Customer Service Training Videos: Creating an Organization-Wide Standard

There is no standard customer service training available for all; University of Utah Health employees.

Project: Customer Service Training Videos: Creating an Organization-Wide Standard Team Members: Kim Lopez, Shannon Lingwall, Erin Heath, and Prati Shah Start Date: 3/20/17 I. Problem Situation V. Countermeasures There is no standard customer service training available for all University of Utah Health employees. Create a customer service training program that incorporates training videos starring University of Utah Health employees to be used by anyone in the organization to promote perfect customer service. Completion Date: Approx. 8/25/17 Faculty Unit/Department: Revenue Cycle Support Services II. Current Situation There is not a consistent definition of customer service across University of Utah Health, nor is there a specific desired outcome surrounding the concept. III. Target/Goal Create a standardization among all University of Utah Health departments and faculty for customer service delivery. IV. Root Cause Analysis There is difficulty communicating with every department within the organization about customer service expectations. It is also hard to standardize customer service procedures across the institution due to the sheer size of the organization and the variety of services offered. VI. Implementation The Customer Service Training will consist of PowerPoints and videos to define customer service at University of Utah Health these videos will encourage that it all starts with U to make a difference! The training can be used by any team/department. There are options to follow a structured outline so team leaders can teach the full 3 hour course, or they may use specific videos from the library on Pulse to customize it for their area VII. Follow Up Planned: Adjust training videos as necessary to meet the varying needs of each department. $$ Impact: TBD