Customer Service Skills

Why you should take this course

Giving patients, relatives and visitors (customers) a positive experience is key to the success of any practice. It is essential to know how to deliver a great customer experience that meets or even exceeds people’s expectations. Customers can also include partner organisations like hospitals, clinics, charities and any other service providers.

This course helps supervisors and managers to have the right systems and processes in place and to understand the role of leaders to support their team to deliver great service. Team members will gain the knowledge and skills to understand the need for great customer service, how to deliver it and how to deal with things when they go wrong.

Who’s it for?

This course is aimed at people in clinical and non-clinical roles at all levels. It is suitable for team members, supervisors, managers and practice partners.

What you’ll learn

Key topics covered on this course:

THE CHARACTERISTICS OF GREAT CUSTOMER SERVICE

Explore the characteristics of customer service excellence, the benefits to customers, colleagues and the practice.

UNDERSTANDING CUSTOMERS

Consider different types of customers, their wants, needs and expectations and why customer's expectations continuously increase. Explore the factors that influence the customer's choices and preferences.

CUSTOMER SERVICE STANDARDS AND SYSTEMS

The legal, moral and ethical requirements that impact on the delivery of great customer service. Customer service standards, policies and procedures.

THE IMPACT OF POOR CUSTOMER SERVICE

Quantify the impact of poor customer service for customers, teams and the practice.

UNDERSTANDING CUSTOMER JOURNEYS

Map and improve new and existing customer journeys.

DEALING WITH DIFFICULTIES

Identify customer problems and manage complaints effectively. How to support frontline staff to manage difficult behaviours and handle conflict with confidence.