DOCTORS NURSES MANGERS 

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

16.00 – Close