Overview
The programme enables understanding and learning in the following areas:
- The eight stages of customer service success
- Implementation of the communication competence
- Face to face staff feedback and appraisal
- The importance of strong leadership and teamwork
- Simple skills when handling complaints
Aims
That each delegate achieves a level of self awareness so that their behaviour, thinking and service can be adapted to differing situations, ensuring a consistently excellent patient journey. The delegate will gain the skills to implement a customer service improvement plan for their department and develop communication skills around leadership, feedback and complaints handling, at work.
Premise
Good customer care is becoming increasingly important in modern day healthcare. Patients have increased choice, so can easily move or complain. If they feel dissatisfied. This course will ease the challenges in relation to implementing and maintaining excellent customer care standards. Attendees will learn about communication models and behaviour patterns and how to establish a patient centred service within their department.
Agenda
Introductions and registration
- Eight stages of success
- Gaining trust and building rapport
- Face to face service and attitudes of the health service staff
- Telephone communication
- Listening and Questioning skills
- Actor Workshop using scenarios around:
- Leadership
- Appraisal using a competence
- Complaints handling
- Evaluation and close
Outcomes
By the end of this training course, participants will be equipped to:
- List the eight stages of success in customer service
- Construct a personal action plan for the implementation of an excellent customer service experience within their department service.
- Direct an actor workshop which will identify helpful skills in leadership and appraisal
- Direct and participate in an actor workshop addressing handling complaints
