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Customer Service
THE ITEM CODE: T2C112
Course Title: Customer Service
Course length 4-6 hours (depending on requirements)
Maximum number to attend 12
This course is aimed at all staff in the Health and Social Care Sector.
The course is theoretical but will include group work, discussions and interaction from all participants.
At the end of the training session, there is a written assessment to evidence the learning of the attendees.
This course can be tailored to the bespoke needs of the customer. Please speak to a member of the sales team for further details.
Learning Outcome | Subject Areas |
Introduction to Customer Service Identifying needs and expectations | Understanding your service users Meeting, managing and exceeding expectations Expectations of healthcare Influences on service expectations |
Providing Service Excellence
| First impressions The healthcare experience The 'feel good' factor Internal customers Working successfully with your colleagues Delivering excellence to all your service users Legislation, policies, procedures and standards |
Communicating Successfully | Making a connectio The communication process Inspiring confidence and building trust Body language Becoming a better listener Verbal communication Presenting information Maintaining confidentiality Telephone techniques Written communication |
Dealing with Difficult Situations | Service user dissatisfaction Reasons for service users becoming angry Dealing with complaints |
Promoting your Organisation | Your role in promoting your organisation |
Enhancing your Service | The need for continuous improvement Reviewing your performance |