Overview
This course allows Practice Managers to:
- Understand excellent customer service and the eight steps to success
- learn skills to lead the team to develop a service standard
- Understanding employee engagement
- direct actor scenarios relating to customer service and staff feedback
9.00 – Coffee and Registration
- Ice breaker
- Eight stages of customer service success
- Gaining trust and building rapport
- Patient signposting and practice policy
Coffee
- Leadership styles
- Employee engagement
Lunch
- Actor workshop using scenarios relating to:
- leadership
- difficult conversations and staff feedback
- customer service
