Upcoming Courses -
Call +44 (0) 1539 726118
Our Courses
Excellent Customer Care
We are now offering some courses online via video conferencing software, please click here if you'd like to view dates and book.
An innovative course defining what excellent customer service truly is through the understanding of how the patient thinks and feels. We teach strategies to ensure high quality conversations between staff and patient. Our Excellent Customer Service course received national awareness having been discussed on BBC Breakfast News, Radio 5 Live and also in the Mail on Sunday. This course really makes a difference!
Aims
- Defining excellent customer care
- Why first impressions are so critical
- Understanding why patients demand and don’t ask
- Understand why we feel challenged by ‘unreasonable’ expectations from patients
- How empathy affects our reactions and how to become more empathetic in challenging conversations
- Creating more effective team approaches to dealing with challenging patients
- Managing anger and complaints more effectively.
- Managing queues more effectively
- Reducing abuse on the phone
Who Should Attend?
- Managers
- Receptionists
- Nurses/HCAs/GPs
- Great for in-house training
How Long Is The Course?
This is a 4 hour, half day course.
Delegate Feedback
Excellent Customer Care
Online - 18th June 2020
3 delegates completed evaluations, each scoring 4 domains out of 6
| Learning Goals Met? | 94.4% | (17/18) |
| Effectiveness of Trainer? | 100.0% | (18/18) |
| Training Materials | 100.0% | (18/18) |
| Enjoyable? | 100.0% | (18/18) |
| Overall Over Four Areas | 98.6% | (71/72) |
Key Feedback
I really enjoyed this course - I wish it had been a full day instead of just 3 hours. I enjoyed the psychology relating to patients & have a new understanding of how they may be feeling when they phone or visit the surgery. (JL)
Not all content of the course was covered in the time allocated, although supporting literature was provided, perhaps course time could have been longer to cover whole content. Topics covered were relevant and informative. Worthwhile course to take for both new and existing staff. Makes you stop and reflect on your day to day methods and take stock of possible positive changes we can make to provide better patient/customer experience and a better working relationship. (MM)
Interesting and enjoyable with some great learning tools. (JB)
Great interaction between trainer and learners. Precise & relevant info with great examples of how to use in practice. (MO) 31st Oct 2019
We have an overall satisfaction score of
+97%from our attendees of this course.
Striding Edge Consultancy
Other Courses We Offer
Team building and away days
Effective Delegation Skills
Time Management
Coaching Skills for Team Leaders
Appraisal Skills
HR Skills for Team Leaders / Managers
Understanding Personality Types
Difficult Conversations
Reducing Clinical Correspondence
Mindfulness
Mental Health Awareness
Supervisory and Leadership Skills
HAVE QUESTIONS OR WANT TO KNOW MORE ABOUT THIS COURSE?
If you’re interested in this Excellent Customer Care course or would just like to know more details, use the button to the right to get in touch with us today. Alternatively call us on 01539 726118.