3 Hour Communications & Customer Service Workshop

//3 Hour Communications & Customer Service Workshop

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 complete a customer service improvement plan (competence), at work, following attendance at this workshop.

RECEPTIONISTS ADMINISTRATORS MANGERS

Overview

The programme enables understanding and learning in the following areas:

  • Eight stages of success
  • Gaining trust and building rapport
  • Face to face service and attitudes of practice staff
  • Telephone communication
  • Making your practice ‘patient centred’

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 complete a customer service improvement plan (competence), at work, following attendance at this workshop

Premise

General Practice. Patients have increased choice so can easily move practice if they feel dissatisfied. This course will cover many issues in relation to customer care in a fun and interactive way. Attendees will learn about communication skills and behaviour patterns and how to establish a patient centred service within their practice.

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
    • Actress Workshop including GP practice scenarios
    • 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 delivering excellent customer service, with view to completing a communication competency.
  • Identify the importance of accurate listening and questioning skills
  • Direct an actress workshop which will identify skills to effectively build and break rapport
  • Recognise and effectively use a communication tool when handing over to patients and staff colleagues
  • Gain a patient perspective
2019-11-19T14:31:26+00:00