AtlantiCare Leader Handbook

AtlantiCare’s Customer Experience Standards • I will say “please” and “thank you” in all customer/co-worker interactions.

• I will say “is there anything else I can help you with?” at the end of customer/co-worker interactions. • I will always identify myself, my department and say “may I help you”when answering the telephone. • I will always wear my name tag in a visible location. • I will smile, make eye contact and address others who are near me. • C.I. CARE (Connect, Introduce, Communicate, Ask & Anticipate, Respond, End with Excellence)

C.I. Care C.I. Care is the customer service model we use at AtlantiCare to reinforce our commitment to providing excellent customer service during every interaction. For more information on C.I. Care, visit the Customer Experience page on the Starfish (Starfish > About AtlantiCare > Customer Experience).

C I C A

Connect Introduce Communicate Ask for Permission & Anticipate Respond End with Excellence

R E

Location on Starfish: Starfish Experience Labs

Sacred Moments Sacred moments are moments of complete focus on the person. Every first interaction and every time a question is being asked is a sacred moment. Sit down or meet the person at their level when possible during these times. Look for and embrace opportunities for sacred moments. Sacred moments encourage, support, inspire and motivate others. Sacred moments enhance the story. For example, when a person comes to the department for the first time and when they leave, we would like to see the team take the opportunity to make the experience special for them. Service Recovery Service recovery is the art of fixing what went wrong for the customer and mending the damage that error, mistake, or misstep did to your relationship with the customer. Service recovery is about restoring trust when your customer is most vulnerable to doubt.

Recovery 101

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