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FCMC board hears about customer training efforts | Preston Citizen

FCMC board hears about customer training efforts

August 28, 2013
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By CITIZEN STAFF 

Improved customer service is one of the efforts being actively pursued by Franklin County Medical Center’s board of trustees and administration.

During its August meeting, the board heard a presentation by consultant Carol Taylor on customer service training efforts so far in 2013, hospital CEO Mike Andrus said. She met and trained a committee of front line staff at the hospital during three all-day sessions.

Training has concentrated on specific customer service strategies and practices in communications between departments, among staff and customers, creating a culture of service and seeking opportunities to serve, going the extra mile and being courteous. Training has also included building customer loyalty with consistency, performance and being trustworthy, Andrus said.

The LIGHT Initiative was explained. It stands for Listen, Initiate, Go beyond, Hope, Trust and is a strategy developed by the customer service team. It is used to proceed with training other staff and maintaining awareness.


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