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Excellent Customer Care
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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
Millcroft Medical Centre - 24th May 2022
5 delegates completed evaluations, each scoring 4 domains out of 6
| Learning Goals Met? | 93.3% | (28/30) |
| Effectiveness of Trainer? | 100.0% | (30/30) |
| Training Materials | 90.0% | (27/30) |
| Enjoyable? | 93.3% | (28/30) |
| Overall Over Four Areas | 94.2% | (113/120) |
Key Feedback
Really enjoyed the course and will put into practice - (SK)
Thank you - (SG)
Thank you - (RW)
The course was engaging open honest and very enjoyable - (MS)
Course content was good, and reactive to the needs of our team. The trainer, Paul, was incredibly personable and kept everyone engaged, which is no mean feat. - (TB)
Very good content, exactly what is needed in the challenging remobilisation stage following covid. (NM) (Online)
We have an overall satisfaction score of
+97%from our attendees of this course.
Striding Edge Consultancy
Other Courses We Offer
Conflict Resolution
Coaching Masterclass for Managers
Coaching Essentials for Managers
Managing Virtual Teams
Care Navigation
Chaperone Training
Medical Terminology
Giving and Receiving Feedback – speedy management skills
Note Summarising
Snomed and Read Coding
Unconscious Bias
Team building and away days
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.