Question

In a healthcare facilty:

IWrite a policy and procedure for customer service for use by the receptionists at the front desk. Include procedures for dealing with voicemail messages from overnight and telephone calls, and for handling walk-in customers

Answer 1

Answer:-

Department Policy Customer Service - External communication

Subject: Voice message and Telephone calls

Title of Policy and Procedure: Policy on handling voice message and telephone calls

Policy Number: Customer Senile '2018/ PO

Approved By:

Effective Date: 06/01/2018 Approved Date: 05/31'2018 Revision Date: 05/30/2019

Policy:

The strategy on managing medium-term voice messages and phone calls is to act promptly guarantee that the message is gotten and conveyed to the concerned people and client benefit level is clung to

Method:

i) Check for any overmuch voice messages in the voice message bo

ii) Note down the message one by one and the concerned phone nos.

iii) Communicate the message to the concerned department.

iv) Call back the customer if needed

v) In case of receipt of telephone call, greet the customer and ask how may one can help lumber' vi) Transfer the call to relevant department if needed

vii) Note down the query with an assurance to call back if department is not available

Department Policy. Customer Service - Customer welkins

Subject: Dealing with customer visits

Title of Policy and Procedure: Policy on handling customer during their welkins

Policy Number: Customer SeniceI2018/2/0

Approved By:

Effective Date: 06'01'2018 Approved Date: 05/31'2018 Revision Date: 0530, 2019

Policy: The policy on dealing with customers who visit the department and addressing their requirements to ensure compliance with customer service level

Procedure:

I) Greet the client coordially

ii) Ask about their inquiries

iii) Invite them to take a load off in the gathering territory

iv) Inform them that their inquiries will be illuminated and interface with the significant division

v) in the event that pertinent dept. isn't accessible, at that point guarantee them of a goals Ask their telephone numbers for a get back to and interface with the issue goals expert

vi) Provide them with a speculative thought regarding the quantity of days required for issue resolution

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