Service Competencies
Program
Lighthouse International Consulting Sdn Bhd (873772-K)
D-08-12, Kelana Square, Jalan SS 7/26, Kelana Jaya, 47301 Petaling Jaya, Selangor, Darul Ehsan, Malaysia, Telephone : + 603 7880 5277 / + 603 7803 5422, Facsimile : + 603 7880 4277
Trainer’s Profile & Introduction
Introduction
Lighthouse International Consulting Sdn Bhd (873772-K)
D-08-12, Kelana Square, Jalan SS 7/26, Kelana Jaya, 47301 Petaling Jaya, Selangor, Darul Ehsan, Malaysia, Telephone : + 603 7880 5277 / + 603 7803 5422, Facsimile : + 603 7880 4277
KPJ Service Development
Phase 1 Phase 2
Current
Next
Service Competencies program
Apa guna … kalau kita masih …(competencies: kecekapan)
KPJ Healthcare Berhad Profile
This program … help KPJ become the „leader in Malaysia‟s challenging
healthcare industry‟
KPJ Service Development
Phase 1 Phase 2
Next
Service Competencies program
Current a) Review of SE KPJ Way
b) Communication Skills
a) To master the SE KPJ Way content c) Motivation Skills
b) To master the delivery of SPP manuals d) Proactive Service
c) To demonstrate courtesy and care to e) Grooming
customers
KPJ Service Development
Phase 2
Next
Service Competencies program
1) …………………………. a) Review of SE KPJ Way
2) …………………………. b) Communication Skills
3) …………………………. c) Motivation Skills
4) …………………………. d) Proactive Service
5) …………………………. e) Grooming
What are the competencies to be a ggod mother, good father, good driver ,,,
good KPJ staff. Internalize … Menghayati / Menjiwai
Service Competencies - KPJ
1) What does it mean?
2) What are to INTERNALIZE KPJ service competencies?
3) Why do we need service competencies?
Qualify (Layak) … A lot of organizations measure the competencies. KPJ not
mesured yet. But, it will … / kalau buat salah rasa BERDOSA / Jangan rasa bangga buat dosa
Service Competencies - KPJ
PROFESSIONALISM
KNOWLEDGEABLE HELPFULNESS
TIMELINESS
COURTESY
Repeat the competencies a few times
KPJ Healthcare Berhad Profile
Information
Technology
Service
Dato' Amiruddin Abdul Satar
Healtcare industry is VD, 2 themes to survive for KPJ, IT and CS. Service Competencies are to support our
survival and future development. 1st class facilities must be supported with 1st class service
Phase 2 Content
No Competencies / Review SE Communi- Proactive Motivation Grooming
Content
KPJ Way cation
1 Courtesy PP
2 Timeliness PP
3 Knowledgeable PP
4 Helpfulness P PP
5 Professionalism PP P
Learning Content
No Competencies Learning Content
Human Touch into process & Basic Courtesy
1 Courtesy Review Organizational SPP
Compassionate
Respond to customers‟ needs within the quality service
2 Timeliness Be punctual according to SOP and agreement
Able to assess and prioritize different guests needs
Provide clear and correct information
3 Knowledgeable If unsure, seek clarification from superior
Able to add information and give alternatives
Be attentive and a good listener
4 Helpfulness Offer services according to standard
Desire to give more/extra
Comply KPJ‟s codes of ethics
5 Professionalism Able to work in a team
Attire and grooming
Competency # 1
Courtesy
Lighthouse International Consulting Sdn Bhd (873772-K)
D-08-12, Kelana Square, Jalan SS 7/26, Kelana Jaya, 47301 Petaling Jaya, Selangor, Darul Ehsan, Malaysia, Telephone : + 603 7880 5277 / + 603 7803 5422, Facsimile : + 603 7880 4277
Service Competencies - KPJ
PROFESSIONALISM
KNOWLEDGEABLE HELPFULNESS
TIMELINESS
COURTESY
Definition
Human Touch into process
1 Courtesy Basic Courtesy & SPP
Compassionate
Courtesy … sopan santun, berbudi bahasa, hormat …
Neuro-Linguistic Program … berkesan untuk pembelajaran. Example sekolah
tadika
Coaches give the initial example
Young doctors on Houseman with a sr consultant and a lady patient. What
make the lady patient change from stress to inspired?
Basic Courtesy – Pre Service
Pre-Service
Establish eye contact, smile, nod and greet the guest - “Good
1 morning/ afternoon/ evening Tan Sri/ Pn Sri/ Dato‟/ Datin/ En/ Pn…”
Offer seat to guest with correct hand gesture - “Please have a
2 seat…” (when & if necessary)
Identify self to guest - “I‟m …(your name)…” and offer assistance -
3 “May I help you?”
Systematically, touching the SOFT SPOT (Courtesy) is designed in our BASIC
COURTESY … Role Play
Basic Courtesy – During Service
During Service
4 Reconfirm guest‟s needs - “You wanted to…(guest‟s needs)…?”
Identify guest‟s name - “May I have your name, Tan Sri/ Pn Sri/ Dato‟/ Datin/
5 En/ Pn…?” and use guest‟s name at least three (3) times per interaction
Handling documents with both hands :
6 (a) When handing over the document, “This is your.. “
(b) When receiving the document, “Thank you..”
Show direction to the guest using correct hand gesture – “This way Tan Sri/
Pn Sri/ Dato‟/ Datin/ En/ Pn …”
7 and to escort guest for distant locations (when and if possible) – “Please
follow me Tan Sri/ Pn Sri/ Dato‟/ Datin/ En/ Pn …”
Basic Courtesy – After Service
After Service
Offer further assistance before closing - “Is there anything else, Tan Sri/ Pn
8 Sri/ Dato‟/ Datin/ En/ Pn …?”
Stand up when guest is about to depart (when and if necessary)
9 and thank the guest - “Thank you Tan Sri/ Pn Sri/ Dato‟/ Datin/ En/ Pn …”
Shake hands (if and when necessary) and bid farewell to guest – * “Have a
10 nice day…”
Organizational SPP
No Content Page
1 Organizational SPP # 1 : Explaining Visiting Hours 4
2 Organizational SPP # 2 : Handling Telephone Calls 5
3 Organizational SPP # 3 : Handling Lost Guest 6
4 Organizational SPP # 4 : Handling Grieving Guest 7
5 Organizational SPP # 5 : Handling Angry Patient / Complaint 9
6 Organizational SPP # 6 : Showing Direction 11
7 Organizational SPP # 7 : Receiving Guest With Appointment 12
8 Organizational SPP # 8 : Acknowledging Guest 13
9 Organizational SPP # 9 : Handling Guest At Elevator 14
10 Organizational SPP # 10 : Delay In Service Delivery 15
11 Organizational SPP # 11 : Entering Patient‟s Room 17
12 Organizational SPP # 12 : Patient Staff 18
Functional SPP Page
No Content 17 – 19
1 Functional SPP – Security Services 20 – 31
2 Functional SPP – Customer Services 32 – 43
3 Functional SPP – Nursing Services 44 – 47
4 Functional SPP – Human Capital Services 48 – 54
5 Functional SPP – Allied Health Services 55 – 59
6 Functional SPP – Pharmacy Services 60 – 61
7 Functional SPP – Engineering Services 62 – 65
8 Functional SPP – Dietary Services 66 – 80
9 Functional SPP – Finance Services 81 – 87
10 Functional SPP – Patient Services
11 Functional SPP – Housekeeping 88 - 89
Electrician Pilot
Chef
Athlete
Banker
In the hospital, if you cannot be courteous, then you are in the wrong career
(Need to be harsh)
Competency # 2
Timeliness
Lighthouse International Consulting Sdn Bhd (873772-K)
D-08-12, Kelana Square, Jalan SS 7/26, Kelana Jaya, 47301 Petaling Jaya, Selangor, Darul Ehsan, Malaysia, Telephone : + 603 7880 5277 / + 603 7803 5422, Facsimile : + 603 7880 4277
Definition
Respond to customers’ needs within the expected
2 Timeliness standards and quality (Quality Objective)
Be punctual according to SOP and agreement
Able to assess and prioritize different guests needs
Ask pax what is their quality objective
Coaches give the initial example
Coaches … debrief is on delivery, punctuality and improvement activities.
Not on teamwork
Deadline Avoid using uncertain deadlines i.e.
• As soon as possible
• Urgent
• Immediate
• On The Way
LOC K
1) URGENT, 10 minutes from now
2) As soon as possible, before lunch today
3) Immediately. Within 30 minutes
Avoid using ASAP, Urgent, Immediately, OTW … Points of reference most likely
are not the same. Therefore, LOCK the time for deadlines
In human psychology, level of anxiety is directly correlated with time. The longer you
wait, the higher the anxiety level is. Update the progress and changes manage the Deadline
people’s feeling
Level of anxiety Updates
Changes
Time
Simulation … Open house & Catering
Competency # 3
Knowledgeable
Lighthouse International Consulting Sdn Bhd (873772-K)
D-08-12, Kelana Square, Jalan SS 7/26, Kelana Jaya, 47301 Petaling Jaya, Selangor, Darul Ehsan, Malaysia, Telephone : + 603 7880 5277 / + 603 7803 5422, Facsimile : + 603 7880 4277
Definition
Provide clear and correct information
3 Knowledgeable If unsure, seek clarification from superior
Able to add information and give alternatives
Definition
Program Outcomes Video: National Parade
Big Picture … Good or bad Attitude (in the eyes of customers)
Page 01
Sharing the Big Picture
BIG PICTURE – provides direction, spurs motivation and triggers creativity
Strategy BIG Overview
Needs PICTURE
Holistic Objectives
Helicopter
View
Small Picture – silo mentality, demotivating and waiting for instructions
Human Brain (Two Hemispheres)
When the idea gets complex and complicated, sense the confusion among each other due to
the phenomenon of the right and left hemisphere of our brain
Left Hemisphere Right Hemisphere
Sequential Holistic
Analytical Imagistic
Verbal Perceptions
Logical Shapes / motion
Human Brain
For brain to concentrate and generate ideas, both hemisphere need to be triggered.
Are you aware that we have 2 parts of the brain? Are you convinced?
Putih (hitam) / Kuning (Hijau) / Merah (Biru) / Biru (Merah)
Human Brain (Two Hemispheres)
PUTIH
KUNING
BIRU
MERAH
To make it easier for others to understand your explanation, you have to trigger
both parts of the brain
Human Brain (Two Hemispheres)
Question : Mana yang lebih berkesan dalam memahami idea dan layout rumah
Minta one pax draw direction to …
Visualize Ideas With SKETCH
Simplify complex and complicated ideas by triggering both hemispheres of the brain by using
a SKETCH
S Share ideas with simple drawing and chart
K Keep the interests by using shapes (circle, square, triangle, etc)
E Explore ideas by expanding with arrows and lines
T Talk as you draw and draw as you talk
C Charm with colors
H Highlight only the important words
Human Brain (Two Hemispheres)
We are not looking for a beautiful sketch. What is important, it is understood
Competency # 4
Helpfulness
Lighthouse International Consulting Sdn Bhd (873772-K)
D-08-12, Kelana Square, Jalan SS 7/26, Kelana Jaya, 47301 Petaling Jaya, Selangor, Darul Ehsan, Malaysia, Telephone : + 603 7880 5277 / + 603 7803 5422, Facsimile : + 603 7880 4277
Definition
Be attentive and a good listener
4 Helpfulness Offer services according to standard
Desire to give more/extra
Proactive
Husband
Proactive ???
Wife
Simulate the discussions for proactive husband and wives! Simulate proactive
initiatives at the workplace
Proactive
HELPFULLNESS
Bertindak bila Bertindak sebelum
masalah berlaku masalah berlaku
Bangun Membantu.
Jangan duduk membatu
Proactive
PROACTIVE
Crisis Normal
Don’t Blame Anticipate crisis
Control crisis Backup plan
Find solutions Plan initiatives
Alternatives
Video Indian schoolboy 911 experience / Just In Case