Service Promises

Employee Service Promises

• I treat my customers gently, showing care in my voice and touch.
• I will help my teammates who are serving customers, when I am not actively doing so myself.
• I recognize that waiting for service can be distressing to my customer.  I notify my customers of waiting and response time, keeping them updated at regular intervals.
• I always ask my customer, “What else may I do for you?”
• I anticipate, acknowledge and respond respectfully to my customer’s needs.  If I cannot meet their needs, I personally connect them with someone who can.
• My team members can always count on me to do my part, to be flexible, and to be committed to completing my responsibilities.
• I understand that the work environment I help create is as important as the technical skill.  I promote an environment of caring, concern and support toward my customers.
• I personally correct health or safety hazards when I see them.  I report it to those who can personally correct the situation if I cannot do it myself.
• I clearly explain what I am doing so that my customers know what to expect.  I know that they are less anxious when they know what is happening.
• I listen carefully to the needs and wants of my customers so that I may do my best to exceed their expectations.
• I treat my customers and teammates as I approach them with eye contact, a smile and a “good morning”, “good afternoon” or “good evening” including their preferred name if I know it.
• I always introduce myself when meeting a customer for the first time. I always answer the phone within four rings, with an appropriate salutation, my department, my name and an offer of assistance.
• I verify that my actions produced the desired customer outcome.  I will do this by confirming their understanding and satisfaction.
• I notice when someone looks confused and offer to assist him or her.
• I recognize and personally escort our customers to their destination unless they request otherwise.
• I will answer call bells in a timely manner whether or not the customer is assigned to me.
• I am sensitive to the noise that I make which may be disturbing to my customers (loud conversations, loud machinery, etc.), and will minimize disruptions at all times.
• I personally ensure that my work environment is clean and neat.
• I address my customers by their formal name (Mr., Mrs., Ms.) until I receive permission to be more informal.  If I do not know their name, I will ask.
• I will never call a customer by their room number or diagnosis.
• I always use “please”, “thank you” and “pardon me” and use “sir” or  “ma’am”, as appropriate.
• I include my customers in my conversations.  I continuously look for ways to acknowledge their presence and engage with them.  I refrain from conversations with co-workers that ignore or exclude my customers who are present.
• I communicate in a way that protects my customer’s private information.  I do not discuss information in public area. (elevators, hallways, nurse’s stations, wallaroos, etc.)
• I recognize that my teammates are customers too.  I am sensitive to and respectful of their opinions, responsibilities, concerns and needs regardless of how we are spoken to.
• I respond in a polite and courteous manner, regardless of the manner in which I am addressed.  I attempt to minimize conflict, and promote cooperation.
• I praise my teammates who consistently model these Service Promises.
• I always wear my name badge at eye level, so that my customers know who I am, and that I am a member of the hospital team.
• I dress and present myself in a way that reassures my customers that they are dealing with a professional and are in good hands.
• I will always use good judgment in how I share information so as to always protect confidentiality of information.