Administrators and Receptionists

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.

Course content

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.

Leading customer service excellence
Learn methods for supporting teams and individuals to deliver customer service excellence. How to communicate effectively with customers and how to gather feedback from customers to drive improvement.

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

Who’s it for?

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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.

Administrators and Receptionists

Course Summary

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"I just wanted to thank you for the great sessions that have been delivered over the last 4 months, I personally get a great deal to reflect upon out of them and have found the learning to be very insightful within my fairly new role."

Gemma Shone - NHS

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