Customer Service For Healthcare
Course Overview
In this four-part, three-day series, your Service Reps will learn skills and techniques for serving external and internal customers more effectively, and successfully collaborating with the patients, you do business with. Participants will practice using simulations, case studies and class discussion of real-life situations – preparing specifically for the customer issues they will actually encounter in the field.
Goal of Course:
This course teaches the superior service in the healthcare industry. Delegates will learn how to develop and maintain a positive attitude, show extra attentiveness to patients, use customer-friendly language, and deal effectively with complaints and problems. Finally, delegates will learn how to build rapport with customers, interpret non-verbal communication skills, provide quality customer service over the telephone, and communicate effectively through e-mail.
This course will help you determine what your patients want, and evaluate the service provided.
Delegates will also learn how to implement, and monitor service standards. Course activities also cover conducting interviews, training and empowering employees, and recognizing desirable behaviour. Finally, delegates will learn how to create a customer service climate and foster customer loyalty.
Duration:
3 Days
Language:
English/Arabic
Training Objectives
- Understanding the definition of service in the Healthcare Industry
- Examining self-attitude towards customers
- Implement six service standards.
- Understand the customers’ needs
- Offer exceptional customer service that guarantees repeat business
- Create a great first impression and building rapport
- Give warm sincere greetings and fond farewells
- Follow-up on customers query and concerns
- Diffusing customer anger and strategies to deal with the difficult customer
- Complaint handling – turning complaints into opportunities
- Turning customers into business advocates
- Do’s and Don’ts in the nonverbal communication and how to better use the body language
- Understand and Implement the BEST service Module (Bend, Empathy, Sympathy, Thanking)
- Segregating between Service & Care and identify when to demonstrate Service as value driver and when to demonstrate care
- Leans tools and techniques to Manage Expectations
Module Outlines
Module 1: Service Mind-set
- Opening & Ice breaker
- Defining customers and customer life time value (CLTV)
- Defining service and service providers (emotional & functional)
- Service Attributes
Module 2: Service Oriented Culture
- The Six Levels of Service
- The impact of service on the company, employees and customers
- Understanding the customer’s need, problem issues and concerns
- Internal customer service, and the effect of internal service on the external customer
- Service Excellence in Practice
- Managing Expectations
- Going the extra mile (meeting & exceeding customers’ expectations)
Module 3: Personalized Service
- Developing & maintaining a positive customer service attitude
- Using the magic words (Showing Empathy & Sympathy) while using the BEST service module
- Perception points and its relation in building expectations
- Active Listening
- Face-to-Face service encounters (importance & do’s and don’ts)
- Importance of body language in transmitting messages
- Addressing complaints
- Service excellence through the phone (including phone etiquette, handling call procedures; mute, and wrap-up best practices)
- Over the Phone service (techniques, importance & do’s and don’ts, Tips and Tricks)
- Escalations; techniques and process
- The advantages and disadvantages of telephone communication
- Dealing with “Angry Customers”
- Building the ladder of Loyalty from customer to Brand advocate
Module 4: Service Value and Recovery
- Handling written complaint and replying to the customers queries
- Do’s & Don’ts in replying on written complaints
- Building Service Relations
- Dealing with difficult customers
- Service Recovery and Customer Retention
- The 7 rules in recovery
- Closing & Action Plan
‘Customized Learning
Leap To Success is offering a variety of learning options to meet current realities and can be adapted to suit your business needs. These options include variants of online, blended and on-site course formats.
Face To Face Learning
Enabling you to have a face to face interactive and engaging learning experiences led by renowned industry experts and thought leaders with extensive practical experience who will employ a variety of interactive learning techniques, including short high-impact videos, case studies, assessments, role plays, in addition to on-going support.
Virtual Learning Labs
Interactive online learning held in real-time using Zoom and are led by international subject matter experts who incorporate case studies, breakout rooms, guided practice, simulations and discussions to maximise your learning experience.
General Methodology
Similar to any L2S training program, this program offers an interactive learning experience in which will allow the delegates to reflect on their learning through an informative, indulging, and fun classroom experience. The design of the training session focuses on the following attributes.
- Concrete Experience: The delegates will learn by doing
- Reflective Observation: Reflecting on the newly experienced skill-set
- Abstract Conceptualization: Developing deeper understanding to the learned concepts
- Active Experimentation: providing the delegates with realistic tools that can be tested in the real life
Specific Methodology
To effectively execute this program and to ensure that the end result is being achieved L2S specific training methodology in Customer Service program is as explained in the below stages:
Stage 2: During the training
The course design is based on interactive facilitation, training energizers, training videos, extensive role-plays, group discussions, group brainstorming sessions. The role-plays and cases shared during the training includes variety of sales situations varying from prospecting all the way to handle the rejections.
Delegates will undertake a series of recorded role-plays to assess their personal selling style and evaluate their own approach within a reflective learning sessions.
Stage 3: Post the Training
Post the training program delegates will be given an action plan along with a worksheet that includes the key learning points. Also L2S will design a Leaders Tool Kit (LTK) for this particular module. The LTK helps the direct managers to evaluate the key learning points discussed during the training and allows the leader to monitor the progress of his/her employees post the training course.
Activities Brief
To effectively execute this program and to ensure that the end result is being achieved L2S specific training methodology in Customer Service program is as explained in the below stages:
Stage 2: During the training
The course design is based on interactive facilitation, training energizers, training videos, extensive role-plays, group discussions, group brainstorming sessions. The role-plays and cases shared during the training includes variety of sales situations varying from prospecting all the way to handle the rejections.
Delegates will undertake a series of recorded role-plays to assess their personal selling style and evaluate their own approach within a reflective learning sessions.
Stage 3: Post the Training
Post the training program delegates will be given an action plan along with a worksheet that includes the key learning points. Also L2S will design a Leader’s Tool Kit (LTK) for this particular module. The LTK helps the direct managers to evaluate the key learning points discussed during the training and allows the leader to monitor the progress of his/her employees post the training course.
Chinese Towers:
This training activity is used to highlight the importance of each part of the customer interaction, an effective teamwork activity that reminds teams to focus on what the customer wants rather than relying on what they think the customer wants.
Learning Objectives
- How to work in a highly effective team
- To be clear on what the customer wants
- The importance of meeting the customers’ needs
- To avoid making assumptions
- The importance of clear objectives
The Art of Service & Relationships
Essentially for hospitality, food and beverage sectors this inspired game teaches the essence of service in the restaurant business.
Learning Objectives
- The concepts on which any restaurant is built – vision, mission etc
- The Ten Golden Rules of Service
- To ensure that as a team member each plays his or her full part
- To embrace ownership, teamwork, integrity and urgency
- To deliver the highest standards of service consistently and continuously
- To ensure business and commercial objectives are met while at the same time ensuring total guest satisfaction
Managing the Moment of Truth:
This training activity is used to highlight the importance of each part of the customer interaction, covering all the ‘little things’ which can make a difference, and to generate an understanding of the impact of the total service experience, encouraging participants to take ownership and look for ways to improve performance.
Customer Handling Techniques:
This training activity is used to highlight the importance of building effective customer relationships, giving participants an opportunity to discuss and agree what ‘good service looks and feels like’, and understand the potential impact on the business of providing anything other than the highest standard of service to their customers.
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