1. True Excellence through Exceptional Service Table of Contents ~ Preamble Module I. – The Customer Module II. – The Reality of Poor Customer Service Module III. - Modeling Excellence in Customer Service Module IV. – FISH – Catch the Energy & Release the Potential Module V. – The FISH Challenge Module VI. – Making the Commitment to Excellent Customer Service

2. True Excellence through Exceptional Service Preamble A Customer A customer is the most important visitor on our premises. He is not dependent on us. We are dependent on him. He is not an interruption to our work. He is the purpose of it. He is not an outsider to our business. He is part of it. We are not doing him a favor by serving him. He is doing us a favor by giving us an opportunity to do so. Mahatma Gandhi

4. True Excellence through Exceptional Service Module II Defining Customer Service The Focus of Kids Behavioral Health Quality Programs Successful Organization Customer Relationships Dedicated Employees

5. True Excellence through Exceptional Service The Ice Breaker In order to break the ice you will be introducing one of your colleagues next to you. Make sure the hobbies you list are legal. ________________ has worked at Copper Hills Youth Center for ______________ years, months, or weeks. Their job title is a ________ and works in ________ Department or Unit. Some of their hobbies include _________ and _________.

6. True Excellence through Exceptional Service MODULE I The Customer

8. True Excellence through Exceptional Service Module I The Customer The Definition of a Customer… A customer is anybody who isn’t you! This is a critical key to a successful organization. This definition of a customer includes all the people inside and all the people outside of the company: External & Internal Customers. External Customers : The customers that we serve outside of the sphere of our company. Internal Customers : The people who server our External Customers- the employees and and others that work within our company.

11. True Excellence through Exceptional Service Module I The Customer An Exercise … The Customer A Self-Assessment

12. True Excellence through Exceptional Service Module I The Customer The Customer-A Self Assessment Instructions: Circle 5 words that most clearly show how you feel about each of your customer categories. EXAMPLE------- Unpleasant Red Disturbed f. Content Pleasant Green e. Unclear Disinterested Ignored d. Acknowledged Clarity Thanks c. Jargon Issues Problems b. Informed Empathetic Interested a. My Pet

13. True Excellence through Exceptional Service Module I The Customer The Customer-A Self Assessment Instructions: Circle 5 words that most clearly show how you feel about each of your customer categories. Unpleasant Red Disturbed f. Content Pleasant Green e. Unclear Disinterested Ignored d. Acknowledged Clarity Thanks c. Jargon Issues Problems b. Informed Empathetic Interested a. Patient/Resident/Client Unpleasant Red Disturbed f. Content Pleasant Green e. Unclear Disinterested Ignored d. Acknowledged Clarity Thanks c. Jargon Issues Problems b. Informed Empathetic Interested a. Parent/Guardian

14. True Excellence through Exceptional Service Module I The Customer The Customer-A Self Assessment Instructions: Circle 5 words that most clearly show how you feel about each of your customer categories. Unpleasant Red Disturbed f. Content Pleasant Green e. Unclear Disinterested Ignored d. Acknowledged Clarity Thanks c. Jargon Issues Problems b. Informed Empathetic Interested a. Referral Source Unpleasant Red Disturbed f. Content Pleasant Green e. Unclear Disinterested Ignored d. Acknowledged Clarity Thanks c. Jargon Issues Problems b. Informed Empathetic Interested a. Funding Source and/or MCO

15. True Excellence through Exceptional Service Module I The Customer The Customer-A Self Assessment Instructions: Circle 5 words that most clearly show how you feel about each of your customer categories. Unpleasant Red Disturbed f. Content Pleasant Green e. Unclear Disinterested Ignored d. Acknowledged Clarity Thanks c. Jargon Issues Problems b. Informed Empathetic Interested a. Vendors/Suppliers Unpleasant Red Disturbed f. Content Pleasant Green e. Unclear Disinterested Ignored d. Acknowledged Clarity Thanks c. Jargon Issues Problems b. Informed Empathetic Interested a. Community

16. True Excellence through Exceptional Service Module I The Customer The Customer-A Self Assessment Instructions: Circle 5 words that most clearly show how you feel about each of your customer categories. Unpleasant Red Disturbed f. Content Pleasant Green e. Unclear Disinterested Ignored d. Acknowledged Clarity Thanks c. Jargon Issues Problems b. Informed Empathetic Interested a. Employee Unpleasant Red Disturbed f. Content Pleasant Green e. Unclear Disinterested Ignored d. Acknowledged Clarity Thanks c. Jargon Issues Problems b. Informed Empathetic Interested a. Contract Workers

17. True Excellence through Exceptional Service Module I The Customer The Customer-A Self Assessment Instructions: Circle 5 words that most clearly show how you feel about each of your customer categories. Unpleasant Red Disturbed f. Content Pleasant Green e. Unclear Disinterested Ignored d. Acknowledged Clarity Thanks c. Jargon Issues Problems b. Informed Empathetic Interested a. Volunteer Unpleasant Red Disturbed f. Content Pleasant Green e. Unclear Disinterested Ignored d. Acknowledged Clarity Thanks c. Jargon Issues Problems b. Informed Empathetic Interested a. Interns

18. True Excellence through Exceptional Service Module I The Customer The Customer-A Self Assessment Instructions: Circle 5 words that most clearly show how you feel about each of your customer categories. Unpleasant Red Disturbed f. Content Pleasant Green e. Unclear Disinterested Ignored d. Acknowledged Clarity Thanks c. Jargon Issues Problems b. Informed Empathetic Interested a. Supervisor Unpleasant Red Disturbed f. Content Pleasant Green e. Unclear Disinterested Ignored d. Acknowledged Clarity Thanks c. Jargon Issues Problems b. Informed Empathetic Interested a. Home Office

19. True Excellence through Exceptional Service Module I The Customer The Customer-Self Assessment Results To score yourself, write down the letters that correspond to the row of each of the words that you circled. If three words or more appear on lines a, c or e, you enjoy interacting with your customers. If three words or more appear on lines b, d, or f, you do not enjoy interacting with your customers. “ Super Service” by Val & Jeff Gee Intern Employee Volunteer Community Contract Worker Supervisor Home Office Vendors/Suppliers Funding Source/MCO Referral Source Parent/Guardian Patient/Resident/Client Row Letters A,C,E B,D,F Category

21. True Excellence through Exceptional Service Module I The Customer KEY POINT ALL of our customers are critically important and valuable to the success of our organization.

22. True Excellence through Exceptional Service Module I The Customer EVALUATION What did you like LEAST about this module? What did you like MOST about this module? 5 4 3 2 1 Presenters Interaction with Audience 5 4 3 2 1 Presentation Skills What comments and/or suggestions do you have that you feel could improve this module? PRESENTER(S) of Module 5 4 3 2 1 Exercises & Activities 5 4 3 2 1 Length of Module PRESENTATION of Module 5 4 3 2 1 Application to Your Job 5 4 3 2 1 Information & Value to You CONTENT of Module 5 Excellent 4 Great 3 Good 2 Poor 1 Bad Category On a scale of 1 – 5, please rate the following:

23. True Excellence through Exceptional Service MODULE II The Reality of Poor Customer Service

25. True Excellence through Exceptional Service Module II The Reality of Poor Customer Service “ Service Excellence” by Wendy Leebov, Ed.D. Poor Customer Service is the #1 Reason for loss of customers and business!

27. True Excellence through Exceptional Service Module II The Reality of Poor Customer Service Poor Customer Service is like a Disease. The stages of disease or methods of infiltration: (PORCS) 1 – Ignorance of preventive measures to prevent contamination & infiltration. 2 – Exposure to one that is infected & practices PORCS. 3 – Contamination by allowing the germs or habits to enter our system or organization. 4 – Infection as the germs or habits overwhelm our defenses & we succumb to the behavior of PORCS. 5 – Damage when the infection destroys the body’s or organizations vital functions & efficiency. Or in our case it destroys the business.

29. True Excellence through Exceptional Service Module II The Reality of Poor Customer Service Where Does the Business Come From? An Exercise: List the top 5 Referral Sources and/or Territories that business come from. 1. 2. 3. 4. 5.

30. Where Does Our Business Come From? 19 Census = 96 Effective 10/31/02 27 13 21 5 4 1 Ranking By Region & Referral Source #1 – Arizona = $1.4 million* a. Navajo Nation b. AZ CYF #2 – Alaska = $909,000* a. Northstar Hospital b. Providence c. AK DFYS #3 – Utah = $806,000* a. UT DCFS #4 – New Mexico = $668,000* a. Lovelace b. Presbyterian c. Cimarron #5 – Colorado = $257,000* a. El Paso County b. Jefferson County c. Mesa County d. Pueblo County * Based on ALOS –187 days 2 1 1 1 1

32. True Excellence through Exceptional Service Module II The Reality of Poor Customer Service EVALUATION What did you like LEAST about this module? What did you like MOST about this module? 5 4 3 2 1 Presenters Interaction with Audience 5 4 3 2 1 Presentation Skills What comments and/or suggestions do you have that you feel could improve this module? PRESENTER(S) of Module 5 4 3 2 1 Exercises & Activities 5 4 3 2 1 Length of Module PRESENTATION of Module 5 4 3 2 1 Application to Your Job 5 4 3 2 1 Information & Value to You CONTENT of Module 5 Excellent 4 Great 3 Good 2 Poor 1 Bad Category On a scale of 1 – 5, please rate the following:

33. True Excellence through Exceptional Service MODULE III Modeling Excellence in Customer Service

35. True Excellence through Exceptional Service Module III Modeling Excellence in Customer Service It is an individual’s responsibility to set the tone for Excellence in Customer Service. Model the expectation!

36. True Excellence through Exceptional Service Module III Modeling Excellence in Customer Service Covey’s Principle: Begin with the End in Mind What is it that you want your … … patients/residents/clients … parent/guardians … referral sources … funding sources … vendors/suppliers … community … employees … contract workers … volunteers … interns … supervisors … home office to say about your organization?

37. True Excellence through Exceptional Service Module III Modeling Excellence in Customer Service The Customer’s Perception is Our Reality!

38. True Excellence through Exceptional Service Module III Modeling Excellence in Customer Service An Exercise: Follow the Leader

40. True Excellence through Exceptional Service Module III Modeling Excellence in Customer Service EVALUATION What did you like LEAST about this module? What did you like MOST about this module? 5 4 3 2 1 Presenters Interaction with Audience 5 4 3 2 1 Presentation Skills What comments and/or suggestions do you have that you feel could improve this module? PRESENTER(S) of Module 5 4 3 2 1 Exercises & Activities 5 4 3 2 1 Length of Module PRESENTATION of Module 5 4 3 2 1 Application to Your Job 5 4 3 2 1 Information & Value to You CONTENT of Module 5 Excellent 4 Great 3 Good 2 Poor 1 Bad Category On a scale of 1 – 5, please rate the following:

41. True Excellence through Exceptional Service MODULE IV FISH Catch the Energy & Release the Potential

43. True Excellence through Exceptional Service Module IV FISH – Catch the Energy & Release the Potential “ We have the combined knowledge and the energy to position Kids Behavioral Health as the premier provider of behavioral health services and as the employer of choice in our communities. This will happen when positive attitudes, a sense of purpose, and great passion are combined with healthy playfulness. It all starts with making a choice. I encourage you to choose the ideals and attitudes demonstrated in this book and to incorporate them into your daily lives”.

44. True Excellence through Exceptional Service Module IV FISH – Catch the Energy & Release the Potential An Exercise: Read the Book: FISH

45. True Excellence through Exceptional Service Module IV FISH – Catch the Energy & Release the Potential Discuss the Book

47. True Excellence through Exceptional Service Module IV FISH – Catch the Energy & Release the Potential EVALUATION What did you like LEAST about this module? What did you like MOST about this module? 5 4 3 2 1 Presenters Interaction with Audience 5 4 3 2 1 Presentation Skills What comments and/or suggestions do you have that you feel could improve this module? PRESENTER(S) of Module 5 4 3 2 1 Exercises & Activities 5 4 3 2 1 Length of Module PRESENTATION of Module 5 4 3 2 1 Application to Your Job 5 4 3 2 1 Information & Value to You CONTENT of Module 5 Excellent 4 Great 3 Good 2 Poor 1 Bad Category On a scale of 1 – 5, please rate the following:

48. True Excellence through Exceptional Service MODULE V The FISH Challenge

50. True Excellence through Exceptional Service Module IV FISH – Catch the Energy & Release the Potential Watch the Video

51. True Excellence through Exceptional Service Module IV FISH – Catch the Energy & Release the Potential Discuss the Video

52. True Excellence through Exceptional Service Module V The FISH Challenge An Exercise: What Can You Do? CHOOSE YOUR ATTITUDE: The Fish guys are aware that they chose their attitude each day. One of the fish guys said, “When you are doing what you are doing, who are you being? Are you being impatient and bored, or are you being world famous? You are going to act differently if you are being world famous.” Who do we want to be while we do our work? PLAY: The fish guys have fun while they work, and fun is energizing. How could we have more fun and create more energy? MAKE THEIR DAY: The fish guys include the customers in their good time. They engage their customers in ways which create energy and goodwill. Who are our customers and how can we engage them in a way that will make their day? How could we make each other days? BE PRESENT: The fish guys are fully present at work. What can they teach us about being present for each other and our customers?

53. True Excellence through Exceptional Service Module V The FISH Challenge Group Presentations

55. True Excellence through Exceptional Service Module V The FISH Challenge EVALUATION What did you like LEAST about this module? What did you like MOST about this module? 5 4 3 2 1 Presenters Interaction with Audience 5 4 3 2 1 Presentation Skills What comments and/or suggestions do you have that you feel could improve this module? PRESENTER(S) of Module 5 4 3 2 1 Exercises & Activities 5 4 3 2 1 Length of Module PRESENTATION of Module 5 4 3 2 1 Application to Your Job 5 4 3 2 1 Information & Value to You CONTENT of Module 5 Excellent 4 Great 3 Good 2 Poor 1 Bad Category On a scale of 1 – 5, please rate the following:

56. True Excellence through Exceptional Service MODULE VI Making The Commitment to Excellent Customer Service

58. True Excellence through Exceptional Service Module VI Making the Commitment to Excellent Customer Service Dear …

59. True Excellence through Exceptional Service Module VI Making the Commitment to Excellent Customer Service Letter Continued …

60. True Excellence through Exceptional Service Module VI Making the Commitment to Excellent Customer Service EVALUATION What did you like LEAST about this module? What did you like MOST about this module? 5 4 3 2 1 Presenters Interaction with Audience 5 4 3 2 1 Presentation Skills What comments and/or suggestions do you have that you feel could improve this module? PRESENTER(S) of Module 5 4 3 2 1 Exercises & Activities 5 4 3 2 1 Length of Module PRESENTATION of Module 5 4 3 2 1 Application to Your Job 5 4 3 2 1 Information & Value to You CONTENT of Module 5 Excellent 4 Great 3 Good 2 Poor 1 Bad Category On a scale of 1 – 5, please rate the following:

61. True Excellence through Exceptional Service EVALUATION What did you like LEAST about this Customer Service Presentation? What did you like MOST about this Customer Service Presentation ? 5 4 3 2 1 Presenters Interaction with Audience 5 4 3 2 1 Presentation Skills What comments and/or suggestions do you have that you feel could improve this Customer Service Presentation? PRESENTER(S) of Module 5 4 3 2 1 Exercises & Activities 5 4 3 2 1 Length of Entire Program Presentation PRESENTATION of Module 5 4 3 2 1 Application to Your Job 5 4 3 2 1 Information & Value to You CONTENT of Module 5 Excellent 4 Great 3 Good 2 Poor 1 Bad Category EVALUATION OVERALL On a scale of 1 – 5, please rate the following: