Customer: Any individual with whom we come in contact, including the patient, patient family, physician, employee, volunteer, vendor, or any other visitor or contact of FirstHealth.

All Interactions
In all interactions with customers, we are expected to:

• Address the customer with respect, use proper name, and avoid terms of endearment.
• Focus on the customer being served.
• Respect the customer's privacy.
• Demonstrate understanding for the customer's anxiety.
• If interrupted when providing service, apologize to the customer.
• When an error in service is discovered, correct the error without a negative reflection on the person or department responsible for the error.
• If unable to meet the customer's need, offer alternative solutions.
• Keep promises made to the customer, or if unable, explain the reason to the customer.
• Not offer opinions, information or expressions that reflect negatively on FirstHealth or any other healthcare provider or organization.
• Recognize that our customers' perceptions of FirstHealth are influenced by our conduct, whether on or off duty.

Face to Face Interactions
In all face to face interactions, we are expected to:

• Smile.
• Introduce self and explain role.
• Greet with a "Hello, how may I help you?"
• Maintain eye contact.
• Apologize to the customer for waits or other service inconvenience.
• Offer assistance to any customer appearing to need assistance, including escort assistance.

Telephone Interactions
In telephone interactions, we are expected to:

• Limit use of voice mail during regular service hours. Offer alternatives for service within voice mail message.
• Answer telephones promptly.
• Identify self and department.
• Maintain a pleasant tone throughout the conversation.
• When placing a customer on hold, explain the reason.
• When returning to a customer on hold, apologize for any delay, and thank them for holding.
• When transferring a call, advise the customer, and advise the receiving party who is being transferred and why.
• If the person needed to serve the customer is not available, advise the customer and offer alternatives, including referral to another person, or taking a message.

Facility/Environment
We are expected to:

• Maintain a neat, clean and safe work area.
• Advise supervisor when equipment and furnishings are in need of repair or replacement.
• Accept responsibility for safety and cleanliness of any area in which they come in contact.