ACLS
Advanced Customer Life Support
Wake County EMS - 2007
Why do I have to know this stuff?
Everybody is a Customer
Good Experience – They Tell 5 people
Bad Experience – 15 People
EVEN IN A NO CHOICE ENVIRONMENT
Wake County EMS - 2007
SEE ONE ……
… DO ONE …
…… TEACH ONE!
Wake County EMS - 2007
Basic Adult Learning
“Tell me and I forget,
Show me and I remember,
Involve me and I understand.”
"Chinese proverb"
Wake County EMS - 2007
Ground Rules
1. Our essential mission and number one
priority is to deliver the best possible service
to our customers
2. Always be nice--treat everyone with respect,
kindness, patience, and consideration
3. Consider how you and what you are doing
looks to others
4. Treat folks as you would want to be treated
- Alan Brunacini
Wake County EMS - 2007
What was your First Job?
Wake County EMS - 2007
Who’s a Customer?
 Patient
 Employee
 Manager
 Nurse
 Mechanic
 Coworker
INTERNAL
EXTERNAL
Wake County EMS - 2007
The First 7 Seconds
- WHAT you say
- The WAY you say it
- What they SEE
Body Language
Appearance
Action
Wake County EMS - 2007
What Are the Rules?
Wake County EMS - 2007
Moments of Truth
When you enter someone’s house – mind the
cot!
When you answer the phone – If you call a
stations does it instill confidence?
When shifts change – Are you respectful of
your co-workers?
Wake County EMS - 2007
Everybody Makes Mistakes
Wake County EMS - 2007
Wake County EMS - 2007
The Best in the Group?
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FedEx
The Ritz-Carlton
Lands End
Nordstrom Department Store
Phoenix Fire Department
Wake County EMS - 2007
Federal Express (FedEx)
 Attention to Detail – Everything Counts
 Early Use of Technology
 Quick, Courteous Phone Techniques
Wake County EMS - 2007
The Ritz-Carlton
Wake County EMS - 2007
Wake County EMS - 2007
The Ritz Way
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Be an Ambassador
Record Guest Preferences
You discover a problem you own it - $$
All levels serve the guests
Wake County EMS - 2007
Phoenix Fire Department
http://www.ci.phoenix.az.us/FIRE/volume1.html
Wake County EMS - 2007
MISSION
The Phoenix Fire Department is committed
to providing superior levels of quality
service that exceed the public's
expectations for timely and effective
delivery of fire prevention, fire control,
emergency medical treatment,
transportation and public education.
Wake County EMS - 2007
Quality will be evaluated on how well we
maintain excellence in customer
satisfaction, meeting the needs of our
people, achieving organization goals, and
creating a service culture that
continuously reinforces and promotes
excellence in all line and support
functions.
Wake County EMS - 2007
… We have become the "Agency of Last
Resort" for the poor, the homeless, the
destitute, the mentally, emotionally and
physically challenged, the chronically ill,
the indigent, the incarcerated, and the
immigrant. Interpersonal awareness and
sensitivity is our responsibility.
Indifference or lack of empathy is a
professional weakness. The public does
not need one of our members to be
having a "bad day" when they call us for
help... they're already having one of their
own.
Wake County EMS - 2007
Phoenix Fire Department
 Will change your tire if you are broken
down
 Will drive your car to the Hospital
 Will make take care of pets
 Encourages problem solving in the street
– not mother may I
Wake County EMS - 2007
MANAGEMENT AND SUPERVISORY
RESPONSIBILTIES
Performance standards must be in place
to inspire exceptional performance rather
than to accept standard performance.
The supervisor sets the standards of
consistent excellence/service by example.
Wake County EMS - 2007
The 10 Deadly Sins
I don’t know
I don’t care
I can’t be bothered
I don’t like you
I know it all
You don’t know
anything
7. We don’t like your
kind
1.
2.
3.
4.
5.
6.
8. Don’t come back
9. I’m right and your
wrong
10. Hurry up and wait
Wake County EMS - 2007
What do you do?
Listen (Allow ventilation…within reason)
Make the Customer feel understood
Make the Customer feel liked
Make the Customer feel appreciated and
respected
 Document the complaint
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Wake County EMS - 2007
Rule #1 The Customers Always
RIGHT
Rule #2 If the Customer is
ever wrong, reread Rule #1
Wake County EMS - 2007
Questions?
Wake County EMS - 2007