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, webinar, self-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
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
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
Tips and Tricks
Module Eight: Providing Electronic Customer Service
The Advantages and Disadvantages of Electronic Communication
Tips and Tricks
Eliminate Electronic Ping Pong
Module Nine: Recovering Difficult Customers
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...
Lots of information on the little things you overlook when talking to customers.
Most in-depth training I have received.
Very educational and eye opening. I learned in-depth things I thought were not serious.