Exceptional Customer Experience Yes! It Can Happen in HR! Lei - - PowerPoint PPT Presentation

Exceptional Customer Experience – Yes! It Can

Happen in HR!

Lei Lonni Giroux Acting Director, Talent Acquisition Group Office of Human Capital Centers for Medicare & Medicaid Services

How’s the Aftertaste?... You have to pay the “PRICE” for good service

Put yourself in the customer’s shoes; read your response to the customer as though you had just received it. The rate your responses on each factor.

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RESULT

What I got.

TREATMENT Priority “Somebody is listening to and paying attention to

me.”

Respect “I am being treated respectfully and as an

individual.”

Involvement “The person I’m dealing with genuinely

cares about the question I have or the problem I’m trying to solve.”

Communication “The person I’m dealing with is keeping

me in the information loop.”

Effort “The person I’m dealing with is making a sincere

effort to give me what I want or need.”

Information Action

Did I get what I needed? Did I understand it?

Did I get what I wanted? If not, was it fair?

Controlling the Aftertaste…sending the right message

• The I/You Connection. How to build rapport without sacrificing

professionalism.

• Extend a Helping Hand. Getting the message right.
• Turn Ultimatums into Offers. How to play win-win with customers.
• Tame and Explain. “I feel worse than you.”
• Keep the Sunny Side Up. When to lead with the good news.
• Bitter Medicine. How to deliver bad news.

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The I/You Connection… Personal touches

Impersonal Personal This letter is in response to this morning’s phone conversation I’m happy we had a chance to talk this morning. Further information can be obtained by calling our

• ffice.

If you need any more information, please don’t hesitate to give me a call. This letter is to inform you that…. I’m writing to let you know…. Pursuant to this morning’s conversation…. As you and I discussed on the phone this morning…. Upon receipt of the credit voucher, the shipment will be forthcoming…. As soon as we receive the voucher, we’ll ship you the merchandise.

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Extending a helping hand… making things easier

Information Message Instead of: Our policy states that all agreements must be signed by both the purchasing agent and the manager who will be

• perating the vehicle.

If both signatures are not forthcoming by April 2, this

• ffer will no longer be valid.

This: To get this project rolling, all I need is two signatures:

• ne from the purchasing agent, and the other from the

manager who will be operating the vehicle; and it’s important that I have them by April 2. Please let me know if that’s a problem for you. Here’s an obstacle. Here’s another obstacle. I’m here to help. I’m here to help.

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Extending a helping hand… making things easier

Information Message Instead of: The agreement must be in our office by March 4 if the prices specified in the proposal are to be valid. This: In the event the prices we quoted you in the proposal go up over the next few months, I would like to make sure that you are not affected. I can give you this guarantee if I receive the agreement between now and March 4. Here’s an obstacle. I’m here to help. I’m here to help.

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Extending a Helping Hand… making things easier

Obstacle Helping Hand It is required… All we need… Our policy states that… What we generally prefer… or Our normal procedure is…. You claim that… You view as I understand it… It has come to our attention… We have just learned… In accordance with our agreement… As we agreed… or As you and I discussed… Your failure to comply… If, for some reason, you are unable to meet the deadline… In compliance with your request… As you asked me to do… If this requirement is not met… If for some reason you can’t…

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Turning ultimatums into offers… let’s play win-win

Ultimatum Offer of Assistance If you don’t submit the reply card by January 1, you will no longer be covered. We would be delighted to extend your coverage if we could get your reply card before January 1. If you can’t give me your I.D. number, I can’t issue you a password. As soon as I get your I.D. number, I can issue you a password. You’re not to get a bedtime story until you clean up your room. As soon as your room is cleaned up, I can read you a bedtime story.

The formula works by allowing you to work separately on each part: the first part focuses on what you can do; the second focuses on what you need (the requirement).

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Tame and Explain … “I feel worse than you!” Instead of: This letter is in response to the request you sent on March 5, 2018 in which you complained about the service you received at your local Buffalo Berger

• restaurant. Two of the waitresses who were supposed to work that night called in

sick. This: I’m writing first of all, to tell you how distressed I was to hear abut the problems you experienced during a recent visit to your local Buffalo Burger restaurant (Empathy) Having to wait more than 45 minutes for your order, particularly when you are with young children, is not a pleasant experience, and I can certainly see why you were upset (Validation) Second, I’ve looked into the problem, and I’d like to explain to you what happened.

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Sunny Side Up … Looking at the brighter side

When delivering both good and bad news, and the good news outweighs the bad. Bad news first: We are unable to honor the claim you submitted on August 5 for the error in your astrological forecast. The seven other claims you submitted at that time have been approved, and a check for the total has been enclosed. Sunny Side Up: I am happy to be enclosing a check to cover seven claims that you submitted on August 5. Unfortunately, we were unable to honor the claim for the astrological forecast because such forecasts are not covered in your policy.

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Bitter Medicine… when the news is all bad – PACER

When the news you have to deliver is almost certain to upset or anger the reader, a reliable sequence to following is represented by the acronym PACER:

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Prepare

• Brace people for the news that is about to come
• Communicate that you did your best
• Begin with a consoling phrase

Announce

• Express the bad news simply and directly

Console

• Show empathy

Explain

• Describe in reasonable detail the rationale behind the decision.

Recommend

• Recommend a reasonable next step (without committing

yourself to something you can’t fulfill)

Bitter Medicine… when the news is all bad – PACER

Instead of this: Your claim has been denied because the procedure listed in the claim is not currently covered by Medicare. We sincerely regret any inconvenience this situation may have caused you. Or this: Thank you for your recent inquiry. The claim you submitted has been investigated, and it has been found that the procedure listed in the claim is not covered by Medicare. We regret any inconvenience this situation may have caused you. PACER: I wish I had better news for you (Prepare), but I’m afraid we are unable to reimburse you for the claim you submitted on June 12,

• 2016. (Announce)

Because the amount of the claim is substantial, I can certainly sympathize with your situation. (Console) Unfortunately, though, there is very little we can do in cases such as this, where the procedure listed in the claim is not currently covered by Medicare. (Explain) I see from your records that you have supplemental insurance with a private insurer. My suggestion is that you talk to them and find out whether your private insurance covers this procedure. (Recommend)

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How’s the Aftertaste?... You have to pay the “PRICE” for good service

To use: Put yourself in the customer’s shoes; read your letter to the customer as though you had just received it. The rate your responses on each factor.

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RESULT “I got what I wanted or needed.” _________ (Yes = 25; No = 0, and go to next question) (If not) “The result was ‘fair.’” ________ (scale: 0 to + 25) TREATMENT Priority “Somebody is listening to and paying attention to me.” (scale: -10 to +5) _________ Respect “I am being treated respectfully and as an individual.” (scale: -10 to +5) _________ Involvement “The person I’m dealing with genuinely cares about the question I have or the problem I’m trying to solve.” (scale: -10 to +5) __________ Communication “The person I’m dealing with is keeping me in the information loop.” (scale: -10 to +5) ___________ Effort “The person I’m dealing with is making a sincere effort to give me what I want or need.” (scale: -10 to +5) ___________ Total Score (out of possible 50) _________

Key Takeaways

• Use personal pronouns to “warm” your message
• Adopt an attitude of “I’m here to help” instead of “here’s an obstacle”
• Turn ultimatums into offers – it’s all in how you phrase it
• Lead with the good news
• Never use regulations or laws as a barriers to providing an exceptional

customer experience

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Contact Information

• Lei Lonni Giroux
• CMS, Office of Human Capital,

Talent Acquisition Group

• leilonni.giroux@cms.hhs.gov
• 410-786-4175

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