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PPT Slide

Strategic Priority # 1: New Services and Training

Initiative: Customer Service page 2

Timeline: Phase I: Completed by end of FY 2001

• Customer Audit

• Initial training for front line employees and their supervisors

• Development of customer service standards and competencies

Phase II: Implemented by the end of FY 2002

• Institutionalized Customer Service Training

• Implementation of key process improvement plans

Outcomes: Training and Process Improvement Efforts will be implemented to obtain these

desired outcomes:

• Develop a shared understanding of the value for effective customer service and practice the skills that constitute effective customer service as an individual and as part of a customer team.

• Create an environment where respect and service are consistently demonstrated toward Clinical Center patients, guests, and fellow employees (CC, contractors, volunteers, and students).

• Identify root causes of issues or problems within and across CC departments that are barriers to excellent customer service.

• CC managers will maintain active quality improvement programs using data

and customer feedback to assess effectiveness.

FY 2001 Key Initiative: Customer Service page 2

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