Exceptional Customer Experience – Yes! It Can Happen in HR! Lei Lonni Giroux Acting Director, Talent Acquisition Group Office of Human Capital Centers for Medicare & Medicaid Services
2 How’s the Aftertaste?... You have to pay the “PRICE” for good service RESULT TREATMENT What I got. P riority “Somebody is listening to and paying attention to me.” Information Action R espect “I am being treated respectfully and as an individual.” Did I get what I Did I get what I needed? Did I wanted? If not, was I nvolvement “The person I’m dealing with genuinely understand it? it fair? cares about the question I have or the problem I’m trying to solve.” C ommunication “The person I’m dealing with is keeping Put yourself in the customer’s shoes; read your response to me in the information loop.” the customer as though you had just received it. The rate E ffort “The person I’m dealing with is making a sincere your responses on each factor. effort to give me what I want or need.”
Controlling the Aftertaste…sending the right message • The I/You Connection. How to build rapport without sacrificing professionalism. • Extend a Helping Hand. Getting the message right. • Turn Ultimatums into Offers. How to play win-win with customers. • Tame and Explain. “ I feel worse than you .” • Keep the Sunny Side Up. When to lead with the good news. • Bitter Medicine. How to deliver bad news. 3/30/2018 Exceptional Customer Experience – Yes! It Can Happen in HR! 3
4 The I/You Connection… Personal touches Impersonal Personal This letter is in response to this morning’s phone I’m happy we had a chance to talk this morning. conversation Further information can be obtained by calling our If you need any more information, please don’t hesitate office. to give me a call. This letter is to inform you that…. I’m writing to let you know…. Pursuant to this morning’s conversation…. As you and I discussed on the phone this morning…. Upon receipt of the credit voucher, the shipment will be As soon as we receive the voucher, we ’ll ship you the forthcoming…. merchandise.
5 Extending a helping hand… making things easier Information Message Instead of: Here’s an obstacle. Our policy states that all agreements must be signed by both the purchasing agent and the manager who will be operating the vehicle. If both signatures are not forthcoming by April 2, this Here’s another obstacle. offer will no longer be valid. This: To get this project rolling, all I need is two signatures: I’m here to help. one from the purchasing agent, and the other from the manager who will be operating the vehicle; and it’s important that I have them by April 2. Please let me know if that’s a problem for you. I’m here to help.
6 Extending a helping hand… making things easier Information Message Instead of: Here’s an obstacle. The agreement must be in our office by March 4 if the prices specified in the proposal are to be valid. This: In the event the prices we quoted you in the proposal go I’m here to help. up over the next few months, I would like to make sure that you are not affected. I can give you this guarantee if I receive the agreement I’m here to help. between now and March 4.
7 Extending a Helping Hand… making things easier Obstacle Helping Hand It is required … All we need … Our policy states that… What we generally prefer … or Our normal procedure is…. You claim that… You view as I understand it … It has come to our attention … We have just learned … In accordance with our agreement … As we agreed … or As you and I discussed … Your failure to comply… If, for some reason, you are unable to meet the deadline… In compliance with your request… As you asked me to do… If this requirement is not met… If for some reason you can’t …
8 Turning ultimatums into offers… let’s play win-win Ultimatum Offer of Assistance If you don’t submit the We would be delighted to reply card by January 1, you extend your coverage if we The formula works by allowing you will no longer be covered. could get your reply card before January 1. to work separately on each part: If you can’t give me your As soon as I get your I.D. the first part focuses on what you I.D. number, I can’t issue number, I can issue you a can do; the second focuses on what you a password. password. you need (the requirement). You’re not to get a bedtime As soon as your room is story until you clean up cleaned up, I can read you a your room. bedtime story.
9 Tame and Explain … “I feel worse than you!” Instead of : This letter is in response to the request you sent on March 5, 2018 in which you complained about the service you received at your local Buffalo Berger restaurant. Two of the waitresses who were supposed to work that night called in sick. This : I’m writing first of all, to tell you how distressed I was to hear abut the problems you experienced during a recent visit to your local Buffalo Burger restaurant ( Empathy ) Having to wait more than 45 minutes for your order, particularly when you are with young children, is not a pleasant experience, and I can certainly see why you were upset ( Validation ) Second, I’ve looked into the problem, and I’d like to explain to you what happened.
10 Sunny Side Up … Looking at the brighter side When delivering both good and bad news, and the good news outweighs the bad. Bad news first: We are unable to honor the claim you submitted on August 5 for the error in your astrological forecast. The seven other claims you submitted at that time have been approved, and a check for the total has been enclosed. Sunny Side Up: I am happy to be enclosing a check to cover seven claims that you submitted on August 5. Unfortunately, we were unable to honor the claim for the astrological forecast because such forecasts are not covered in your policy.
11 Bitter Medicine… when the news is all bad – PACER When the news you have to deliver is almost certain to upset or anger the reader, a reliable sequence to following is represented by the acronym PACER: Prepare • Brace people for the news that is about to come • Communicate that you did your best Begin with a consoling phrase • Announce • Express the bad news simply and directly Console Show empathy • Explain • Describe in reasonable detail the rationale behind the decision. Recommend • Recommend a reasonable next step (without committing yourself to something you can’t fulfill)
12 Bitter Medicine… when the news is all bad – PACER Instead of this: Your claim has been denied because the procedure listed in the claim is not currently covered by Medicare. We sincerely regret any inconvenience this situation may have caused you. Or this: Thank you for your recent inquiry. The claim you submitted has been investigated, and it has been found that the procedure listed in the claim is not covered by Medicare. We regret any inconvenience this situation may have caused you. PACER: I wish I had better news for you (Prepare), but I’m afraid we are unable to reimburse you for the claim you submitted on June 12, 2016. (Announce) Because the amount of the claim is substantial, I can certainly sympathize with your situation. (Console) Unfortunately, though, there is very little we can do in cases such as this, where the procedure listed in the claim is not currently covered by Medicare. (Explain) I see from your records that you have supplemental insurance with a private insurer. My suggestion is that you talk to them and find out whether your private insurance covers this procedure. (Recommend)
13 How’s the Aftertaste?... You have to pay the “PRICE” for good service RESULT TREATMENT “ I got what I wanted or needed .” _________ Priority “Somebody is listening to and paying attention to (Yes = 25; No = 0, and go to next question) me.” (If not) “ The result was ‘fair.’” ________ (scale: -10 to +5) _________ (scale: 0 to + 25) Respect “I am being treated respectfully and as an individual.” (scale: -10 to +5) _________ Involvement “The person I’m dealing with genuinely cares about the question I have or the problem I’m trying to solve.” To use: Put yourself in the (scale: -10 to +5) __________ customer’s shoes; read your letter Communication “The person I’m dealing with is keeping me in the information loop.” to the customer as though you (scale: -10 to +5) ___________ had just received it. The rate your Effort “The person I’m dealing with is making a sincere effort to give me what I want or need.” responses on each factor. (scale: -10 to +5) ___________ Total Score (out of possible 50) _________
Key Takeaways • Use personal pronouns to “warm” your message • Adopt an attitude of “ I’m here to help ” instead of “ here’s an obstacle ” • Turn ultimatums into offers – it’s all in how you phrase it • Lead with the good news • Never use regulations or laws as a barriers to providing an exceptional customer experience Exceptional Customer Experience – Yes! It Can Happen in HR! 3/30/2018 14
• Lei Lonni Giroux Contact Information • CMS, Office of Human Capital, Talent Acquisition Group • leilonni.giroux@cms.hhs.gov • 410-786-4175 3/30/2018 Title 15
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