Course Title: Customer Service
Course length 4-6 hours (depending on requirements)
Maximum number to attend 12
This course is aimed at all staff in the Health and Social Care Sector.
The course is theoretical but will include group work, discussions and interaction from all participants.
At the end of the training session, there is a written assessment to evidence the learning of the attendees.
This course can be tailored to the bespoke needs of the customer. Please speak to a member of the sales team for further details.
Introduction to Customer Service
Identifying needs and expectations
Understanding your service users
Meeting, managing and exceeding expectations
Expectations of healthcare
Influences on service expectations
Providing Service Excellence
The healthcare experience
The 'feel good' factor
Working successfully with your colleagues
Delivering excellence to all your service users
Legislation, policies, procedures and standards
Making a connectio
The communication process
Inspiring confidence and building trust
Becoming a better listener
Dealing with Difficult Situations
Service user dissatisfaction
Reasons for service users becoming angry
Dealing with complaints
Promoting your Organisation
Your role in promoting your organisation
Enhancing your Service
The need for continuous improvement
Reviewing your performance