CUSTOMER SERVICE IN HEALTHCARE TRAINING COURSE

In Module One, you will learn who we are and what we do, who are our customers, what customer service is, the ten rules of great customer service, who are customer service providers, the types of customer service, how the best companies deliver superior customer service, and why customers leave a provider.

How do you train to deliver good customer service?

In Module Two, you will learn how to establish your attitude, how to be in the know, behavior that turns-off patients, what you can do right away to improve customer service, and courtesy counts.

In Module Three, you will learn communication skills, how to provide excellent service through effective communication, listening skills, seven ways to listen better, asking good questions, verbal communication skills, and the seven c’s of communication.

What is the purpose of customer service training?

In Module Four, you will learn how to identify and address patient needs, understand the patient’s situation, stay outside the box, meet the basic needs of healthcare customers, meet the special needs of healthcare customers, go the extra mile, and measure your customer efforts.

What is a customer service program?

In Module Five, you will learn how to maintain happy patients, follow up, address complaints, what patients do not want to hear, the L.E.A.R.N. model for handling complaints, turn difficult patients around, and recovering from a service breakdown.

What are the areas of customer service?

In Module Six, you will learn in-person customer service, dealing with at-your-desk requests, and the advantages and disadvantages of in-person customer service.

In Module Seven, you will learn about giving customer service over the phone, telephone etiquette, handling complaints by phone, and the advantages and disadvantages of telephone communication.

In Module Eight, you will learn to provide electronic customer service (texts and emails), the advantages and disadvantages of electronic communication, understand netiquette, tips and tricks, and how to eliminate electronic ping pong.

How do you deal with someone who is not satisfied with your patient care?

In Module Nine, you will learn how to recover difficult patients, steps to effectively handle difficult patients, de-escalating anger, establish common ground, set your limits, and manage your own emotions.

In Module Ten, you will learn to understand when to escalate, deal with vulgarity, cope with insults, and deal with legal and physical threats.

This course is offered for each level of customer service:

• For front-line workers, this two-day class examines who we are and what we do as healthcare providers for the customer service representative. 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 challenge patients.
• For managers, we discuss how to manage the customer service program to build a motivated customer service team.
• 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 or profitable for the company, with little consideration of how they impact the customer relationship, can have a devastating impact on customer retention. Poor customer service policies will also affect employee retention. Employees consistently forced to deal with irate customers will soon seek employment elsewhere.