30852210
We all experience customer service, without even realising it. The only time you're likely to notice is when it exceeds your expectations, or it doesn't meet them!
Patient / Customer Service is clearly a major part of any Practices / Medical Centres corporate strategy to retain and attract new patients onto lists. Effective Patient / Customer Service is critical in helping a Practice / Medical Centre to meet its planned business objectives whilst meeting their Patients / Customers expectations through excellent customer service.
This training sessions will help your staff increase customer satisfaction, by drawing on their inherent people skills. We will use insights from the world of psychology, we provide people with the practical tools to deliver excellent customer service - every time.
In the sessions your staff will look at the importance of a holistic approach in the practice to meet Patient / Customer expectations whilst ensuring you are allocating appropriate levels of time, money and resources to ensure Patient / Customer Service is effective.
Who Should Attend?
These sessions are designed for those who deal directly with Patients / Customers, or manage the customer service process in the practice. We look at both face to face and telephone communications to ensure your staff are able to apply a consistent level of service across the team.
Benefits To You & Your Organisation
Benefits to you & the Practice
Defining Customer / Patient Service and what it means for the success of the practice
Understanding every Customer and managing their expectations
Understanding the verbal and visual cues of Patients / Customers that enable you to meet their individual needs
Understanding the benefits of different communication channels and knowing when to use them effectively
Dealing with difficult Patients / Customers and using your people skills to turn a situation around
Resolving complex Patient / Customer service issues - negotiating with Customers
Measuring Patient / Customer Service, evaluating and making improvements
The onsite training is highly participative. It is built on the experiences of delegates' real life Patient / Customer service scenarios in the Surgery.
We recommend to our clients two sessions in a day (9.30 am to 12.30 pm and 1.30 pm to 4.30 pm) to ensure the Practice / Medical Centre is able to organise cover arrangements. We would use your coffee lounge / training room and we would recommend no more than 10 people in any given session unless the room allows. We would provide all necessary equipment including laptop and projector as well training materials and stationery.
If required we will provide Practice referees to help to appreciate how well our training is received and the difference it can make to staff perceptions and performance in the Practice / Medical Centre.
These are a few comments from our clients:
Reallly happy with the course makes you realise just how valuable patients are to the practice
A very enjoyable and informative session - good for team building in the Medical Centre as all areas took part
It was good to discuss actual instances with colleagues - helped to relate what we were learning
I liked the psychology behind what the trainer was saying
Felt the balance was right - informative and enjoyable
Well presented, clear slides and useful handouts
The course was made far more interesting because we discussed issues rather than looked at slides for three hours - surprising, the time passed by quite quickly!
I found the trainer put the content across very well - time went very quickly and held my attention throughout
Extremely useful gave me much to consider when dealing with complaints
A very well presented, concise and professional delivered course
Information given easily and conversationally - felt we were participating fully and responded to
I have found it all very helpful - thank you
Relaxed atmosphere with plenty of positive ideas to action
