• Differentiate healthcare customer services from other types of services interactions
• Examine the value of providing exceptional customer service in today’s business environment
• Explore how service is defined by customers
• Explain the difference between on-stage and off-stage behavior
• Describes how patient-satisfaction scores are linked to customer services
• Identify barriers to providing high-quality customer services
• Reduce uncertainty and patient anxiety
• Calm upset patient and their families
• Develop an action plan to improve their customer services skills

CONTENT:

• Healthcare customer services management
• Establishing a Customer Focus
• Giving customers undivided attention
• Determining Customer Expectations
• Exhibiting common courtesy
• Evaluating Customer Service
• Letting people know what’s next and more
• Enhancing Leadership and Interpersonal Communication Skills
• Handling difficult situation and challenging people
• Strategies for managing stress
• Step for handling upset, confused and scar patient
• Important of being present, polite, proactive and positive

FOR WHOM:

Relevant Healthcare Practitioners

TRAINING METHODOLOGY

The training methodology combines lectures, discussions, group exercises and illustrations. Participants will gain both theoretical and practical knowledge of the topics. The emphasis is on the practical application of the topics and as a result participant will go back to the workplace with both the ability and the confidence to apply the techniques learned to their duties.

This course is available in the following locations:
Ghana - $6000
Rwanda - $7000
UK - $8000
USA - $8000