Our goal is to connect with even more people within our community. Our new page will allow us to gain a larger audience across all platforms. Check out our new account for the latest updates and information.

Visit our new account at:  https://www.instagram.com/optimum._rts/

Let’s start off by defining who your customer is. Immediately, you envision the person currently utilizing your service or products. Typically, these people would be called your prospect, patient, client, shopper, patron, etc. Other people fall into this category as well, however, when you examine this a little closer. A customer is not always only the person using your services. It could be the parents of a child in school, the family members of a parent using your services. It could be the candidate you’re attempting to hire or the employees in your organization, or even your manager or one of the company’s vendors. In brief, it is everyone you come into contact with during the course of your work day. Beyond your work day, the term “customer service” can be substituted for just being polite in your interactions with everyone you meet. 

Now that we have defined who a customer is, let’s dig deeper into why understanding their emotional state might be important to a successful and positive interaction. To do this, think of a child and his or her parents going back-to-school shopping. In this scenario, there are two clients you will be faced with, and both may have very different emotional states. The child may be excited about going back to school, buying their new binders, pencils, and backpacks, whereas the parent is cranky about all the money they are spending, and trying to corral their children, the traffic, or crowds in the stores and malls. In both cases, how they are feeling has a direct relation to the way you or your employee will need to interact with them. For the child you will need to show that same excitement, and for the parent you might need to just be courteous and efficient. Now let’s look at a new patient being referred to a Home Health Agency. What could be the mental state of this customer? They could be scared, feeling vulnerable, tired of being sick and within the healthcare system, ready to be home, and concerned for the potential financial burden they might incur. Initially, the patient is not your only customer in this case, and each one of those involved may have one or more of the aforementioned emotions going on. As an example, when speaking to Mr. Smith and his wife, your ideal customer service would lead with empathy, reassurance, competence, and the timely nature of nursing, therapies, and caregivers. Whereas, when dealing with Mr. Smith’s daughter or son, you may want to switch the focus of your customer service to being efficient, actively listening, and providing concise descriptions of services and cost. This sounds easy, like basic information, but honestly, in most interactions, everyone is only thinking of themselves. For instance, the cashier at the office supply store in the first example might only see a grumpy lady and an obnoxious kid, or the staffing coordinator at the home health agency might be put off by the curt conversation Mr. Smith’s son is having with her. In both cases, the person who should be providing customer service has focused on themselves rather than the customer.

As you begin to read this list of best practices, think about your customer and their emotional state and how you would need to modify these best practices to be most effective.

Top 7 Customer Service Best Practices:

1. First Impressions: How your client initially interacts with you has nothing to do with you. Do not personalize a person’s attitude or behavior.
2. Observe and Drive: In face-to-face interactions, look your client in the eye, and all interactions use active listening skills to determine what the needs are and the driving force behind their need or question.
3. Be the fixer: Be concise in your response and only promise or solve issues that can be done at that time. Apologize and explain how you will get the information to answer the question or solve that problem. Be as specific as you can about the expected resolution time frame.
4. The Follow-up: Follow up on what was promised by keeping your client aware of your progress, should the timeframe you set move.
5. Make it personal: Personalize your customer service by introducing yourself and using your customer’s name when appropriate.
6. Smile: Smile. Really, it’s that simple. This applies when you are face to face or talking to someone on the phone. A smile can be heard as loudly as it can be seen.
7. Remove yourself: Remember, this interaction is not about you.

In my 26 years in recruiting, sales management, and national sales as a trainer and now a business owner, I have seen communication and customer service lead to unbelievable successes and an equal amount of failures. The primary causes of those failures occur when the person providing the service did not fully understand the “why” behind an attitude or question of a client. Without that understanding, even the best customer service plan will fail.

About the Author: John Dalton is the owner of Optimum RTS, a medical employment and consultant company. He has taught and consulted for clients that have just opened their doors to Fortune 100 companies. He can be reached at jdalton@optimumrts.com and you can visit his website at www.optimumrts.com

Read the article in its original format using: https://conta.cc/3XuLF3c

Happy New Year! I trust this message finds you well and that you had a joyful holiday season. As we step into a new year, I want to extend my warmest wishes for an excellent and prosperous 2024. At Optimum RTS, we value the relationship we’ve built, and as always, we remain committed to supporting your hiring needs. If you find yourself in need of talented professionals to join your team, please don’t hesitate to reach out. Our team is ready to assist you in finding the right candidates to drive success in the coming year.

Thank you for your continued partnership, and we look forward to contributing to your success in 2024!

Best regards,

Daniela Giraldo

Manager of Staffing Services

New Year New Goals!

Start 2024 strong, by setting clear intentions for your career.

As we stand at the threshold of a new year, it’s the perfect time to reflect on our professional journey and set forth on a path of self-discovery and growth. Creating new career goals and intentions allows us to redefine our aspirations, chart a course for success, and ultimately cultivate a more fulfilling and purposeful professional life.

Here are some easy ways to fulfill your 2024 career goals.

Break your goals down into smaller steps: By breaking your large goal into smaller, more easily achievable actions, you can proactively work towards the big picture.

Create specific but flexible goals: Understand that you are not going to be able to achieve everything in one day, being successful is all about being adaptable. Not everything goes as planned. We may have to change our course, but we must maintain our focus.

Make your goals challenging: To grow we must push ourselves out of our comfort zones. Your goals should push you to achieve the things you desire.

Hold yourself accountable: Remind yourself daily of what your goals are. Each of your daily goals should push you towards your main goal. You can hold yourself accountable by creating reminders or expressing your desires to a non-judgmental third party that will help motivate you towards personal success.

Use this link to visit our newsletter page: https://conta.cc/3NVeUGD

Happy Holidays from Optimum RTS!

All of us here at Optimum RTS wish you and your families a Happy Holidays! As we look back on this year, we are so grateful for all of you. The opportunity to work with each of you is the gift that keeps giving. As we head into the New Year, know that we are always here for all of your business needs.

Unwrap Your Dream Job: Strategies for a Successful Job Hunt During the Holidays

Here are some easy tips and tricks that are guaranteed for a successful job hunt: 

• Be Selective: Search for jobs that excite you. Your passion for a position makes an impact during an interview.
• Personalize your resume: Ensure that your resume paints a full picture of who you are. Highlight all of your best skills and accomplishments.
• Learn a New Skill: Learning a skill that pertains to your desired position makes you an even more desirable candidate. If you can’t learn a new skill, hone a skill you already know!
• Ask Questions: Optimum RTS is always here to answer any questions and aid you in your job hunt.

Use this link to visit our Newsletter Page: https://conta.cc/3RFwj8D

Written by: Melanie Scherr

Written by: Melanie Scherr