2.7 acp customer service
DESCRIPTION
Basic Customer Service Presentation Designed for EMSTRANSCRIPT
ACP Academy Section 1: Administrative Module 2.7 Customer Service
The Ada County Way: The Ada County Way: Customer ServiceCustomer Service
The Ada County WayThe Ada County Way
ACP Academy
Module 2.7 Customer Service
ACP Academy Section 1: Administrative Module 2.7 Customer Service
Presentation InformationPresentation Information
• Last revised 06/01/2011Last revised 06/01/2011
• For more information contact Steve Cole For more information contact Steve Cole @[email protected]@[email protected]
ACP Academy Section 1: Administrative Module 2.7 Customer Service
ObjectivesObjectives
• Identify the 4 customer groupsIdentify the 4 customer groups
• Discuss expectations in customer service Discuss expectations in customer service at ACP.at ACP.
• Communications SkillsCommunications Skills
• STAR-CARESTAR-CARE
ACP Academy Section 1: Administrative Module 2.7 Customer Service
Mission StatementMission Statement
• Our mission is to enhance the Health, Our mission is to enhance the Health, well-being and quality of life of the well-being and quality of life of the people of Ada County.people of Ada County.
ACP Academy Section 1: Administrative Module 2.7 Customer Service
Vision StatementVision Statement
• We will focus on acute medical and trauma We will focus on acute medical and trauma services and development of our skills to provide services and development of our skills to provide the best possible the best possible service service in these essential in these essential areas of care.areas of care.
• We will continue to adapt to the ever-changing We will continue to adapt to the ever-changing needs of the people we needs of the people we serviceservice, recognizing , recognizing that educational public information and training that educational public information and training programs will continue to be an integral part of programs will continue to be an integral part of our our services.services.
ACP Academy Section 1: Administrative Module 2.7 Customer Service
ValuesValues• Ada County EMS will achieve its mission through a philosophy, Ada County EMS will achieve its mission through a philosophy,
which values and supports: which values and supports: – Quality and continuous improvements in patient care. Quality and continuous improvements in patient care. – Professionalism, education and career development of our staff.Professionalism, education and career development of our staff.– Responsible, efficient and effective use of our resources. Responsible, efficient and effective use of our resources. – Respect for the contribution each staff member makes to the Respect for the contribution each staff member makes to the
delivery of patient care.delivery of patient care.– Rights of patients, families, public, staff and allied professionals Rights of patients, families, public, staff and allied professionals
to be treated in a dignified, courteous, confidential, and to be treated in a dignified, courteous, confidential, and respectful manner.respectful manner.
– A strong commitment through A strong commitment through serviceservice and education to the and education to the people and communities we people and communities we serveserve..
– Ongoing Quality Improvement and training programs to maintain Ongoing Quality Improvement and training programs to maintain the professional certifications and technical proficiency of our the professional certifications and technical proficiency of our staff.staff.
ACP Academy Section 1: Administrative Module 2.7 Customer Service
Service ServiceService Service Service!Service!
ACP Academy Section 1: Administrative Module 2.7 Customer Service
What was your First Job?
ACP Academy Section 1: Administrative Module 2.7 Customer Service
Why do I have to know this stuff?Why do I have to know this stuff?
EverybodyEverybody is a Customer is a Customer
Good Experience – They Tell 5 peopleGood Experience – They Tell 5 people
Bad Experience – 15 PeopleBad Experience – 15 People
But they (hardly) NEVER TELL YOU!But they (hardly) NEVER TELL YOU!
EVEN IN A EVEN IN A NO CHOICENO CHOICE ENVIRONMENT ENVIRONMENT
(Q: Are we in a “no choice” environment?)(Q: Are we in a “no choice” environment?)
ACP Academy Section 1: Administrative Module 2.7 Customer Service
Customer ServiceCustomer Service• cus·tom·er (k s t -m r) cus·tom·er (k s t -m r) n.n.
– 1. 1. One that buys goods or services.One that buys goods or services.– 2. 2. InformalInformal An individual with whom one must deal: a tough customer. An individual with whom one must deal: a tough customer.
• ser·vice (sûr v s) ser·vice (sûr v s) n.n.– 1. 1.
• a. a. Employment in duties or work for another, as for a government: has been Employment in duties or work for another, as for a government: has been in the company's service for 15 years.in the company's service for 15 years.
• b. b. A government branch or department and its employees: the diplomatic A government branch or department and its employees: the diplomatic service.service.
– 2. 2. • a. a. The armed forces of a nation: joined the service right after college.The armed forces of a nation: joined the service right after college.• b. b. A branch of the armed forces of a nation.A branch of the armed forces of a nation.
– 3. 3. The performance of work or duties for a superior or as a servant: The performance of work or duties for a superior or as a servant: found the butler's service to be excellent.found the butler's service to be excellent.
– 4. 4. Work done for others as an occupation or business: has done service Work done for others as an occupation or business: has done service for us as a consultant.for us as a consultant.
The American Heritage® Dictionary of the English Language, The American Heritage® Dictionary of the English Language, Fourth Edition copyright ©2000 by Fourth Edition copyright ©2000 by Houghton Mifflin Company. Updated in 2003. Published by Houghton Mifflin Company. All rights reserved.
ACP Academy Section 1: Administrative Module 2.7 Customer Service
Customer ServiceCustomer Service
• ““Customer service”Customer service” is an organization's is an organization's ability to supply their customers' wants ability to supply their customers' wants and needs.and needs.
• What is the difference between a “need” What is the difference between a “need” and a “want”and a “want”– Which is more important?Which is more important?– Which will get you in trouble for not meeting? Which will get you in trouble for not meeting?
ACP Academy Section 1: Administrative Module 2.7 Customer Service
Four Customer GroupsFour Customer Groups
• YourselfYourself
• Co-workers and other medical Co-workers and other medical professionalsprofessionals
• Other agenciesOther agencies
• OUR PATIENTSOUR PATIENTS (and the Public) (and the Public)
ACP Academy Section 1: Administrative Module 2.7 Customer Service
Yourself?Yourself?
• You have a responsibility to SEEK personal and You have a responsibility to SEEK personal and professional growthprofessional growth– ACP has no use for stagnant people or providers. ACP has no use for stagnant people or providers. – Fight the urge to “treat at the level of your graduation”.Fight the urge to “treat at the level of your graduation”.– Learn , Learn, Learn. Teach, Teach , Teach.Learn , Learn, Learn. Teach, Teach , Teach.
• You have a responsibility to SEEK job satisfaction.You have a responsibility to SEEK job satisfaction.– It will not be given to youIt will not be given to you– Bitterness is self destructive personally and professionallyBitterness is self destructive personally and professionally– Turn dissatisfaction into satisfaction, use it as MOTIVATION to Turn dissatisfaction into satisfaction, use it as MOTIVATION to
change. See below.change. See below.
• You have a responsibility to make a POSITIVE and You have a responsibility to make a POSITIVE and LINGERING mark on ACPLINGERING mark on ACP– This will take years, so start now!This will take years, so start now!
ACP Academy Section 1: Administrative Module 2.7 Customer Service
Speaking of Your Attitude….Speaking of Your Attitude….
ACP Academy Section 1: Administrative Module 2.7 Customer Service
ACP Academy Section 1: Administrative Module 2.7 Customer Service
ACP Academy Section 1: Administrative Module 2.7 Customer Service
ACP Academy Section 1: Administrative Module 2.7 Customer Service
Co-Workers and Other Medical Co-Workers and Other Medical Professionals?Professionals?
• Crews you relieveCrews you relieve
• Crews who relieve youCrews who relieve you
• SupervisorsSupervisors
• StudentsStudents– No “X”No “X”– Education, not observationEducation, not observation
• Hospital StaffHospital Staff
• Medical First Responders/QRU’sMedical First Responders/QRU’s
ACP Academy Section 1: Administrative Module 2.7 Customer Service
Other Agencies?Other Agencies?• Fire DepartmentsFire Departments• Police DepartmentsPolice Departments• EMAEMA• Other EMSOther EMS• Educational InstitutionsEducational Institutions• Health Care FacilitiesHealth Care Facilities
– Yes that includes nursing homes and assisted Yes that includes nursing homes and assisted living facilitiesliving facilities
• State EMSState EMS
ACP Academy Section 1: Administrative Module 2.7 Customer Service
The Patient and the Public?The Patient and the Public?
• PatientPatient• Family and friendsFamily and friends• BystandersBystanders• Contracting Agencies and OrganizationsContracting Agencies and Organizations
– BSUBSU– Expo Idaho (W.I.F. and Les Bois)Expo Idaho (W.I.F. and Les Bois)
• They want:They want:– Quick / safe / skillful / caring / effective / Quick / safe / skillful / caring / effective /
complete follow upcomplete follow up
ACP Academy Section 1: Administrative Module 2.7 Customer Service
Remember…..Remember…..
• The butt you chew today is the one you The butt you chew today is the one you may kiss tomorrow…..may kiss tomorrow…..
• The back you watch today is the one who The back you watch today is the one who will watch yours tomorrowwill watch yours tomorrow
ACP Academy Section 1: Administrative Module 2.7 Customer Service
Ground RulesGround Rules1.1. Our essential mission and number one priority Our essential mission and number one priority
is to deliver the best possible service to our is to deliver the best possible service to our customerscustomers
2.2. Always be nice--treat everyone with respect, Always be nice--treat everyone with respect, kindness, patience, and considerationkindness, patience, and consideration
3.3. Consider how you and what you are doing Consider how you and what you are doing looks to otherslooks to others
4.4. Treat folks as you would want to be treatedTreat folks as you would want to be treated- - Alan BrunaciniAlan Brunacini
Chief (Ret.) Pheonix F.D.Chief (Ret.) Pheonix F.D.
ACP Academy Section 1: Administrative Module 2.7 Customer Service
Food for thoughtFood for thought
• Ever hear:Ever hear:– ““He joined He joined thethe Service”? (Meaning the Service”? (Meaning the
military)military)– ““She is in She is in thethe Fire Service”? Fire Service”?
ACP Academy Section 1: Administrative Module 2.7 Customer Service
Q: Why is the Emergency Q: Why is the Emergency Medical Service never spoken of Medical Service never spoken of
this way?this way?(and what are (and what are youyou going to do to change this?) going to do to change this?)
Our attitudes toward ourselves and others determine others Our attitudes toward ourselves and others determine others attitudes to us.attitudes to us.
Do we view ourselves in SERVICE? Do we view ourselves in SERVICE? Do others view us in SERVICE?Do others view us in SERVICE?
Or…Or…Do they view us as just another job….Do they view us as just another job….
ACP Academy Section 1: Administrative Module 2.7 Customer Service
Service Service ServiceService
Service! Service!
ACP Academy Section 1: Administrative Module 2.7 Customer Service
Expectations and Perceptions Expectations and Perceptions
ACP Academy Section 1: Administrative Module 2.7 Customer Service
ExpectationsExpectations
• What are you expecting…What are you expecting…About your dutiesAbout your duties
Your PartnersYour Partners
Your FTOsYour FTOs
About your employerAbout your employer
About the community you serve?About the community you serve?
ACP Academy Section 1: Administrative Module 2.7 Customer Service
ExpectationsExpectations
• What is expected of you by…What is expected of you by…Your employer?Your employer?
The community? The community?
Your partner? Your partner?
Your FTOs?Your FTOs?
ACP Academy Section 1: Administrative Module 2.7 Customer Service
PERCEPTIONS: The First 7 PERCEPTIONS: The First 7 SecondsSeconds
- - WHATWHAT you say you say
- The - The WAYWAY you say you say itit
- What they - What they SEESEE
Body LanguageBody Language
AppearanceAppearance
ActionAction
ACP Academy Section 1: Administrative Module 2.7 Customer Service
PERCEPTIONS:PERCEPTIONS:• Perception IS REALITYPerception IS REALITY• It takes one “Ohhh S***” to ruin 10 “Atta-boys”.It takes one “Ohhh S***” to ruin 10 “Atta-boys”.• Most people don’t sue or complain about “nice” Most people don’t sue or complain about “nice”
people regardless of competence. people regardless of competence. – Sometimes the most competent paramedics are the Sometimes the most competent paramedics are the
poorest “people persons”. poorest “people persons”. – The public doesn’t care about your competence. They The public doesn’t care about your competence. They
care that YOU CARE.care that YOU CARE.• Remember to CARE about your patient, their Remember to CARE about your patient, their
family, and others.family, and others.• BE nice don’t just ACT nice.BE nice don’t just ACT nice.
ACP Academy Section 1: Administrative Module 2.7 Customer Service
PERCEPTIONSPERCEPTIONS• When you enter someone’s house – mind the cot and equipment!When you enter someone’s house – mind the cot and equipment!• Be respectful to kids and pets too!Be respectful to kids and pets too!• Watch your boots. Are they Dirty? Watch your boots. Are they Dirty? • If its closed, leave it closed.If its closed, leave it closed.• Pick up your trash.Pick up your trash.• Treat Treat theirtheir stuff like it was stuff like it was youryour stuff. stuff.• Explain in simple understandable terms what is going on. Explain in simple understandable terms what is going on. • Treat everyone like they are your mom. Treat everyone like they are your mom. • How do you address the patient?How do you address the patient?• When you answer the phone – If you call a stations does it instill When you answer the phone – If you call a stations does it instill
confidence?confidence?• When shifts change – Are you respectful of your co-workers?When shifts change – Are you respectful of your co-workers?• Help carry the patient. Help get the cot. Help carry the patient. Help get the cot.
ACP Academy Section 1: Administrative Module 2.7 Customer Service
Be an Ambassador!Be an Ambassador!
ACP Academy Section 1: Administrative Module 2.7 Customer Service
What do WE expect…What do WE expect…
• Regard everyone as a potential customer Regard everyone as a potential customer • Try to meet customers Try to meet customers beforebefore they need you they need you • Give the customer your name - be proud of Give the customer your name - be proud of
your service.your service.• Consider how you and what you are doing Consider how you and what you are doing
looks to others..looks to others..– Smoking?Smoking?
• Don’t give your bad day to the customer Don’t give your bad day to the customer – Give the customer your undivided attention - don’t Give the customer your undivided attention - don’t
act like delivering service is an inconvenience to act like delivering service is an inconvenience to you you
ACP Academy Section 1: Administrative Module 2.7 Customer Service
One of the greatest things about this job is the One of the greatest things about this job is the opportunity it provides for you to grow and opportunity it provides for you to grow and learn.learn.
The next time you are transporting a patient and The next time you are transporting a patient and traffic is stacked up on Eagle Road, ask them traffic is stacked up on Eagle Road, ask them to tell you about their life. You’ll hear to tell you about their life. You’ll hear fascinating and inspiring stories of movie stars, fascinating and inspiring stories of movie stars, circus clowns, secret service agents and circus clowns, secret service agents and ordinary working stiffs. I promise it will make ordinary working stiffs. I promise it will make you think about your life. you think about your life.
ACP Academy Section 1: Administrative Module 2.7 Customer Service
Everybody Makes Mistakes…Everybody Makes Mistakes…
ACP Academy Section 1: Administrative Module 2.7 Customer Service
……But can you own up to it?But can you own up to it?
ACP Academy Section 1: Administrative Module 2.7 Customer Service
Communication SkillsCommunication Skills
ACP Academy Section 1: Administrative Module 2.7 Customer Service
Communication SkillsCommunication Skills
• Body languageBody language
• Tone of voiceTone of voice
• Choice of wordsChoice of words
• What is the Message?What is the Message?
Delivery is everythingDelivery is everything......
ACP Academy Section 1: Administrative Module 2.7 Customer Service
ACP Academy Section 1: Administrative Module 2.7 Customer Service
• Easy to CreateEasy to Create
• Difficult to changeDifficult to change
Communication SkillsCommunication Skills
ACP Academy Section 1: Administrative Module 2.7 Customer Service
Team Work...Team Work...
Communication SkillsCommunication Skills
• Define itDefine it
• Who is involvedWho is involved
• ResultsResults
ACP Academy Section 1: Administrative Module 2.7 Customer Service
Communication SkillsCommunication Skills
Problem Solving...Problem Solving...
• Who is responsibleWho is responsible• Tips that helpTips that help
– Talk to team Talk to team membersmembers
– Define Define expectationsexpectations
– Provide feedbackProvide feedback
ACP Academy Section 1: Administrative Module 2.7 Customer Service
Communication SkillsCommunication Skills
Attitude...Attitude...
• It belongs to youIt belongs to you
• Morale - I am Morale - I am responsible for responsible for minemine
ACP Academy Section 1: Administrative Module 2.7 Customer Service
““Be kind, for Be kind, for everyone you meet everyone you meet is fighting a hard is fighting a hard battle.”- battle.”- PhiloPhilo
ACP Academy Section 1: Administrative Module 2.7 Customer Service
What Are the Rules?What Are the Rules?
ACP Academy Section 1: Administrative Module 2.7 Customer Service
THE TWENTY COMMANDMENTS"THE TWENTY COMMANDMENTS"(TWICE AS MANY AS MOSES HAD!)(TWICE AS MANY AS MOSES HAD!)
I ) HONESTY FIRST, LAST AND I ) HONESTY FIRST, LAST AND ALWAYSALWAYS
2) DO IT NOW2) DO IT NOW3) DO IT RIGHT THE FIRST 3) DO IT RIGHT THE FIRST
TIMETIME4) ASK IF YOU DON'T KNOW4) ASK IF YOU DON'T KNOW5) USE THE WINDOW OF 5) USE THE WINDOW OF
OPPORTUNITYOPPORTUNITY6) YOU FIND IT, YOU OWN IT6) YOU FIND IT, YOU OWN IT7) DELEGATE WITH 7) DELEGATE WITH
DISCRETIONDISCRETION8) DON'T TRUST ANYONE TO 8) DON'T TRUST ANYONE TO
DO YOUR JOB FOR YOUDO YOUR JOB FOR YOU9) SEE IT YOURSELF9) SEE IT YOURSELF10) ASSUME NOTHING10) ASSUME NOTHING
11) BE COMPLETE: 11) BE COMPLETE: DOUBLE DOUBLE CHECKCHECK
12) DON'T COMPLAIN: FIX IT12) DON'T COMPLAIN: FIX IT13) ANTICIPATE DISASTERS13) ANTICIPATE DISASTERS14) IF IT WOULD SOUND BAD 14) IF IT WOULD SOUND BAD
IN TOMORROWS IN TOMORROWS NEWSPAPER, DONT DO IT.NEWSPAPER, DONT DO IT.
15) COMMUNICATE BEFORE, 15) COMMUNICATE BEFORE, NOT AFTERNOT AFTER
16) NEVER ARGUE WITH A 16) NEVER ARGUE WITH A FOOL (People may not know FOOL (People may not know the difference.)the difference.)
17) NO SURPRISES17) NO SURPRISES18) WRITE IT DOWN18) WRITE IT DOWN19) READ ABOUT IT19) READ ABOUT IT20) SLEEP COMES LAST20) SLEEP COMES LAST
ACP Academy Section 1: Administrative Module 2.7 Customer Service
Special PopulationsSpecial Populations
ACP Academy Section 1: Administrative Module 2.7 Customer Service
ACP Academy Section 1: Administrative Module 2.7 Customer Service
ACP Academy Section 1: Administrative Module 2.7 Customer Service
ACP Academy Section 1: Administrative Module 2.7 Customer Service
ACP Academy Section 1: Administrative Module 2.7 Customer Service
Aging is not a disease. It is a level of Aging is not a disease. It is a level of maturity that begins to evolve at birth maturity that begins to evolve at birth and continues until death. There is and continues until death. There is no cure for it, new or old, any more no cure for it, new or old, any more than there is a cure for life itself. than there is a cure for life itself.
ACP Academy Section 1: Administrative Module 2.7 Customer Service
The Graying of America-pertains to a doubling of our elderly population between 1990 And 2030.
-Advances in medicine-decrease in nationwide birthrate since 1965-aging Baby Boomers
-1990: 3.4 million EMS responses annually (roughly 1/3)-occupied 90% of acute-care hospital beds, 60% of long-term Beds and used 30% of all pharmaceuticals
ACP Academy Section 1: Administrative Module 2.7 Customer Service
Key Truths about aging:Key Truths about aging:
1.You don’t get to be 90 because you are stupid.1.You don’t get to be 90 because you are stupid.
People in their 80’s and 90’s are survivors of the Great People in their 80’s and 90’s are survivors of the Great Depression, WWII and the Korean War. Many in their Depression, WWII and the Korean War. Many in their 60’s survived Vietnam, were pioneers in EMS.60’s survived Vietnam, were pioneers in EMS.
2. Aging does not imply diminished happiness.2. Aging does not imply diminished happiness.
“ “Grow old along with me! The best is yet to be, The last Grow old along with me! The best is yet to be, The last of life, for which the first was made.”of life, for which the first was made.”
-Rabbi Ben Ezra-Rabbi Ben Ezra
ACP Academy Section 1: Administrative Module 2.7 Customer Service
3. Aging does not have to mean perceptual 3. Aging does not have to mean perceptual impairment.impairment.
4. Perceptual impairment has nothing to do 4. Perceptual impairment has nothing to do with intelligence.with intelligence.
5. Some elderly are not fun to care for.5. Some elderly are not fun to care for.
Illness, loss of independence, chronic Illness, loss of independence, chronic pain, loss of lifestyle and controlpain, loss of lifestyle and control
ACP Academy Section 1: Administrative Module 2.7 Customer Service
ACP Academy Section 1: Administrative Module 2.7 Customer Service
ACP Academy Section 1: Administrative Module 2.7 Customer Service
Remember…The Elderly have Remember…The Elderly have lived full lives we will never lived full lives we will never
comprehendcomprehendThey may have touched many They may have touched many
more lives than we will….more lives than we will….
ACP Academy Section 1: Administrative Module 2.7 Customer Service
STAR-CARESTAR-CARE
• SSafeafe• TTeam-basedeam-based• AAttentivettentive to Human to Human
needsneeds• RRespectfulespectful• CCustomerustomer AttitudeAttitude• AAppropriateppropriate• RReasonableeasonable• EEthicalthical
(Used courtesy Thom Dick & Med-Trans)(Used courtesy Thom Dick & Med-Trans)
ACP Academy Section 1: Administrative Module 2.7 Customer Service
SSafeafe
Were my actions safe – for my patient, Were my actions safe – for my patient, me, my colleagues, other professionals, me, my colleagues, other professionals, public and me?public and me?
ACP Academy Section 1: Administrative Module 2.7 Customer Service
TTeam-basedeam-based
Were my actions taken with due regard for Were my actions taken with due regard for the opinions and feelings of my co-the opinions and feelings of my co-workers, including those from other workers, including those from other agencies?agencies?
ACP Academy Section 1: Administrative Module 2.7 Customer Service
AAttentivettentive to human needsto human needs
Did I treat my patient as a person? Did I Did I treat my patient as a person? Did I keep them warm? Did I tell them what to keep them warm? Did I tell them what to expect in advance? Did I treat their family expect in advance? Did I treat their family and/or relatives with similar and/or relatives with similar respectrespect? Did I ? Did I carecare for their needs? for their needs?
ACP Academy Section 1: Administrative Module 2.7 Customer Service
RRespectfulespectful
Did I act towards my patient, my Did I act towards my patient, my colleagues, my teammates from other colleagues, my teammates from other agencies, the hospital staff, and the public agencies, the hospital staff, and the public with the kind of with the kind of respectrespect that I would have that I would have wanted to receive myself?wanted to receive myself?
ACP Academy Section 1: Administrative Module 2.7 Customer Service
CCustomer-accountableustomer-accountable
Did I Did I serveserve them to the best of my abilities? them to the best of my abilities? If I were face-to-face right now with my If I were face-to-face right now with my
customer, could I look them in the eye and say, “ customer, could I look them in the eye and say, “ I did my very best for you.” ?I did my very best for you.” ?
ACP Academy Section 1: Administrative Module 2.7 Customer Service
AAppropriateppropriate
Were my actions appropriate — medically, Were my actions appropriate — medically, professionally, legally, and practically professionally, legally, and practically considering the circumstances I faced?considering the circumstances I faced?
ACP Academy Section 1: Administrative Module 2.7 Customer Service
RReasonableeasonable
Did my actions make sense? Would a Did my actions make sense? Would a reasonable colleague of my experience reasonable colleague of my experience have acted similarly under the same have acted similarly under the same circumstances?circumstances?
ACP Academy Section 1: Administrative Module 2.7 Customer Service
EEthicalthical
Were my actions fair and honest in every Were my actions fair and honest in every way? Are my answers to these way? Are my answers to these questions?questions?
ACP Academy Section 1: Administrative Module 2.7 Customer Service
“…“…We are committed to excellence internally We are committed to excellence internally and externally, not to doing "just good enough" and externally, not to doing "just good enough" to get by, or to damaging and destroying each to get by, or to damaging and destroying each other as we proceed through our work lives. other as we proceed through our work lives. It is our positive commitment to quality service It is our positive commitment to quality service and to each other that has made us what we are and to each other that has made us what we are today, and through constant assessment and today, and through constant assessment and change, will sustain us in the future. …”change, will sustain us in the future. …”
- Wake County - Wake County EMS EMS
ACP Academy Section 1: Administrative Module 2.7 Customer Service
The 4 / 2 The 4 / 2 RuleRule
• What I do “What I do “FORFOR” a patient will ALWAYS be more ” a patient will ALWAYS be more important that what I did “important that what I did “TOTO” a patient – Thom Dick” a patient – Thom Dick
ACP Academy Section 1: Administrative Module 2.7 Customer ServiceThis Business is about taking care of PEOPLE!This Business is about taking care of PEOPLE!
Remember…Remember…
ACP Academy Section 1: Administrative Module 2.7 Customer Service
ACP Academy Section 1: Administrative Module 2.7 Customer Service