What is Be Our Guest^®?

Be Our Guest is a comprehensive customer service campaign for hospitals. It includes complementary tools, systems for employee orientation and recognition, a program for patient and family satisfaction, and physician and staff training that support commitment to delivery customer service excellence.

What Are the Program’s Benefits?

• Keeps customer service excellence alive throughout your hospital organization
• Builds employee accountability
• Recognizes and rewards stellar performances by all employees
• Develops and maintains customer loyalty
• Enhances physician, staff and patient satisfaction

For Patients and Families

This program welcomes patients and their visitors to your hospital by personalizing their hospital experience. Program tools provide patients and their families easy access to services and amenities.

Wall Displays

Attractive and functional, these photographic wall displays become visual tools complementing your customer service initiatives. These displays include:
• Welcome to Our Hospital, which welcomes customers to your hospital
• Be Our Guest, a scripted message visually displayed throughout your facility
• Welcome to Our Unit, dry erase board designed to let families, visitors, and physicians know the caregiver on duty
• Welcome Walkway, a system designed to guide patients and their families through various areas of your facility using direction cards and destination icon displays

For Your Employees

A Powerful campaign designed to enhance attitude, smooth communication, and create a sense of ownership. The program recognizes and rewards individuals for their outstanding performances. This campaign includes:
• Customer service training CD
• “Be Out Guest” not pads
• Employee recognition campaign
• P.R.I.D.E. buttons
• Customer service communication dry erase boards

Be Our Guest Overview

Hospitals that understand and commit their energy toward a culture and systems for patient satisfaction will win the battle in a consumer-choice market. Simply saying your hospital provides good customer service just doesn’t cut it anymore.

Be Our Guest, is an innovative program for hospitals who identify that they want to be an organization that surrounds itself in delivering a culture based on world class service. Be Our Guest is a comprehensive array of tools, systems, and training that will instantly create a focus on customer service that will increase satisfaction levels among your patients, staff, physicians, and guest and keep the culture of service alive and well for years to come.

Be Our Guest…contains elements that address service in the following main areas:
• Improve staff team relations and implement culture change
• Improve process and standardize procedures
• Improve staff-physician relations
• Help staff understand the value of good customer service and the importance of how we treat all members of the team as valued players
• Reduce loss of staff to competition
• How to embrace change and get everyone excited about the program even if they are not part of the team
• Understanding teams and group dynamics
• Help your staff discover what good customer service means
• Learn how to communicate positively and effectively
• Learn how to positively deal with issues, cultivating listening skills

Training Class Agenda

• Guestology 101 & Customer Service Basics
• Be Our Guest Guiding Principles
• Introduction to the “7 Policies that Create WOW”
• Communications & Embracing Change
• Service Recovery
• Monitoring Success
• Team Building and Core Mission
• “7 Policies That Create WOW” Workshop

TVC P.R.I.D.E. Recognition

Personal Responsibility in Delivering Excellence The P.R.I.D.E. recognition program is designed to reward employees whose efforts provide direct benefit to the goals of the organization, and whose actions and deeds have resulted in the enhancement of the hospital’s customer service mission.

Provide a mechanism for enhancing employee recognition, incorporating the various elements of employee recognition into a more comprehensive program.
• Serve as a means of motivation for the employee to not just meet, but exceed work performance expectations
• Promote initiative and accountability, which is critical to success in the workplace
• Promote job satisfaction

Employees receive a P.R.I.D.E. card in recognition of a qualifying activity that exemplifies team spirit, compassion and or excellence in performance, as witnessed by a co-worker, patient, visitor, etc. By incorporating an employee recognition program, you not only motivate employees, you also deliver quality service, which leads to very satisfied customers.

“7 Policies That Create WOW” Workshop

Harness powerful motivational speaker, Chip Madera and improve your hospital's customer service and employee satisfaction. TVC introduces his new DVD blockbuster series – 7 Policies That Create WOW. Chip Madera’s 7 policies will help you re-brand your organization so that you can join the ranks of world-class companies. Patient satisfaction is a key element for continued success and survival. Discover:
• Defining moments that meet and exceed customers/patients’ expectations
• Secrets to world class service excellence
• Customer service policies that create WOWs for your patient
• Tips on dealing with demanding, angry or unreasonable patients
• How to build employee confidence when handling customers
• Service sets you apart from your competition
• Less employee stress when handling difficult situations
• Employees feel valued when appropriate training is provided.