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Published by shikinaddy2, 2020-03-05 02:29:53

SPP FOR NEW STAFF KPJ - Copy

SPP FOR NEW STAFF KPJ - Copy

LHI Consulting, 06-12, Duplex Office, Plaza Azalea, Persiaran Bandaraya, Seksyen 14, 40000 Shah Alam, Selangor, MALAYSIA
Tel:+603 5523 3866 Fax:+603 5523 4277 Website: www.lhi-consulting.com

LET’S WE DANCE

Trainer’s Profile & Introduction

Your
Photo

WHY ARE YOU HERE?

4

Service Culture – SE KPJ Way

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

Pairing

WHAT IS CULTURE? 6

© 2017 LHI Consulting MALAYSIA

WHY DO WE NEED 7

SERVICE CULTURE?

© 2017 LHI Consulting MALAYSIA

© 2017 LHI Consulting MALAYSIA

LHI Consulting, 06-12, Duplex Office, Plaza Azalea, Persiaran Bandaraya, Seksyen 14, 40000 Shah Alam, Selangor, MALAYSIA
© 2017 LHI Consulting MALAYSIA Tel:+603 5523 3866 Fax:+603 5523 4277 Website: www.lhi-consulting.com

Service Excellence
What is this for?

© 2017 LHI Consulting MALAYSIA

Customer Service

Do what you do so
well that they will
want to see it again

and bring their
friends

Walt Disney
(1901 ~ 1966)

© 2017 LHI Consulting MALAYSIA

CLEVEND CLINIC EMPATHY

© 2017 LHI Consulting MALAYSIA

KPJ Healthcare Berhad Profile

© 2017 LHI Consulting MALAYSIA

Evolution

What can we tell about this ….?

© 2017 LHI Consulting MALAYSIA

KPJ Healthcare Berhad Profile

Information
Technology

Service

Dato' Amiruddin Abdul Satar

© 2017 LHI Consulting MALAYSIA

Nasi Lemak ….

© 2017 LHI Consulting MALAYSIA

Human Touch S__

Client Centric System involve the following

SOP

Process People

© 2017 LHI Consulting MALAYSIA

Service Chain …

© 2017 LHI Consulting MALAYSIA

BLOOD CIRCULATION

PING – PONG – PANG - PIUNG

© 2017 LHI Consulting MALAYSIA

LHI Consulting, 06-12, Duplex Office, Plaza Azalea, Persiaran Bandaraya, Seksyen 14, 40000 Shah Alam, Selangor, MALAYSIA
© 2017 LHI Consulting MALAYSIA Tel:+603 5523 3866 Fax:+603 5523 4277 Website: www.lhi-consulting.com

Courtesy

Good
Manner

Welcoming

Polite Considerate
Respectful

© 2017 LHI Consulting MALAYSIA

Japanese Shinkansen

© 2017 LHI Consulting MALAYSIA

Courtesy Hi. Good morning
How are you?
© 2017 LHI Consulting MALAYSIA May I help you?

Would you like some …?
May I have your name?
Is there anything else?
Thanks. Have a nice day

Courtesy

© 2017 LHI Consulting MALAYSIA

Courtesy

© 2017 LHI Consulting MALAYSIA

Warm Courtesy D A

P During After
Service Service
Pre
Service

1. Greet and Smile 1. Address guest by 1. Offer further

‘Hi, Good Morning’ name minimum assistance

2. Ask simple three times ‘Is there anything

questions 2. Receive and give else’

TEN ‘How are you document with both 2. Parting Note

Into doing?’ hands ‘Thank you, have a

PDA ‘How can I help ‘This is your …’ nice day’

you?’ ‘Thank you …’ 3. Optional –

3. Optional - 3. Cross-sell / Stand up

Stand up Cross-info

© 2017 LHI Consulting MALAYSIA

BLOOD CIRCULATION

MULTIMEDIA KARAT

© 2017 LHI Consulting MALAYSIA

LHI Consulting, 06-12, Duplex Office, Plaza Azalea, Persiaran Bandaraya, Seksyen 14, 40000 Shah Alam, Selangor, MALAYSIA
© 2017 LHI Consulting MALAYSIA Tel:+603 5523 3866 Fax:+603 5523 4277 Website: www.lhi-consulting.com

Pairing

WHAT IS BASIC COURTESY? 29

© 2017 LHI Consulting MALAYSIA

Captain Phillips

© 2017 LHI Consulting MALAYSIA

Basic Courtesy – Pre Service

Pre-Service
Establish eye contact, smile, nod and greet the guest - “Good
morning/ afternoon/ evening Tan Sri/ Pn Sri/ Dato’/ Datin/ En/ Pn…”

1
(A : To show that you are ever ready to serve and welcome the
guests)
Offer seat to guest with correct hand gesture - “Please have a

2 seat…” (when & if necessary)
(A : To make the guests feel comfortable)
Identify self to guest - “I’m …(your name)…” and offer assistance -

3 “May I help you?”
(A : To show that we care and ready to serve)

Practice BC 1, 2 and 3 one after another continuously (Pairing)

© 2017 LHI Consulting MALAYSIA

Basic Courtesy – During Service

During Service

Reconfirm guest’s needs - “You wanted to…(guest’s needs)…?”
4

(A : To avoid misunderstanding)

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

(A : To show respect / appreciation to customers)

Handling documents with both hands :
(a) When handing over the document, “This is your.. “
6 (b) When receiving the document, “Thank you..”
(A : To show respect / standardization)

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 …”
(A : To show we care / standardization)

© 2017 LHI Consulting MALAYSIA

Basic Courtesy – After Service

After Service
Offer further assistance before closing - “Is there anything else, Tan Sri/ Pn

8 Sri/ Dato’/ Datin/ En/ Pn …?”
(A : To show we care)
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 …”
(A : To show respect)
Shake hands (if and when necessary) and bid farewell to guest – * “Have a

10 nice day…”
(A : To show respect & appreciation)

Practice BC 8, 9 and 10 one after another continuously (Pairing)

© 2017 LHI Consulting MALAYSIA

Pairing

WHAT IS CORPORATE SPP? 34

© 2017 LHI Consulting MALAYSIA

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
5 Organizational SPP # 5 : Handling Angry Patient / 11
12
Complaint
6 Organizational SPP # 6 : Showing Direction 13
7 Organizational SPP # 7 : Receiving Guest With 14
15
Appointment 17
8 Organizational SPP # 8 : Acknowledging Guest 18
9 Organizational SPP # 9 : Handling Guest At Elevator
10 Organizational SPP # 10 : Delay In Service Delivery
11 Organizational SPP # 11 : Entering Patient’s Room
12 Organizational SPP # 12 : Patient Staff

© 2017 LHI Consulting MALAYSIA

Organizational SPP # 1

© 2017 LHI Consulting MALAYSIA

Organizational SPP # 1

Action Recital
1 Stand on both feet, eye contact,
Good morning/afternoon/evening Tan
nod & smile. Sri/Pn Sri/Dato’/Datin/ En/Pn/… (patient’s
2 Greet name)
For your information our visiting hours
3 Wards & ICU/CCU are from 12.00pm– 2.00 pm/ 4.30 pm –
9.00 pm.
Explain other conditions For ICU/CCU only two visitors are
allowed at a time. Children below 12
4 End of Conversation years old are not allowed as they are
Offer help again young and prone to infection.

5 If visitor says no Is there anything else Tan Sri/Pn
Sri/Dato’/Datin/ En/Pn/… ?
© 2017 LHI Consulting MALAYSIA Thank you and have a nice day.

Organizational SPP # 2

© 2017 LHI Consulting MALAYSIA

Organizational SPP # 2

Action Recital
1 Answer within 3 rings &
Good morning/ afternoon/ (Service),
smile. (Name) here.
2 Greet May I help you?
May I know who’s on the line, please?
3 Offer help Is there anything else Tan Sri/Pn
4 Get to know the caller Sri/Dato’/Datin/ En/Pn ?
5 Offer help again Thank you, have a nice day.
6 End call One moment, please Tan Sri/Pn
7 Transfer call Sri/Dato’/Datin/ En/Pn…
I will transfer your call to …
© 2017 LHI Consulting MALAYSIA (person/place)

Organizational SPP # 2 … Continue

Action Recital

8 Responding to the wrong extension Receiver
I’m sorry, you’ve reached a wrong

extension (or number). Who do you want

to talk to sir/ madam?

Caller
I’m sorry. Can you put me to Mr …

9 Answering for a different extension Good morning/ afternoon/ (Owner’s
Name) Extension and (Your Name) here.
May I help you

10 Asking who’s on the line Receiver / Caller

(Your name / Dept) here. May I know
who’s on the other line

© 2017 LHI Consulting MALAYSIA

Organizational SPP # 3

© 2017 LHI Consulting MALAYSIA

Organizational SPP # 3

Action Recital

1 Stand on both feet, eye contact,
nod & smile.

2 Greet Good morning/afternoon/evening Tan
Sri/Pn Sri/Dato’/Datin/ En/Pn…

3 Offer help May I help you Tan Sri/Pn Sri/Dato’/Datin/
En/Pn…?

4 Inform Direction

Eye contact, slightly nod & smile. This way Tan Sri/Pn Sri/Dato’/Datin/
5 i. (If close by) Show direction En/Pn…

6 ii. ( If escort is required ) Let me show you the place.

Have a nice day

© 2017 LHI Consulting MALAYSIA

Organizational SPP # 4

© 2017 LHI Consulting MALAYSIA

Organizational SPP # 4

Action Recital
1 Stand with both feet beside visitor. Tan Sri/Pn Sri/Dato’/Datin/ En/Pn…
My condolence to you and your family
Establish eye contact, nod, greet
and extend your condolence. Please have a seat (Accompany guest –
2 Offer seat (show empathy). sit/ stand with the guest)

3 Offer comforting hand on the Tan Sri/Pn Sri/Dato’/Datin/ En/Pn…
guest’s back.
Do you require transportation to take the
4 Listen tentatively/ allow grieving body of the late (Name) home?
process. (If yes), this is the contact no of the care
Once the guest/family has settled, taker
enquire on transportation. (If No), Again condolence from us. If you
Give contact No. need further assistance, you may contact
us at …. (Extension number)
© 2017 LHI Consulting MALAYSIA

Organizational SPP # 4 … Continue

Action Recital
5 Offer help and explain process
Tan Sri/Pn Sri/Dato’/Datin/ En/Pn…
•Medical Certificate of Death
•Death Registration Form This is the Medical Certificate of Death
•Burial Permit Release Form (Borang Pengesahan Kematian), Death
•Release of Body Registration Form (Borang Daftar
Kematian) and Burial Permit Release
6 Visitor Leaving Form (Borang Permohonan Pengeluaran
Maintain eye contact. Permit Penguburan. You are required to
submit all the forms with I/C of the late
© 2017 LHI Consulting MALAYSIA (name) to the Damansara Utama Police
Station within 24 hours. The burial permit
is to allow you to proceed with the burial.

We will inform you once the process is
ready for you to take the body of late
(Name) back.

Is there anything else that we can do for
you?

If you need any assistance, please don’t

Organizational SPP # 5

Action Recital

1 Stand on both feet, eye contact &
smile

2 Greet, slight nod. Good morning/afternoon/evening Tan
Sri/Pn Sri/Dato’/Datin/ En/Pn…

3 Introduce self and offer help I am (your name). May I help you?

4 Patient Complain

Ask guest’s name and usher guest May I know your name? I’m sorry Mr …,

nicely to discussion room please follow me

Offer for seat and guests’ name Please have a seat Mr …

While guest is complaining, eye

contact, nod, appropriate facial Yes … Mr … Yes sir ….

expression, acknowledge the issue

and mention guests’ name (3X)

5 Reconfirm guest’s complain Ok Mr …. Let me recap your needs

© 2017 LHI Consulting MALAYSIA

Organizational SPP # 5 … Continue

Action Recital
6 Facial expression - empathy Sorry to hear that…
Please wait for a while, let me find out.
7 Patient waiting investigation / Thank you for waiting.
report
On behalf of the hospital we are sorry for
8 Return any inconvenience caused.
Eye contact. Facial expression Is there anything else Tan Sri/Pn
Sri/Dato’/Datin/ En/Pn… ?
9 Offer further help
Have a nice day.
10 Patient Leaving
Eye contact. Escort patient to
door/car

© 2017 LHI Consulting MALAYSIA

Organizational SPP # 6

© 2017 LHI Consulting MALAYSIA

Organizational SPP # 6

Action Recital

1 Greet patient. Standing on both Good morning/afternoon/evening Tan

feet. Establish eye contact & smile. Sri/Pn Sri/Dato’/Datin/ En/Pn…

2 Introduce yourself I am … (name)
Offer help. May I help you?

3 Reconfirm the direction. (Services / Place)?

4 Showing direction using proper Let me show you the way.
hand gestures.
Escorting the guest This is the … (service / place), Tan Sri/Pn
Sri/Dato’/Datin/ En/Pn…
5 Reach destination Is there anything else Tan Sri/Pn
Sri/Dato’/Datin/ En/Pn…
© 2017 LHI Consulting MALAYSIA (Optional)
Your welcome, Tan Sri/Pn Sri/Dato’/Datin/
En/Pn…
Have a nice day.

Organizational SPP # 7

Action Recital

1 Greet patient, nod and smile Good morning/afternoon/evening Tan
Sri/Pn Sri/Dato’/Datin/ En/Pn…

2 Request for appointment card May I have your appointment card,
(when necessary) please?

3 Offer seat (Optional) Please have a seat

4 Request Patient’s Info Optional if no card

Look up patient info thru’ hospital May I have your name & IC no. please?

system (if necessary).

5 Inform patient of last visit & direct Tan Sri/Pn Sri/Dato’/Datin/ En/Pn…

to the respective clinic/services your previous visit on the… was with Dr/
Dept…. The clinic/ service….is at the …

floor

6 Show Direction using correct Have a nice day, Tan Sri/Pn
gestures. Sri/Dato’/Datin/ En/Pn…

© 2017 LHI Consulting MALAYSIA


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