SERVICE EXCELLENCE

Developing a service-driven culture is no small task. It is one that takes the effort and commitment or your entire staff to continually move in the right direction. 5THink focuses on processes and approaches that you can implement to truly sustain a customer service initiative so that it becomes part of your organization's culture – not an initiative with an exciting and impressive launch that slowly fades away, until it is a distant memory.

What barriers are preventing your employees from delivering the level of service that you (and they) would like delivered? Eliminating or reducing such barriers will go much further in building a culture of service excellence than simply asking your employees to "give great service." 5THink specializes in working with organizations to do just that.

We offer a wide range of consulting and educational services designed to improve your customer service, develop and implement your service excellence strategy, build patient relationships, and engage your employees and physicians in creating a service culture. We conduct an assessment of your needs based on your organization's current culture and the customers you serve. We then custom-design a program to meet your specific needs.

Here's what we do:

• Build a framework of strategies and tactics to make service excellence a "way of life" in your organization — not just another program!
• Develop a formalized plan that would facilitate a cultural change throughout the organization.
• Integrate patient satisfaction data with initiatives to improve performance; generate an understanding and use of survey results among all employees.
• Help your staff learn to think about how their behaviors can influence a patient’s experience.
• Utilize staff innovation, participation and teamwork to encourage and contribute to outstanding customer service.