My Unit Coordinator Certificate (Video)

 See what you'll find when you do some spring cleaning. 😀

In the video below, I'll explain everything I had to go through to get this Certificate. 

Abandoned Patients in the Hospital (Video)


The 3 Secrets Of Wow Customer Service


Your aim in giving your visitors exceptional service is to make them say "Wow!" as soon as you disappear. You can do that if you make the following three tips apart of your regular pattern of service.

1. Give The Visitors Plenty of Strokes. People love to be stroked. Strokes can include any greeting, the use of people's names, and good wishes of the "Have-a-nice-day" kind. But the best stroke you can give others is your undivided attention.

2. Attend To The Little Things. Paying attention to the little things which don't significantly affect the main service is a way of saying: "If we look after the little things, just think what we'll do with the big ones."

3. Always Say "Yes." Excellent customer service never turns down a request for help. Even if they can do it themselves, they'll know that you are someone who can help them.

Practice these three responses until they are as familiar to you as breathing, and you are guaranteed to have customers queueing up for your attention.

Musical Phones (Video)


"Let me transfer your call."

What goes through your mind when you hear those words? Do you have visions of being placed on hold, waiting for someone else to come on the line, repeating what you just said, and then hearing one more time, "Let me transfer your call?"

Feelings of frustration set in and your confidence in the company you dialed begins to diminish. It's a game of musical phones played to a tune that no one enjoys.

If you don't like being transferred from person to person over the phone, the visitors don't care for it either. There are several ways to transfer callers without creating more problems along the way.

  • Listen to the caller's issue. Even if you think you know immediately what people want and who can help them, hear them out. Don't interrupt. You could learn something that will change your mind about how to handle the call.
  • Avoid saying the word "transfer." Tell people that you need to "send" their call to another department or employee. Offer to "connect" them or "put them through" to someone else. Using a different term can save your callers undue anxiety and fellow employees from dealing with edgy customers.
  • Check to be sure that the person to whom you are sending the call is available. Your customer will not be happy if the call unexpectedly goes through to a voice mailbox. If you know that the person who can help is not in, ask before transferring callers to voice mail. They may prefer another route.
  • Verify that you have the right person before connecting the call. If you aren't certain, ask the caller to wait while you check.
  • Give your caller the name and the direct number of the person you are directing the call. That way, if there is a disconnect, your customer knows whom to ask for when they call back. If you can stay on the line and make an introduction, that is all the better. This is called a “warm transfer.”
  • If you want to provide customer service that will delight your callers, offer your name and number and invite people to call you back if their needs are not met or their questions are not answered. Thoughtfully and carefully transferring calls reflects positively on your entire organization and will eliminate musical phones.