FCBOH Customer Service Ambassador Program: Re-establishing Customer Service Excellence in Clinical and Non- Clinical Settings
Abstract
Fulton County Board of Health received funding to implement a quality improvement project to support customer service activities within the District. Led by the Office of Performance Management and Strategy (OPMS) team, the program was designed to enhance client experiences, engage employees to adopt service excellence principles, and establish a standard of practice to monitor and track client’s perceptions of the services they received. Three major activities were conducted to re-establish the program: 1) Customer Service Ambassador kick-off and recruitment initiative; 2) Customer Service Tune Up and Toolkit Training; 3) Quantitative and qualitative evaluation of pilot Project.
The OPMS team hosted a kick-off initiative to solicit buy-in and commitment from staff identified for recruitment as Customer Service Ambassadors to promote and manage customer survey process at a small and large health center. Customer Service Ambassadors attended a facilitated customer service tune up training as well as toolkit training from the OPMS team. Attendees’ completed evaluations and made recommendations for improvements in the clinic setting. At the conclusion of the pilot project, OPMS team collected and analyzed the number of surveys received as well as feedback from clients during the pilot period.
The results of the pilot project were very positive. Of the attendees at the Tune Up Training, 100% completed an evaluation form and 97% of the responses were positive. At the large clinic location, 200 surveys were collected, and the client satisfaction rate was 100%. At the small clinic location, 77 surveys were collected, and the satisfaction rate was 98.86%. It was concluded that re-establishing the Customer Service Ambassador training improved the survey completion rate and provided valuable feedback to enhance the client experience in clinical and non-clinical setting.
Keywords
public health, customer service, quality improvement
FCBOH Customer Service Ambassador Program: Re-establishing Customer Service Excellence in Clinical and Non- Clinical Settings
Fulton County Board of Health received funding to implement a quality improvement project to support customer service activities within the District. Led by the Office of Performance Management and Strategy (OPMS) team, the program was designed to enhance client experiences, engage employees to adopt service excellence principles, and establish a standard of practice to monitor and track client’s perceptions of the services they received. Three major activities were conducted to re-establish the program: 1) Customer Service Ambassador kick-off and recruitment initiative; 2) Customer Service Tune Up and Toolkit Training; 3) Quantitative and qualitative evaluation of pilot Project.
The OPMS team hosted a kick-off initiative to solicit buy-in and commitment from staff identified for recruitment as Customer Service Ambassadors to promote and manage customer survey process at a small and large health center. Customer Service Ambassadors attended a facilitated customer service tune up training as well as toolkit training from the OPMS team. Attendees’ completed evaluations and made recommendations for improvements in the clinic setting. At the conclusion of the pilot project, OPMS team collected and analyzed the number of surveys received as well as feedback from clients during the pilot period.
The results of the pilot project were very positive. Of the attendees at the Tune Up Training, 100% completed an evaluation form and 97% of the responses were positive. At the large clinic location, 200 surveys were collected, and the client satisfaction rate was 100%. At the small clinic location, 77 surveys were collected, and the satisfaction rate was 98.86%. It was concluded that re-establishing the Customer Service Ambassador training improved the survey completion rate and provided valuable feedback to enhance the client experience in clinical and non-clinical setting.
