$20$

Chapter $2$ Customer Service

Three Essentials of Customer Service

The essentials of customer service in any activity in which employees deal with customers are systems, strategies, and employees.

Systems

Systems include policies, protocols, procedures, arrangement and accessibility of the physical facilities, staffing, operations, workflow, and peride buidelines, rules, and regule. statements and procedure tions. For effective

Eliminate porily strict visiting hours$).$ unnecessally review all policies affecting customer service.

Annulish a committee of supervisors and knowledgeable employees to

Estabs policy matters.

Introduce new policies designed to improve client service $($for example, a special parking area for blood donors, more convenient locations and times for specimen collections$).$

For each new service that is introduced, consider a policy specific to that service.

Discussions elsewhere in this text address policies relating to personnel selec. tion, orientation and training, reward systems, communication, empowering people, and building teams. Explanation