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HILL=
SBOROUGH
COUNTY HEALTH DEPARTMENT |
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BEHAVIORAL STANDARDS 1.= You are an amb= assador of the Hillsborough County Health Department. Create an environment of hospitality. 2.= Acknowledge customers promptly when they come into your work area. 3.= Greet customer= s in a friendly, polite, and courteous manner. Use the customer's name, if appropriate. Maintain appropriate eye contact. 4.= For telephone contacts, answer the phone promptly. State your name and the name of your department. 5.= Listen to cust= omers' needs, giving them your full attention. 6.= Actively seek = to fully understand the customer's needs, before forming or offering a solution. Ask questions to clarify customer needs. 7.= Display a = 7;can do” attitude. Tell customers how we can help rather than what we can= 't do. Show empathy and a willingness to help. 8.= Attempt to fin= d the answer or solution when you do not immediately know the answer to a customer's question. 9.= Provide custom= ers with options and alternatives when unable to fulfill their requests. 10= . Establish an environment that provides for the confidentiality of client health matters. Move to a private area for discussions of a clinical nature. 11= . Focus on quality—aim for error-free, problem-free service. 12= . Whoever receives a complaint will= own it, and will actively work to resolve the complaint to the customer's satisfaction. 13= . When receiving a complaint, remain calm, courteous and respectful, even if the client is upset or agitated. = 14= . Look for and respond to opportuni= ties for service recovery with dissatisfied customers. Offer an apology,= and work to resolve the customer's problem. Offer a solution that is ti= mely (fast and convenient) and that the customer feels is just and fair. 15= . Consider customer complaints as feedback and an opportunity to improve service, when feasible. 16= . Whenever service is delayed, keep= the customers informed of their status, providing them with alternatives. 17= . Each employee will identify opportunities for continuous improvement in customer service and will off= er appropriate solutions. |
ORGANIZATIONAL STANDARDS 1. Designate an employee or employ= ees to facilitate the resolution of customer complaints. 2. Respond to requests for informa= tion in a prompt manner. 3. Provide easy access (telephonic, electronic or directly to an employee) to departments to respond to custo= mer complaints. 4. Develop a process for upper-lev= el review of any complaints not resolved at the department level. 5. Develop and implement customer satisfaction measures. 6. Employ a system that tracks resolution of customer complaints. 7. Provide statistical data on cus= tomer complaints. Use this data when conducting management and budget planning activities. 8. Provide employee training on cu= stomer service to include resolution of customer complaints and service recovery= . 9. Include a goal regarding custom= er service in the department's strategic plans. 10.Conduct interdepartmental discussions on methods of providing and improving custo= mer service. 11.Establish a phon= e menu system that is responsive and friendly with no more than three levels bef= ore a customer can talk to an employee. Voice mail systems must allow t= he caller to opt out of the message to reach an employee. 12.Create facilitie= s and processes that afford confidentiality of sensitive matters. 13.Create facilitie= s that allow effective, friendly, polite, and courteous communication with our customers.
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Adopted from The 2004 |