Customer Service Training for Healthcare

A skill building and awareness building workshop teaching the principles of customer service, communication skills, patient satisfaction, dealing with emotions, handling different types of patients and their families/loved ones, generating cooperation internally, and maintaining motivation and emotional control. Healthcare professionals who participate in this Customer Service Training for Healthcare workshop will assess and learn how to increase their customer service aptitude and patient satisfaction through using applied psychology to better understand customers/patients, what creates patient satisfaction, and choose the best response. Participants will also learn how to increase their level of emotional intelligence and deal with stress.

COURSE DESIGN:		On-site, one or two day workshop. Highly interactive with group discussion, lecture, self-assessments, group learning activities and role plays.
WHO SHOULD ATTEND:		Recommended for healthcare professionals with patient contact and/or contact with patient's family and loved ones. Recommended for anyone in a healthcare setting who would like to understand how to increase patient satisfaction from the patient's viewpoint.
KEY TOPICS:		Benefits of excellent customer service in a healthcare setting How patient satisfaction impacts the bottom line Assess individual aptitude for customer service Understand the importance of attitude Establish a positive first impression with patient and family Gain patient trust and rapport Listening skills Learn basics of emotional intelligence and managing emotions Defuse upset customers Resolve complaints positively Stress management techniques
BENEFITS:		At the conclusion of this course, the participants will be able to: Identify ways to improve customer service and patient satisfaction Understand what creates patient satisfaction from the patient's perspective Deal positively with upset customers/patients/family members Set realistic expectations Handle conflict professionally Reduce miscommunication Turn complaints into patient satisfaction Manage stress more effectively