Customer Service for Healthcare Professionals

IMPROVE YOUR CUSTOMER SERVICE SKILLS NOW

    • Customer Service for Healthcare Professionals course students will learn the importance of one of the most straightforward, least complicated, yet often overlooked aspects of delivering health care…patient satisfaction.  
    • Four ways to learn: public class, webinarself-study, or on-site training.
    • Learn from a professional with 30+ years of business experience.
    • Public class and webinar limited to four students for maximum learning.
    • Certificate issued upon completion.
    • Cost: Two Day Class $1399.00  Available Discounts.
    • Public Class and Webinar Schedule located in right column.

CUSTOMER SERVICE TRAINING FOR HEALTHCARE PROFESSIONALS CLASS DESCRIPTION

Your attitudes, manners, and facility amenities are as necessary to patients as the treatment processes. From the patient’s perspective, healthcare is as much a consumer-focused service as other service industries. Students will learn how to optimize patients’ experiences just as business operators in retail stores and banks, colleges, and universities, and the travel industry do for their customers.

It is safe to say, most healthcare facilities you deal with failure to deliver superior customer service. No one was born knowing this skill…it is a learned trait. How can you expect to provide the kind of customer service that wows your customers if you do not train to do so? 

This course is offered for each level of customer service:

  • For policymakers, we examine how company policies can impact customer service. In the vast majority of cases, company policies are responsible for customer dissatisfaction. Policies that are made for what is most convenient and/or profitable for the company, with little consideration on how they impact the customer relationship, can have a devastating impact on customer retention resulting in declining sales. Poor customer service policies will also affect employee retention. Employees consistently forced to deal with irate customers will soon seek employment elsewhere.
  • For managers, we discuss how to manage the customer service program with an emphasis on building a motivated customer service team.
  • For the customer service representative, this two-day class examines who we are and what we do as a healthcare provider. We analyze our attitude and communications skills and take a hard look at what our customers need. We learn customer service skills whether delivered in person, over the phone or electronically. Finally, we learn how to handle complaints and challenging patients. ​

CUSTOMER SERVICE TRAINING FOR HEALTHCARE PROFESSIONALS CLASS OUTLINE

Module One: Who We Are and What We Do

Who Are Customers?
What Is Customer Service?
Who Are Customer Service Providers?

Module Two: Establishing Your Attitude

Be In the Know
Behavior that Turns-Off Customers
What Can You Do Right Away To Improve Customer Service?
Applying What You Have Learned

Module Three: Communication Skills

Excellent Service through Effective Communication
Listening Skills
Verbal Communication Skills
Non-verbal Communication Skills

Module Four: Identifying and Addressing Customer Needs

Understanding the Customer’s Situation
Staying Outside the Box
Meeting Basic Needs
Going the Extra Mile
Measuring Your Customer Efforts

Module Five: Generating Return Business

Following Up
Addressing Complaints
Recovering from a Service Breakdown
Establishing Customer Trust

Module Six: In-Person Customer Service

Dealing with At-Your-Desk Requests
The Advantages and Disadvantages of In-Person Customer Service

Module Seven: Giving Customer Service  over the Phone

The Advantages and Disadvantages of Telephone Communication
Telephone Etiquette
Tips and Tricks

Module Eight: Providing Electronic  Customer Service

The Advantages and Disadvantages of Electronic Communication
Understanding Netiquette
Tips and Tricks
Eliminate Electronic Ping Pong

Module Nine: Recovering Difficult  Customers

De-Escalating Anger
Establishing Common Ground
Setting Your Limits
Managing Your Own Emotions

Module Ten: Understanding When to  Escalate

Dealing with Vulgarity
Coping with Insults
Dealing with Legal and Physical Threats

WHAT CUSTOMER SERVICE TRAINING FOR HEALTHCARE PROFESSIONALS STUDENTS ARE SAYING...​​

Customer Service Training for Healthcare Professionals Class
Average Rating: 5 out of 5 stars
Votes: 3
Reviews: 3

Lots of information on the little things you overlook when talking to customers.
J. C.


Most in-depth training I have received.
S. R.


Very educational and eye opening. I learned in-depth things I thought were not serious.
J. L.

CUSTOMER SERVICE TRAINING FOR HEALTHCARE PROFESSIONALS PUBLIC CLASS AND WEBINAR SCHEDULES

Monday and Tuesday, July 1 – 2, 2019 Full
Monday and Tuesday, August 5 – 6, 2019
Monday and Tuesday, September 9 – 10, 2019
Monday and Tuesday, October 7 – 8, 2019
Monday and Tuesday, November 4 – 5, 2019
Monday and Tuesday, December 2 – 3, 2019
 
Scheduled dates don’t work for you? Schedule your own start date (subject to availability). Contact customer service to check date availability at info@academyofbusinesstraining.com.
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