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WORKSHOP DESCRIPTION
Customer service equates to customers won and retained. We lose 68% of our customers because they perceive we don’t care for them or their needs. And that is their reality.
In this workshop, we explore what our customers (patients/residents and family) expect from us, the tone and the words they expect to hear, and our understanding or their needs.
Regard everyone as a customer, both internally and externally. Employees leave their workplace because they are not treated the way they wish to be treated. And family members will remove their loved ones for the same reasons.
WHO SHOULD ATTEND:
- Staff and employees who communicate with the residents and family frequently
- Supervisors and managers
COURSE OUTLINE
Awareness of Quality Service
- Identifying who the customer is
- Knowing what they expect
- Understanding the benefits of high level service
- Reviewing the 10 commandments of quality service
Communicating in a Customer-Driven Environment
- Using your behaviours to communicate your message
- Using verbal, non-verbal and visual cues
- Understanding what you do that retains customers: behaviour breeds behaviour
Getting and Retaining Customers
- Creating an action plan to build and to maintain the best health care facility in your area
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