This short booklet is a terrific guide to customer service essentials for frontline staff. Rich with interactive exercises and self-help tools, staff become clearer on the Sixteen House Rules of Customer Service in health care. They also raise their awareness of their own current behavior compared to the behaviors that reflect great customer service. This booklet makes a great recognition gift and support for individual coaching or staff development with groups.

• Who Are Your Primary Customers?
• Why Is Customer Service So Important?

• Giving Customers No Less Than 100 Percent
• Your Moments of Truth
• Change and Its Effects on Your Customer Orientation
• Do You “Know Thyself?”

• Greeting Protocol
• Initiating Small Talk
• Helping People to Find Their Way
• What Can You Thank People For?
• Anatomy of a Great Face-to-Face Explanation
• Helping to Keep People Informed
• Anticipating Opportunities to Be Helpful
• When Do You Keep Customer Waiting?
• Privacy and Confidentiality
• Gentle Handling
• When is Dignity Threatened?
• What’s “Not Your Job” and How Can You Act Like It Is?
• Effective Handling of Complaints
• Noise Audit
• Telephone Check-Up

• Rate Yourself
• Ask a Coworker to Rate You
• You Are Your Organization!