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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
Online - 18th June 2020

3 delegates completed evaluations, each scoring 4 domains out of 6

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