CUSTOMER SERVICE IN HEALTHCARE TRAINING COURSE
- Learn industry recommended customer service in healthcare procedures and best practices.
- Receive training from a customer service professional with 30+ years of experience.
- Four ways to learn: public class, webinar, self-study, or on-site training.
- Public class and webinar limited to four students for maximum learning.
- Certificate issued on completion.
- Cost: Two-day class $1,525.00.
- Available discounts and grants.
What Will I Learn in Customer Service in Healthcare Training?
In the Customer Service in Healthcare Training Course, you will learn the importance of one of the most straightforward, least complicated, yet often overlooked aspects of delivering health care…patient satisfaction.
Your attitudes, manners, and facility amenities are as necessary to patients as the treatment processes. From the patient’s perspective, healthcare is just as much a consumer-focused service as other service industries. You 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.
How can you provide excellent customer service in healthcare?
It is safe to say, most healthcare facilities you deal with fail to deliver superior customer service. No one was born knowing this skill…it is a learned trait. You cannot expect to provide the kind of customer service that wows your patients if you do not train to do so.
Who are internal customers in healthcare?
Continued after outline and schedule…
Customer Service in Healthcare Training Course Outline
Module One: Who We Are and What We Do
- Who Are Our Customers?
- What Is Customer Service?
- Who Are Customer Service Providers?
Module Two: Establishing Your Attitude
- Be In the Know
- Behavior that Turns-Off Patients
- What Can You Do Right Away To Improve Patient 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 Patient Needs
- Understanding the Patient’s Situation
- Staying Outside the Box
- Meeting Basic Needs
- Going the Extra Mile
- Measuring Your Patient Efforts
Module Five: Generating Return Business
- Following Up
- Addressing Complaints
Customer Service in Healthcare Training Course Public Class and Webinar Schedule
- Monday and Tuesday, February 12 – 13, 2024
- Monday and Tuesday, March 4 – 5, 2024 Full
- Monday and Tuesday, April 1 – 2, 2024
- Monday and Tuesday, May 6 – 7, 2024 Full
- Monday and Tuesday, June 3 -4, 2024
Continued from above…
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.