With customers faced with an ever widening choice of service
providers their expectations continue to increase. In today’s market
for a private practice or hospital to be successful it must provide a
level of customer care unrivalled by its competitors.
Customer service is fast becoming the differentiator between
service providers and the majority of customers who fail to have a
good experience first time round will just move on to the next
option. The healthcare sector has a duty to ensure all their staff
are trained in customer service in order to meet their customers
expectations; when they are met they come back & recommend
your services to others.
At the International Medical Training Academy we offer our
‘Customer Service for Customer Facing Staff’ course to help
support reception and other customer facing staff in delivering
quality customer service in their work environment. For more
information download our course timetable.
- Outline the principles of delivering good customer service
Demonstrate an understanding of how to create a great first impression
- Describe the skills required to communicate effectively
- Identify ways to deal with difficult people
- Devise a service recovery plan
- Create a five step plan for going the extra mile
CUSTOMER SERVICE FOR CUSTOMER FACING STAFF Our Customer Service for Customer Facing Staff Course is the perfect fit for Doctors and Clinicians front office team looking to develop their customer interaction skills. With ever growing competition, it’s important to st and out for all the right reasons and if you truly want to distinguish real difference between you and your competitors, developing your team to deliver outstanding customer service is an excellent starting point. By the end of the course you will be able to: ► Outline the principles of delivering good customer service ► Demonstrate an understanding of how to create a great first impression ► Describe the skills required to communicate effectively ► Identify ways to deal with difficult people ► Devise a service recovery plan ► Create a five step plan for going the extra mile
9am: Registration9.30am: Welcome, housekeeping, course objectives and an interactive warm up session including a review of pre course work Principles of delivering good/excellent customer service ► Defining customer service ► What do customer’s expect? ► What is good and bad customer service? ► What are the benefits of providing good customer service? ► How do you make a goo first impression? Morning Break (15 mins)
Communication, Communication, Communication!
► What is communication?
► Review the different ways in which we communicate
► How can we become effective communicators?
► What are the barriers to communicating effectively?
Lunch break (45 mins - 1 hour)
Dealing with difficult people
► Emotional responses to challenging behaviour
► What are the different types of behavior we see and demonstrate?
► Role play activity
Afternoon break (15 mins)
Making good of the bad experiences ► What does it take to turn a bad customer experience around? ► Having a recovery plan to minimize bad experiences ► 5 steps to going the extra mile – customer service excellence Summary, review objectives, Q&A, course reflection and certificates Close 16:30 - 17:00