David Lloyd, Founder
Scott Lloyd, President
Customer Service Action Plan
Listed below are measurement indicators for consumer/customer service that provides an assessment of the level of customer service within the behavioral health organization based on a service focus range of Client Focus – Consumer Focus – Customer Focus.
Service Area/Opportunity Typical Customer Service Concerns Solution Options
- Telephone Access:
Number of Rings
Greeting/Friendliness
Time On Hold/Re-Empowerment
Background Music/Information
Transfer Levels to Staff
- Protocol for Voice Mail Responsiveness
- Physical Facility:
Identification Signage
Parking Adequate/Clean
- Landscaping/Flowers/Lawn Maintenance
- Entrance Clean, Easy to Locate, and ADA Accessible
Ease of Opening Door(s)
Lobby Area Appearance/Capacity
- Magazines, Artwork, Furniture & Carpeting
- Registration/Front Desk Accessibility
- Hospitality
Restrooms – Availability/Cleanliness
Signage – Adequate, Clear & Positive
Background Music
email: Communications@TheNationalCouncil.org | phone: 202.684.7457
Service Area/Opportunity Typical Customer Service Concerns Solution Options
- Reception/Intake Staff:
Politeness/Attentiveness/Responsiveness
- Professionalism/Boundaries/Language Skills/Communication Skills
Customer Service Empowerment Level
Terminology/Acronyms Utilization
Consumer Recognition Wait Time
Re-Empowerment Wait Time Protocols
Knowledge of Services/Staff
Level of Client Wait Time in Lobby
- Access to Care:
Single Number for Access
After Hours Clinical Triage Capacity
Clinical Staff Availability
Consistency of Screening/Triage
- 5. Intake Process:
Wait Time from call/walk in to Intake
Efficiency of Financial Intake
Number of Client Signatures Required
Number of Forms to be completed by Client
Number of No Shows
- Satisfaction Surveys for Access/Intake Process for Shows and No Shows
email: Communications@TheNationalCouncil.org | phone: 202.684.7457
Service Area/Opportunity Typical Customer Service Concerns Solution Options
- 5. Intake Process (continued):
Access to Clinician
Efficiency of Clinical Intake
Number of Forms Utilized in Intake
- Number of Questions Asked of Client
- 6. General Customer Service:
- Efficiency of Scheduling Next Appointment
- Managing Customer/Consumer Service Complaint Protocols
- Information on Center-wide Services
Confidentiality Concerns
- Meeting Special ADA, Language, & Cultural Diversity Needs
- Brochures, Newsletters & Information Bulletin Boards
- Information/Linkage to Community/Self-Help Supports
- Ability of Organization to Listen to Consumer/Customer and Change Organizational Behavior
Timely and Accurate Client Billings
- Follow up Visit Customer Satisfaction Phone Calls
- Mystery Visitor Program Participation
- Customer Service Focus at All Meetings
email: Communications@TheNationalCouncil.org | phone: 202.684.7457
