To continuously drive customer experience ownership and customer focus culture change, we include numerous reinforcement systems and tools in four areas:
1. Manager reinforcement
a. Manager Guidelines to certify employees in the program skills.
b. Manager Toolkit. Activities to reinforce and apply the service and collaboration skills.
c. Managing Accountable Performance (The MAP™). Performance management and coaching program to establish, reinforce, and continuously improve quality, service, and cost-control standards.
d. Observation Forms. Behavior-based tools to give behavior-based feedback.
e. FAST Manager-led Training. Practical 30-minute sessions led by manager with team.
f. VOICE Team Meetings to implement healthcare interaction standards and identify and implement continuous healthcare improvements.
2. Employee continued development
a. Participant Toolkit. On the job tools, techniques, checklists, and activities.
b. Skill-guide cards. Graphic reminders of skills and standards kept near employees.
c. Certificate of accomplishment. To proudly display, for recognition, and as a reminder of being a CEO.
3. Organization-wide support
a. Goal setting process. Program goals and outcomes are set from top managment to local units.
b. GEMs recognition program. Participants and managers give GEM Slips to recognize other CEOs for giving GEMs to customers. Encourages stories, awards, and executive involvement.
c. Organizational communications. Program wall charts display CEO values and philosophy.
4. Measurement and assessment
a. Levels 1 to 4 measurement tools. Participant feedback, mastery learning, behavior observation, bottom-line impact.
b. Industry standards for customer service metrics.
Many of these systems, activities, and tools are built into the CEO program at no extra charge.
Our consultants can work with you to sustain and build upon your results.
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