2. cleanliness/hygiene
grooming
dress
attitude.
There are four basic things that make an immediate impression on
someone else:
The wrong impression in any of these areas may cause yourself to
be undervalued and dismissed. With the right impression, you will
never be given a chance to prove themselves.
02
3. 03
A team
All staff, irrespective of the fact that they have direct or indirect
contact with patients should be well-groomed, as this leaves a
good impression on our customers and also gives them a feeling
that the Hospital maintains high standards
4. 04
Hair
•Clean, neatly cut and
not extending below the
ears It should be at or
above the collar line of
the uniform or shirt
•Always well combed
•Frequently shampooed
•Kept in place, but not
oily
Shave
•Clean-shaven No stubble
beard or moustache. well
trimmed, above lip level and
not drooping
•Teeth must be brushed
clean without nicotine stains
•Sideburns are to not be
longer than half the length of
each ear
6. 06
Personal Hygiene
•Bath daily and use a deodorant after bath to avoid body odour
•Use a mouthwash often and brush teeth twice a day to avoid bad breath Visit a
dentist twice a year for a dental check-up
•Smokers should take care to avoid nicotine stains on teeth and hands, as well
as ‘tobacco breath’ Ensure that before you get within your areas of work you get
rid of it
•Chewing paan or gutka is forbidden
•Wash your face frequently to appear fresh
•A good night’s sleep adds to your good looks
•Offensive habits should be avoided:
–Picking teeth, nose or ears
–Sneezing or yawning without closing mouth
–Belching loudly
–Continuously rearranging hair or clothes in patient-contact areas
–Eating with your mouth open or making noise while chewing food
8. 08
Welcoming
Always remember the customer we deal with always
come with a pain.
A maximum we can do is offering them a warm
welcome.
By folding our hands and saying "Namaste Sir/Ma'am,
welcome to Usmanpura Imaging Centre".
11. 09
Before you place calls
Be prepared – plan your conversation
Turn away from your computer desk
or other work
Have pens, pencils and notepaper
handy.
12. 10
Answering the phone
Answer calls promptly within 3 rings
Smile as you pick up the phone – the caller will
hear it in your voice.
Project a tone that is enthusiastic, natural,
attentive, and respectful.
Greet the caller and identify yourself and your
business
Namaste Usmanpura Imaging Centre, Rahul here,
How may I help/Assist you.
13. 11
During the conversation…
Enunciate / pronounce clearly
Use simple English
Avoid slang – uh, hmm, yeah, dude
Always speak calmly and choose your words carefully
Use all your listening skills
Focus all your attention on the caller and the conversation
Clarify and check for understanding
Use basic phrases of courtesy E.g. “May I help you?” “Please”,
“Thank You”, “You are welcome”.
Do not chew gum or eat during a conversation
Do not slam the phone or cut off abruptly
Refrain from idle chit chat with customers.
14. 12
Reports to callers
“Mrs. Madhu is on another line, would you prefer
to wait please?”
“He is away from his desk, may I take a
message?”
“I’m sorry, Mrs. Madhu is out of office, May i help
you?
“Mr Ram is in the Finance/HR/Sales department,
Allow me to transfer your call.”
“I’m sorry to keep you waiting.”
Whom should i say is calling?
15. Placing someone on hold
Make sure that it is for a genuine reason.
Ask the caller if he/she would hold, and wait for a
response rather than assuming the answer is yes.
Never keep a caller on hold for more than a
minute. If you have to take longer than that, return
to the person and tell them that you will have to
take a few minutes longer and ask if you could call
back.
When you return to the caller thank them for
holding
13
16. 14
Dealing with angry customers
Listen; allow the caller to vent
Empathize; acknowledge the person’s feelings
Apologize when appropriate.
Be positive
Solve/suggest generate solutions that you can both
agree on and if reasonable do it.
Remain calm and courteous, do not argue.
Do not interrupt.
Explain clearly do not make unrealistic promises.
Act fast, acting quickly shows that you are sorry and
that you will handle the issue.
Follow up get back to the caller to make sure the
problem has been solved.
18. 16
Objectives
To educate participants on how to avoid fires and
fire-related injuries.
To create awareness of fire deaths and injuries and
their common causes.
To inform participants of their personal
responsibility toward fire safety and injury
prevention.
Nature of Fire
Fire Prevention at work
Local fire procedures
How to select ans use the portable fire extinguisher
20. 18
At the end of the course you
will
• Have an understanding of Fire
• Be able to reduce Fire risk at Work
• Know what to do when the Fire
Alarm sounds
• Know what to do if you find a fire
• Be able to correctly and safely
select and use a fire extinguisher
21. Fire
Triangle
19
The triangle illustrates the three
elements a fire needs to ignite
heat, fuel, and an oxidizing agent
(usually oxygen).
A fire naturally occurs when the
elements are present and
combined in the right mixture.
A fire can be prevented or
extinguished by removing any one
of the elements in the fire triangle
22. 20
Class B
Class C
Classes of fire liquids or gas
such as alcohol,
ether, gasoline, or
grease
electrical failure from
appliances, electronic
equipment, and
wiring
Class A
solid materials
such as wood or
paper, fabric, and
some plastics
23. 21
Class B
Class C
Types of Extinguishers liquids or gas
such as alcohol,
ether, gasoline, or
grease
electrical failure from
appliances, electronic
equipment, and
wiring
Class A
solid materials
such as wood or
paper, fabric, and
some plastics
24. 22
Type ABC
ABC Fire Extinguishers use
monoammonium phosphate, a
dry chemical with the ability to
quickly put out many different
types of fires by smothering the
flames. This pale, yellow powder
can put out all three classes of
fire
