New Hire Orientation 2021

Customer Service Standards

Customers are 1. The most important people at Kern Medical

2. People who have needs, it’s our job to fill those needs. 3. Not dependent on us, we are dependent on them. 4. Not interruptions to our work, they are the purpose of it. 5. Deserving of the most courteous and attentive treatment we can give them.

BLAAST of PPWR with Guests Be Committed • Smile & make eye contact within 3 seconds of encounter • Stop what you are doing so that your customer knows that they are the most important person at that time • Acknowledge people by name, if you know it • Acknowledge visitors in the hallways or reception areas Listen to Request • Let the other person talk – avoid interrupting • Listen attentively – hear what they are saying so you understand what their needs are

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