In the Call Center Customer Service Training course, you will learn the importance of one of the most straightforward, least complicated, yet often overlooked aspects of using the telephone to provide a service to customers…customer satisfaction. Your attitudes and manners are as necessary to the customer as the service processes.
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 $1,399.00
- Available Discounts
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.
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.
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, types of customer service, how the best companies deliver superior customer service, and why customers leave a provider.
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.
In Module Four, you will learn how to identify and address patient needs, understanding the patient’s situation, staying outside the box, meeting the basic needs of healthcare customers, meeting the special needs of healthcare customers, going the extra mile, and measuring your customer efforts.
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.
In Module Six, you will learn in-person customer service, dealing with at-your-desk requests, the advantages and disadvantages of in-person customer service.
In Module Seven, you will learn 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, understanding netiquette, tips and tricks, and how to eliminate electronic ping pong.
In Module Nine, you will learn how to recover difficult patients, steps to effectively handle difficult patients, de-escalating anger, establishing common ground, setting your limits, and managing your own emotions.
In Module Ten, you will learn to understand when to escalate, dealing with vulgarity, coping with insults, and dealing 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 a healthcare provider 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 challenging 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 on 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.
Related Customer Service Courses
In the Customer Service Training Course, you will learn best practices in providing assistance, advice, and support to those people who buy or use the company’s products or services before, during, and after the sale to ensure they have an easy and enjoyable experience with the company.
In the Customer Service Training for Government Employees Course, you will learn best practices in providing assistance, advice, and support to those people needing services to ensure they have an easy and enjoyable experience.
In the Hotel Customer Service Training Course, you will learn best practices in providing assistance, advice, and support to those people who use the company’s services before, during, and after the sale to ensure they have an easy and enjoyable experience with the company.
Additional Job Skills Readiness Training Courses
In Business Coaching Certification Training, you will learn to challenge and develop their employees’ skills and abilities to achieve the best performance results to make them more valuable to your organization and to show them you care about their professional development.
In the Call Center Certification Training Course, you will learn best practices to manage a call center for such operations as online merchants, telemarketing companies, computer product help desks, mail-order organizations, polling services, charities, and any organization that uses the telephone to provide a service to customers, handle inquiries, offer product support, carry out telemarketing, or market research.
In the Effective Communication Skills Training Course, you will learn the ability to convey information to employees, managers, and customers in-person, online, in writing, and on the phone to effectively and efficiently communicate with good verbal, non-verbal, and written skills to help facilitate the sharing of information.
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In the Property Management Certification Training Course, you will learn to coordinate a facility’s activities related to keeping a complex operating to enable sustainable enterprise performance through the whole life management of productive workplaces and effective business support services by encompassing the integration of business administration, architecture, and behavioral and engineering sciences to create an environment that encourages productivity, is safe, is pleasing to clients and customers, meets government mandates, and is efficient.
In the Public Speaking and Presentation Skills Training Class, you will learn one of the most important and most dreaded forms of communication, the process or act of performing a speech to a live audience to inform, to persuade, and/or to entertain for the purpose of forming connections, influencing decisions, and motivating change.
In the Technical Writing Course, you will learn how to prepare documents that communicate technical or specialized topics in a relevant, useful, and accurate manner to one or more targeted audiences, simplifying the complex as needed, to enable the organization to explain internal procedures, design and produce products, implement processes, sell products and services to other businesses, or define policies.
In Diversity and Inclusion in the Workplace Training, you will learn to facilitate workplace positive inter-group interaction, reduce prejudice and discrimination, and teach individuals who are different from others how to work together effectively.