Business and Law

1. Pakistan Kidney Liver Institute and
Research Center
Total Customer Service Management
Service Philosophy – Cultural Development

3. Total Customer Service - Training Objectives
• Primary purpose is to set pace for service-based culture so that Total Customer Service (TCS)
concept be implemented at levels of PKLI&RC as patient care is the heart of everything we do.
• Designed for all levels so that in totality, customer experience enhancement could result at
Individual, Departmental & Organizational levels.
• To build and spread the concept of workplace spirituality for ultimate employee's inner self
fulfillment & contentment.
• Equality and Equity not only for patient but for patient associates, colleagues, teams, society
and for nation.
• Strategies To Avoid the problem – Proactiveness

4. Total Customer Service - Training Contents
• Total Customer Care Service Philosophy Principles
• Attitude which determines Altitude
• Who is Health Care Customer & Various Types of Organizational Customers
• Total Customer Quality Care Management
• Basic Skills for Total Customer Services Management
• Ways to Improve Customer Care Services Levels
(Telephone Etiquettes, Body Language, Tone of Voice)
• Desire and Importance of Basic Courtesies, Mannerism & Behaviour
• Magic of Empathy

5. Total Customer Service - Philosophical Principles
1. Customer’s Safety & Customer’s Service Quality
2. Respect of Confidentiality & Privacy
3. Service Attitude for Health Care Setup
4. Communication – Verbal & Non-Verbal
5. Customer Response Lead Time
6. Magic of Empathy
7. Total Customer Service – Cultural Reinforcement
8. First Impression & Appearance
9. Commitment – (Individual, Departmental & Organizational Level)
10. Sense of Ownership

6. Who is Responsible for Customer Service ?
Everyone in the
Health Care
System!