Customer Service

Recently our hospice team watched a webinar on the subject of customer service.  The guy teaching it ( Bryan Williams) was in charge of the guest relations department for the Ritz-Carlton hotel chain for years before going into business as an independent consultant.  His material was really good, so I started writing notes –  not so much because I thought it would be helpful in the hospice world, but because I thought it might be helpful in the church ministry world.

From my (random) notes:

  • The golden rule says treat others the way you want to be treated.
  • The platinum rule says treat others the way they want to be treated.
  • The double platinum rule says treat others the way they don’t even know they want to be treated.
  • Remember the 10’/4′ rule.  Anyone with in 10′ of you should always be acknowledged.  Anyone within 4′ of you should be engaged.
  • Recognize the difference between function and purpose.  Function is what you do; purpose is why you do it.  Make sure your team knows the purpose.
  • There are four basic steps of service: 1] a warm welcome using the person’s name,  2]  complying with wishes / anticipating needs, 3]  offering additional assistance, and 4] a gracious farewell.
  • Whatever you focus on improves.
  • Invest where the improvement comes the easiest.
  • Always give your team appreciation.  Without it they quit and leave.  Worse yet, sometimes they quit and stay.
  • Always get the input of your team.
  • Take advantage of every touch point.  Make deposits and not withdrawals.
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