Customer Service for Healthcare Industry
Being in a hospital or clinic can be a frightening experience, as patients may feel tremendous pressure and nervousness. In such a scenario, it becomes essential for professionals in healthcare facilities to provide a relaxing and comfortable experience for the patients.
The entire experience at a healthcare facility, from staff interaction to environment needs to be well structured and must meet the customer service standards like other industries.
Hospital professionals who participate in this workshop will assess and learn how to increase their customer service aptitude and patient satisfaction through using applied psychology to understand customers/patients better, what creates patient satisfaction and choose the best response. Participants will also learn how to increase their level of emotional intelligence and deal with stress.
- COURSE TYPE Practitioner
- COURSE NUMBER
- DURATION 5 Days
- COURSE ACCREDITED BY ICSA
YOU WILL LEARN HOW TO
Patients don’t stop being consumers – customers – when they put on a hospital gown.
Regardless of what happens with the government, the pressure healthcare providers experience is not likely to disappear anytime soon. This course focuses on the people skills people working in healthcare must master to earn top patient-satisfaction scores. The program addresses service challenges specific to healthcare environments. It is taught in a highly-interactive format and is designed to keep those who rarely sit behind a desk engaged throughout the workshop.
Creating excellent customer service is far easier than you might think, and we have a superb track record of not only providing excellent customer service training for our clients but also of providing it ourselves.
This Customer Service Training Course is designed for people on the front line of customer service, whether face to face or over the phone and e-mail. It’s designed to help your team handle demanding customers and situations and to make the most of every customer contact.
IMPORTANT COURSE INFORMATION
Upon completing the course, participants will be awarded Strategic Axis certificate endorsed by ICSA – International Customer Service Association.
COURSE OUTLINE
Modules:
Module 1: Introduction to Customer Service
- Understanding the human behavior
- The meaning of “Attitude.”
- Explanation of perception process
- Emotional Intelligence
- Definition of Etiquette
- Business etiquette
- Why is politeness in communication essential to business success?
- Hierarchy at the workplace
- Understanding the importance of business ethics
Module 2: Non-Verbal Etiquette
Dress Code
Personal grooming
Makeup & accessories at work
First meeting etiquette
Facial expression
Eye contact
Handshake etiquette
Understanding the body language of other cultures
How to show respect via non-verbal language
How to annoy or provoke clients unintentionally
Module 3: Verbal Intelligence
The art of listening
• The power of the word
• Greeting Etiquette
• Understanding different cultures
• Words that can lead to argument
• Instead of saying “no”
• Giving feedback
Module 4: Telephone Etiquette
Answering calls
Pick-up standards
Attention giving
Tone of voice
Greeting
Addressing the caller
Putting customers on hold Transferring calls
Taking messages
• Making calls
Timing
Planning
Tone
Introduction
Taking notes
Listening
Questioning
Achieving closure
• Ending Calls
Repeating action steps
Asking for help
Thanking the customer
• Dealing with cursing and angry callers
• Using voice mail systems
• Using cellular phones
• General telephone tips for good manners
Module 5: Problem Solving
How to win over a difficult customer
How to say no to a customer
Maintaining rapport and trust with a customer
Keeping promises
Being trustworthy and sincere
Helping customers find solutions to their needs
Handling “no’s”
Module 6: Practical Customer Service
• Offering Service – Appropriate ways to offer service in a Healthcare setting
• Requests – How to handle requests professionally
• Unreasonable requests – How to compromise with positive outcomes for all
• Dealing with complaints in a Healthcare setting – From the patient and from the patient’s family/loved ones
• Serving children
• Addressing the specific needs of women
• Appropriate ways to touch patients
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In The Classroom
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Live, Online
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Private Team Training
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Indiviual Private Session
Please Register for More Information
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