Critical Aspect of Effective Customer Service in a Health Care Setting

Learning Objectives

Participants will learn:
a) to identify who is the customer (internal for example colleague/ external for example patient, extended family members) and their role
b) the importance of establishing a holistic positive attitude
c) how to hear and meet the needs of the customer
d) how to provide effective and successful customer service via different mediums (i.e. in person, over the phone, electronically)
e) how to recover difficult, dissatisfied, upset, and angry conversations
f) de-escalation and problem-solving techniques
g) how to use appropriate language along with sound conversation and communication skills (i.e. pace, pitch, cadence)

Course Benefits
Learn best practices for ensuring the success of your initiatives. Participants will gain:
a) a better understanding of their customer (i.e., insight regarding the unique needs of each customer and ensuring the right approach is utilized)
b) confidence and competence in meeting their customer’s needs (i.e. attuned to the customer’s body language, tone, request)
c) an appreciation of why first impressions count and how such impacts professional relationships