Why Nurses and Case Managers Need to Know Customer Service
(6.8 Contact Hours)
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To successfully complete this course and receive your certificate, you must read the content online, pass the post test with a 70% or better, and complete the online evaluation form.

The price of this course is $39.00. You will only be asked to pay for the course if you decide to grade the post examination to earn a certificate with contact hours.

This activity was developed by Corexcel without support from any commercial interest.

It is Corexcel's policy to ensure fair balance, independence, objectivity, and scientific rigor in all programming. In compliance with the American Nurses Credentialing Center (ANCC) we require that faculty disclose all financial relationships with commercial interests over the past 12 months.

No planning committee member has indicated a relevant financial relationship with a commercial interest involved with the content contained in this course.

Corexcel's provider status through ANCC is limited to educational activities. Neither Corexcel nor the ANCC endorse commercial products.

 

 

Learning Objectives

After completion of Why Nurses and Case Managers Need to Know Customer Service the participant will be able to:

1. Define customer service.
2. Determine what contributes to customer satisfaction.
3. Explain why customer service will be even more important in the new millennium than it is today.
4. Focus on all of your customers, but recognize those who are truly assets to your organization over time.
5. Recognize and do something about those issues that will surely drive your customers away.
6. Describe the hallmarks of "unforgettable" customer service.
7. Determine if you, personally, are a "right fit" for a position where you have constant contact with customers.
8. Place customer service at the top of your priority list.
9. Practice "cutting edge" customer service every day in every way.
10. Determine which of the customer problem-solving strategies presented will work in you organization.
11. Incorporate dynamic attitudes and behaviors into your routine work that will insure that you are going "extra mile" every day with your customers.

 

 

Course Outline

I. What Exactly Is Customer Service / Customer Satisfaction?
 A. Don't Be Surprised If You Get Many Different Answers
 B. Good versus Bad Service

II. What's All the "Hoopla" About Customer Service Anyway?
 A. Evolving Trends in Employment
 B. Paradigm Shifting
 C. Retaining a Customer Base
 D. The Payoffs for You in Paying Attention to Them

III. Who Are Your Customers and Do You Really Know Them and What They Want From You?
 A. External Customers
 B. Internal Customers
 C. Use of Focus Groups
 D. The Survey / Follow-Up Approach
 E. The Informal "You" Approach

IV. What Drives a Customer Away, Perhaps Forever?
 A. The "Straws That Break the Customer's Back!"

V. What Keeps a Customer for Life?
 A. Something Called Value - Added Service
 B. Respect for and Commitment to the Customer Bill of Rights

VI. How Do You Know That You Are In the Right Place, At the Right Time With The Right Stuff?
 A. Tolerance for Customer Contact
 B. Your Attitude With Your Customers
   1. Approach – Avoidance
 C. Your Focus While at Work
   1. Production versus Service
 D. Determining Your Emotional Intelligence
 E. Credentials versus "People Powers" 

VII. How To Get Better 'n Better With Your Customers
 A. Customer – Focused Care Delivery
 B. Re-Prioritize Your Priorities and Re-tool Your Customer Service Toolbox.

VIII. Re-engineering Yourself
 A. Your Personalized Customer- Service Makeover!
   1. Body Language Revisited
   2. Your Voice? Yes, Your Voice!
   3. Hello? Is Anyone on the Other End of this Phone?
   4. And Your Attitude Towards Your Customer? Let's Take a Good Look at It.
   5. Lessons from the Energizer Bunny on "Going the Extra Mile!"
   6. Successfully Surfing the Waves of Challenging (Dare I Say Difficult) Customers and Situations

 

 

Foreword

I'm a nice customer. You all know me. I'm the one who never complains, no matter what kind of service I get.

I'll go into a restaurant and sit quietly while the waiters and waitresses gossip and never bother to ask if anyone has taken my order. Sometimes a party that came in after I did gets my order, but I don't complain. I just wait.

And when I go to a store to buy something, I don't throw my weight around. I try to be thoughtful of the other person. If a snooty salesperson gets upset because I want to look at several things before making up my mind, I'm just as polite as can be. I don't believe rudeness in return is the answer.

The other day I stopped at a full service gas station and waited for almost five minutes before the attendant took care of me. And when he did, he spilled gas and wiped the windshield with an oily rag. But did I complain about the service? Of course not.

I never kick. I never nag. I never criticize. And I wouldn't dream of making a scene, as I've seen some people do in public places. I think that's uncalled for. No, I'm the nice customer. And I'll tell you who else I am.

I'm the customer who never comes back!

When I get pushed too far, I just take my business down the street to places where they're smart enough to hire and train people who appreciate nice customers. And the world is filled with nice customers, just like me, who can put anyone out of business.

I laugh when I see you frantically spending your money on expensive advertising to get me back, when you could have kept me with a few kind words, a smile, and some good service.

I don't care what business you're in. Maybe you live in a different town; maybe I've never heard of you. But if you're going broke or your business is bad, maybe there are enough people like me who do not know you. I'm your customer who never comes back.

---Author Unknown