Customer Service Excellence in Health

“Delivering superior customer service = greater patient satisfaction”

Customer service in the Healthcare setting is unique and has challenges specifically related to providing first rate healthcare and patient satisfaction. Among these many challenges are issues such as patient privacy, high volume of patient traffic and management of people in crisis.

This onsite/offsite training program provides the healthcare professional with skills in the basics of customer service specifically for the healthcare setting.

Topics include:

• The foundation of superior customer service
• Providing good customer service to both internal and external customers
• Why Healthcare customer service is different
• Establishing and building patient rapport
• Telephone skills and protocol
• Listening skills
• Calming upset patients and families
• Conflict resolution - Handling difficult situations with confidence and competence
• Patient Privacy issues
• Effectively manage job stress – The 15 minute Mini spa

Some of the key learning points are:

Be patient- Why Healthcare customer service is different

This introductory discussion covers the key components of basic customer service and goes into the specific challenges of serving patients and their families. With a clear understanding of the distinctions between healthcare customer service and other businesses, you will learn how to deal with customers in crisis.

Where Service Excellence starts

A positive, caring, empathetic attitude on the part of the customer service provider (you) goes a long way toward delivering an excellent experience for the customer. This topic looks at the factors that make a service good as well as those that ruin a customer service interaction.

It is not what you say but how you say… Rephrasing for Better relationships

In this topic you will learn how to use language so that it will be better received during interaction with patient’s and family members.

I Can Hear YOU…

In this topic you will learn Listening skills in order to offer the best service possible.

The Good, the Bad and the Ugly – Dealing with Difficult people

We all know that not all customers are easy to deal with. You will learn how to effectively interact with customers who are angry, distraught, scared, and even manipulative and understand the FEAR factor.

Take it away: Leaving a Positive Lasting Impression

Healthcare settings can be a busy and stressful place for patients and employees alike. You will learn how to leave a positive lasting impression with those you serve whether you deal with the customer in person or by phone.

De-Stress Success – The 15 Minute Mini Spa

Dealing with customers needs, wants, and frustrations can lead to unnecessary stress and frustration, especially in healthcare. We will end the program with stress management techniques to ensure that you stay refreshed and positive and that the service being provided is the best that it can be!!

At the program’s conclusion, you will have an understanding of what makes for an excellent customer service experience, how to deliver excellent customer service in person and over the telephone, how to deal with difficult patients and family members, and how to take care of YOU.

CLICK HERE TO DOWNLOAD AN ENROLMENT FORM.