Enter the terms you wish to search for. Jhpiego provides the delivering quality service pdf health community with information, expertise and opportunities to support high quality health systems in limited-resource settings.
Trainee nurses attend a training session in the maternity of Dixcove Hospital, Dixcove, Takradi, Ghana. Health providers in Cote d’Ivoire attend training on a single visit approach to Cervical Cancer Prevention and Treatment. Counselors check on a mother and son as part of a follow-up visit in a community. Trainer demonstrates a technique during Objective Structured Clinical Evaluation training in Mozambique. Health workers attend training on Provider-Initiated Testing and Counseling in Mozambique.
Njombe along Lake Nyasa in Malawi. This case study describes results of an intervention to address gender-based violence in Mozambique. PPIUCD is an effective method of family planning . It is reversible , convenient and safe. The quality of customer service is the key differentiator between good, bad and indifferent companies.
All else being equal, good quality customer service gives the edge over competitors. Regardless of industry, here are the 9 key principals of good customer service that always make business sense. A satisfied customer stays with a company longer, spends more and may deepen the relationship. For example a happy credit card customer may enlist the company’s financial services and later take travel insurance. Real costs are associated with providing customer service and companies spend in line with a customer’s value. If you are a high value customer or have the potential of being high value, you will be serviced more carefully. Companies reduce the cost of customer service by using telephone voice response systems, outsourcing call centers to cheaper locations, and self-servicing on the internet.
However, companies risk alienating customers through providing an impersonal service. Some internet banking companies are bucking the trend by charging customers to contact them. In exchange, customers receive better interest rates due to reduced overheads and are satisfied with that. How can you meet your customers’ needs, if you don’t know them?
Customer listening can be done in many ways, for example feedback forms, mystery shopping, and satisfaction surveys. Some companies involve senior employees in customer listening to ensure decisions benefit the customer as much as the company. Good quality customer service is only one factor in meeting customer needs. Well designed products and processes will meet customers’ needs more often. Is it better to service the customer well than to eradicate the reason for them to contact you in the first instance? Say you visit an expensive hairdressing salon and receive a friendly welcome, a drink and a great haircut. You are out of town and visit the same hairdressing chain and get no friendly welcome, no drink and a great hair-cut.
Are you a satisfied customer who will use that chain again? The quality management movement brought the concept of internal and external customers. Traditionally the focus was on external customers with little thought given to how internal departments interacted. Improving relationships with internal customers and suppliers assists delivery of better customer service to external customers, through reduced lead-times, increased quality and better communication.