• Primary objective and benefits

  This workshop will help participants to learn:
  1. How to identify excellent customer care in healthcare sector.
  2. The four main styles of communicating with customers.
  3. How to use open and closed questions effectively.
  4. How to improve their listening skills.
  5. How to give the best impression of self, team and organization.
  6. The importance of the internal customers.
  7. How to deal with different types of customers effectively.
  8. Techniques for dealing with challenging situations.

Program Contents

• Module 1 -
  Excellent Customer Care In Healthcare Sector
  • Good/not so good practice in customer care
  • What makes healthcare different?
  • Internal & external customer expectations
  • Features of excellent customer service
  • Challenges faced based on experience
  • Principles of excellent customer care in healthcare sector

• Module 2 -
  Communicating With The Customer: Patients And Colleagues
  • Different types of customers
  • Four main communication styles
  • Analysis of own preferred style(s)
  • Achieve good communication with others
  • Apply the model to each delegate's role

• Module 3 -
  Communicating With The Customer (Part 1)
  • How good a communicator am I?
  • Barriers to good communication in healthcare
  • Communication breakdown, how to avoid it
  • When to use open and closed questions
  • Helpful and unhelpful phrases
  • Written communication - factors specific to healthcare such as medical jargon

• Module 4 -
  Communicating With The Customer (Part 2)
  • Listening to our customers
  • How good are my listening skills?
  • We might not listen with 100% concentration
  • Practical listening exercises
  • How to improve listening skills?
  • Confidentiality and cultural differences

• Module 5 -
  Challenges And How To Turn Them Into Opportunities
  • Deal with emotional customers effectively
  • Deal with demanding customers effectively
  • How to calm angry customers
  • How to say “no” to an unreasonable request without causing offence

• Module 6 -
  Review And Evaluation
  • What impression do we want to make?
  • Where might we improve?
  • Healthcare scenarios for application of principles covered
  • Action planning for what will be done
  • Distribute learning to other team members