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Operational Excellence Guide

CUSTOMER SERVICES

EXCELLENCE

Customer expectations are changing, convenience and speed of
service are ever more important. Challenges associated with accessing
healthcare through the NHS are driving both unprecedented demand
and customer frustrations.

The one thing that has not changed is the importance of our
customers to the success of our business. The customer is the person
who decides whether a business is going to succeed or fail, just by
choosing where to collect their prescription, spend their money or book
their service. A positive customer experience will lead to increased
loyalty, sales growth and ultimately our future success.

We recognise that investing in our teams is the best way of ensuring
we provide excellent customer service. The Customer Service
Excellence program has been designed to provide you and your teams
with a set of tools to support you in managing patient expectations
and delivering consistent customer-friendly service. It also clearly
outlines our commitments to every customer in the form of a charter.
Please ensure that:

• You have completed the Customer Service Excellence training
• You acknowledge customers promptly, make them feel welcome
and give them a great experience
• You always use WWHAM
questions to understand CUSTOMER SERVICE
EXCELLENCE
the patient’s needs while
respecting confidentiality

• Any suitable additional
products or services are
offered to the patient that CUSTOMER
SERVICE
may benefit their health EXCELLENCE
PROGRAMME
and wellbeing

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