Customer Service

Course Title: Customer Service

Course length

Full Day

Maximum number to attend

Price per delegate, please call 01376 573999 for additional delegates.

This course is aimed at all staff in the Health and Social Care Sector.

The course is theoretical but will include group work, discussions and interaction from all participants.

At the end of the training session, there is a written assessment to evidence the learning of the attendees.

This course can be tailored to the bespoke needs of the customer.  Please speak to a member of the sales team for further details.

Learning Outcome

Introduction to Customer Service

Understanding your service users

Identifying needs and expectations

Meeting, managing and exceeding expectations

Expectations of healthcare

Influences on service expectations

Providing Service Excellence

First impressions

The healthcare experience

The feel-good factor

Internal customers

Working successfully with your colleagues

Delivering excellence to all your service users

Legislation, policies, procedures and standards

Communicating Successfully

Making a connection

The communication process

Inspiring confidence and building trust

Body language

Becoming a better listener

Verbal communication

Presenting information

Maintaining confidentiality

Telephone techniques

Written communication

Dealing with Difficult Situations

Service user dissatisfaction

Reasons for service users becoming angry

Dealing with complaints

Promoting your Organisation

Your role in promoting your organisation

Enhancing your Service

The need for continuous improvement

Reviewing your performance