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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
Stockport CCG - 21st October 2020
5 delegates completed evaluations, each scoring 4 domains out of 6
| Learning Goals Met? | 90.0% | (27/30) |
| Effectiveness of Trainer? | 96.7% | (29/30) |
| Training Materials | 90.0% | (27/30) |
| Enjoyable? | 96.7% | (29/30) |
| Overall Over Four Areas | 93.3% | (112/120) |
Key Feedback
I found this course was excellently delivered by Paul and was executed very well. Very detailed and explained well and I understood and learnt so much more about customer care. I feel comfortable now putting what I have learnt from this course into practice and developing my customer care further as I gain more experience. I would highly recommend this course to anybody within the NHS role who has daily interactions with customers. (DN)
Fantastic course with great coping strategies for all aspects of a receptionist's day to day role. (VL)
Interesting and helpful. (SP)
I found the course useful, especially the information about the frontal cortex of the brain verses the amygdala part. (LS)
It was good listening to somebody who had the experience and knowledge of the job role and what we do and deal with on a daily basis. (KL)
I enjoyed the way that each person's learning need was identified at the start, and the meeting of those needs was checked in halfway through. Discussion and debate was encouraged throughout, and Paul backed up his points very articulately and with examples. (MS) Online 28.07.20
We have an overall satisfaction score of
+97%from our attendees of this course.
Striding Edge Consultancy
Other Courses We Offer
Essential Telephone Skills for COVID
Giving and Receiving Feedback – speedy management skills
Unconscious Bias
Team building and away days
Effective Delegation Skills
Coaching Skills for Team Leaders
Appraisal Skills
Difficult Conversations
HR Skills for Team Leaders / Managers
Understanding Personality Types
Speaking to People with English as a Second Language
Time Management
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.