SPP training PSH

Selamat Datang

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குறிப்புகள் வரவவற்பு

SE KPJ WAY
SERVICE CULTURE

PROGRAM
SPP

STANDARD PEOPLE
PRACTICE

Ice Breaking Session/ Sessi Berkenalan

Your Facilitator Nurul Dashireen Hashim

International Code : 1 1 3

Born : HSA, Johore

Residence : High Castle , Jay Bee 81900
Service Quality Management Executive (SQM)

Prerequisite # 1

Prerequisite # 2

Prerequisite # 3

Prerequisite # 4

Silent Mode

Prerequisite # 5

Prerequisite # 6

ADMINISTRATIVE CHORES

Write down your name
using black marker on
the paper

Sound
Check



Why are we
here ?

KPJ Healthcare Berhad Profile

Information
Technology

Service

Dato' Amiruddin Abdul Satar

President and Managing Director, KPJ Healthcare Berhad

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

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 KUALA LUMPUR: Malaysia's unemployment rate rose 0.1% to
3.2% in February 2015 from 3.1% in January, according to the
Statistics Department. Apr 24, 2015 (The Star online)

 Panasonic closes LCD plant in Shah Alam, 500 lose job

 KUALA LUMPUR: August 31 has been decided as the last day of
employment for the 6,000 retrenched employees of Malaysian
Airline System Bhd (MAS). ( Astro Awani online)

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Customers are lazy,
Don’t make them busy,
If not, they will become angry,

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If customers angry, we will
become crazy!!!

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Introduction

This document is to prepare a proposal for “Enchanting Guests’ Experience With CARE”
(CARE). The main desired outcome of the program is to equip the organization with the
right mechanism and system to transform the current service practices to the desired
service practices

Desired Culture/ Budaya
Service
Practices

Current
Service &
Practices

With the new desired service culture, it will enhance the organization’s branding to realize
its forward looking strategic directions and goals

Budaya / Brand / Image / Marketability / Profitability / Pocket

SERVICE MINDSET



KPJ Healthcare Berhad Profile

This program (SE KPJ Way) will enhance our Courtesy & Professionalism

Service Evolution

How has customers’ expectations changed through these years …

Future?

Now

Past
Service Evolutions
1) Customers’ profile now and past
2) Technology
3) New generations (lifestyle / exposure)
4) Kiosk / one stop center

Human Touch

2 Role plays
‘Nasi Lemak’ (Process vs People)

Process mesti ada ROH

Human Touch SPP

Client Centric System involve the following

SOP

Process People

Process needs standardization (SOP). So … to standardize the human touch, we need SPP

Put human touch into process

Human Touch

Service Chain

Stress = business challenges, customer needs, competitions
Don’t break the chain, be strong, be flexible

Points of Engagement

One bad POE creates negative customer experience. Affect BRAND & MARKETABILITY

Service – 80:20 Rule

Majority
80%

10% 10%

1. Spend 20% of your energy to win 80% of clients heart
2. Do not stop doing the good thing because of the attitude of the 20% of the clients.

80% of them have good attitude
3. Perform the best at 20% of your time that deliver 80% of the results

Extra 10% will create big impact. Good deeds are contagious

CHARM THE GUEST

Roadmap

POINTS Surprise

Reactive E

Normal Pro-Active Extend extra mile,

C AR unexpected service

Charm guests with Approach guests to Respond to tough

warm courtesy offer service situations
professionally

Courtesy

Good
Manner

Welcoming

Polite Considerate
Respectful

Courtesy

a) The first occasions and interactions
when dealing with others

b) A little courteous behavior is one of the
excellent ways of winning relationship,
cooperation and friendship

c) A basic requirement in human interactions
d) All human beings hunger for courtesy and are

repelled by the lack of it
e) It’s an asset. Why?

Coaches give the initial example

MASTERING
BASIC COURTESY

Basic Courtesy – Pre Service

Pre-Service
Establish eye contact, smile, nod and greet the guest - “Good morning/

1 afternoon/ evening Tan Sri/ Pn Sri/ Dato’/ Datin/ En/ Pn…”
Offer seat to guest with correct hand gesture - “Please have a seat…”

2
(when & if necessary)
Identify self to guest - “I’m …(your name)…” and offer assistance - “May I

3 help you?”

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/ En/
5 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 Sri/

8 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 nice

10 day…”

Lunch Break
1:00 pm ~ 2.00 pm

Organizational SPP Page
4
No Content 5
1 Organizational SPP # 1 : Explaining Visiting Hours 6
2 Organizational SPP # 2 : Handling Telephone Calls 7
3 Organizational SPP # 3 : Handling Lost Guest 9
4 Organizational SPP # 4 : Handling Grieving Guest 11
5 Organizational SPP # 5 : Handling Angry Patient / Complaint 12
6 Organizational SPP # 6 : Showing Direction 13
7 Organizational SPP # 7 : Receiving Guest With Appointment 14
8 Organizational SPP # 8 : Acknowledging Guest 15
9 Organizational SPP # 9 : Handling Guest At Elevator 17
10 Organizational SPP # 10 : Delay In Service Delivery 18
11 Organizational SPP # 11 : Entering Patient’s Room
12 Organizational SPP # 12 : Patient Staff

Coffee Break
3:30 pm ~ 3.50 pm

Organizational SPP Page
4
No Content 5
1 Organizational SPP # 1 : Explaining Visiting Hours 6
2 Organizational SPP # 2 : Handling Telephone Calls 7
3 Organizational SPP # 3 : Handling Lost Guest 9
4 Organizational SPP # 4 : Handling Grieving Guest 11
5 Organizational SPP # 5 : Handling Angry Patient / Complaint 12
6 Organizational SPP # 6 : Showing Direction 13
7 Organizational SPP # 7 : Receiving Guest With Appointment 14
8 Organizational SPP # 8 : Acknowledging Guest 15
9 Organizational SPP # 9 : Handling Guest At Elevator 17
10 Organizational SPP # 10 : Delay In Service Delivery 18
11 Organizational SPP # 11 : Entering Patient’s Room
12 Organizational SPP # 12 : Patient Staff

HOW TO HANDLE DIFFICULTY
CUSTOMERS?

5 main Types of difficult customers

1. Angry customers
2. Impatient customers
3. Intimidating customers (menakutkan)
4. Timid customers (malu2)
5. Talkative customers

* Each one can be dealt with successfully using the correct
strategy

Dealing with difficult customers

1. Listen
2. Don’t get defensive
3. Don’t take it personally
4. Find out what the customer want
5. Discuss alternative
6. Take responsibility for what you CAN do
7. Agree on action









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