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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
Western Isles (17 delegates) - 20th October 2021
5 delegates completed evaluations, each scoring 4 domains out of 6
| Learning Goals Met? | 100.0% | (30/30) |
| Effectiveness of Trainer? | 100.0% | (30/30) |
| Training Materials | 100.0% | (30/30) |
| Enjoyable? | 100.0% | (30/30) |
| Overall Over Four Areas | 100% | (120/120) |
Key Feedback
Highly recommended - Paul is able to put across valuable, useful information in such a way that it sticks in your mind. (NG)
Fascinating, liked the psychological aspect, made sense of the reasoning for behaviours. Thanks for such an interesting course, and information. Great to use Teams effectively. (RP)
I found it very interesting the chimp or zookeeper - very relatable. Its always important to remember a receptionist is first point of call for all patients and just because it might be the 4th call of the morning you may have taken when a patients has ran out of their medication for example *Chimp might have something to say* we need to remember be a zoo keeper and have empathy. Thank you for an enjoyable course. (KM)
Really great course which made me think about my own behaviour when dealing with people. Would highly recommend this course to my colleagues. Paul was excellent and made us feel at ease. Thanks Paul. (JM)
Really enjoyed the course and delivered so well. (MM)
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
Coaching Masterclass for Managers
Coaching Essentials for Managers
Managing Virtual Teams
Leading in Primary Care
Telephone Skills with Resilience
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
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.