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HeartBeat January 2007
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The President's Corner
The President's Corner
Donations Needed at Raleigh and Cary Campuses
Volunteer Opportunities Available
Volunteer Orientation Dates
WakeMed Raleigh Campus Tours

Customer Service


First Impressions Are Lasting Impressions

We are taught at an early age that first impressions are lasting impressions. That early lesson is exhibited each day at all WakeMed Health & Hospitals locations where patients, families and friends make the majority of their decisions and build their perceptions based on the first impressions of the facility and the people with whom they deal. Whether the impression is positive or negative is largely up to us.

Exceptional customer service is an expectation at WakeMed Health & Hospitals. Quality outcomes, unsurpassed service and workforce excellence are WakeMed goals. We all play a vital role in achieving these goals. Always remembering the E5 principle (Exceeding Expectations: Every Customer, Every Interaction, Every Time) will help to keep us on track in our quest to be the best we can be and to make sure those first impressions are good ones.

Each of us can do things to ensure that we are giving our best to each customer:

* Make a commitment to follow the concepts of E5

* 10/10 Rule (acknowledge the customer within 10 feet, within 10 seconds)

* Be aware of On-Stage vs Off-Stage

* Being aware of surrounding environment and the physical and emotional tone

* Doing things right the first time

* Fix it if you can or find someone who can