Standard Five: (A.T.T.I.T.U.D.E.)
Attitude
We are committed to providing the highest quality of service and meeting our customers’ needs with the utmost care, courtesy, concern and respect.
Attitude makes the difference. Let yours be positive:
- All employees are part of the “show”. Remember, you are our representative. Everything you say and do sends a message to the customer.
- It takes seven positive people to make up for one negative person.
- Caring and courtesy is contagious. Rudeness is never acceptable.
- Despite any setbacks, maintain a positive attitude and project your self-confidence. People are watching for your reactions.
- Remember that our attitudes, words, vocal tone, body language and actions have tremendous power.
Thank each and every customer for choosing Memorial Healthcare System:
- We want customers to know that we appreciate their confidence in MHS. To reinforce our customer’s confidence, all members of the Healthcare System will maintain HIPAA Guidelines of Confidentiality and JCAHO Standards.
Treat everyone as if he or she is the most important person in our organization:
- Think safety first.
- Respond to all customers with care, concern, and empathy.
- Apologize for problems and inconveniences. Use service recovery as needed.
Initiate a connection. Smile. Introduce yourself. Ask their name. Get in the habit of saying "Hello" to everyone you see:
- Smile! A smile is the greatest predictor of one’s attitude. Make it a part of your uniform. Your smile promotes an atmosphere of welcome and courtesy.
“Take them there.” Whenever possible, escort the customer to their destination:
- Take them to their destination, providing a safe, secure environment.
- If you are unable to personally escort a customer, introduce them to someone who can.
Understand who the customer is and what their needs are. The customer is our primary focus:
- Recognize that our customers have a sense of urgency, and show them that we value their time and safety.
- Respect our customers’ families while maintaining a safe and confidential environment.
Display appropriate body language at all times. Maintain positive eye contact:
- Body language represents 55% of your communication.
Exceed our customers' expectations:
- The safe, quality care that we deliver to all of our customers will be truly extraordinary. We will go above and beyond our traditional duties. Remember the “little things” — provide extra comfort, safety and reassurance.