In 1992, Customer Service Week became a nationally recognized event. This year, it is celebrated October 6th – 10th. Businesses in many industries celebrate this week by raising awareness of the importance of customer service and recognizing employees who demonstrate customer service excellence. This year’s theme is, “Say Yes to Excellence”. You have the opportunity to use Customer Service Week as a positive influence on customer service at your hospital! Here are 4 inexpensive and easy ways to introduce Customer Service Week to your patient access department (and patients) this year.
1. Kick off the week by emphasizing with patient access staff that they are the first face of the hospital to the patients and their family members, and that they set the tone for the patient experience. They have the power to make it as positive of an experience as possible. Also emphasize the need for staff to know they have both internal (hospital employees) and external (patients and their families) “customers”.
2. Provide patients with small tokens of appreciation in observance of customer service week (hand lotion, pens/pencils and other small items for giveaways from hospital marketing department).
3. Provide each staff member a flower for their desk with a ribbon and card on the flower that reads “say yes to excellence”. To lower the cost, buy the variegated bouquets from discount stores and pull out each individual flower and use. They don’t all have to be the same and are much less expensive. Alternatively or in addition to flowers, place table tents on each registrar’s desk with the CSW logo to emphasize the week’s focus.
4. Throughout the week, pass out ribbons, awards, candy, etc. when excellent customer service is demonstrated.
Customer Service Week usually also involves fun and games! For more ideas and for a free Customer Service Week Organizer’s Guide, visit www.csweek.com.