Service Competencies Program NEW

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