual.........many years ago.
13. 
    Oct 4, '02

    Occupation: none-retired Joined: Jun '02; Posts: 1,085; Likes: 10

    LMAO RNinICU 3 baskets huh? Sorta like what we used to call a multiple armbander in ER, one of those pts who had an armband from every hospital in the city. They were never with it enough to remove them. Pretty soon you will be referring to pts by the number of baskets they got the last time they were admitted. Still LMAO.
    
    Pappy

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