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In Excellence in Service: Customer Relations Skills for the Health-care Environment, participants will learn...

  • Gauge your organization’s current service efforts and identify where you need to improve service levels
  • Create excellent service expectations for all patient interactions
  • Master the core competencies that every health-care professional should have
  • Understand what it takes to deliver excellent patient service

Did you know that Americans care so deeply about their health-care customer service that they will switch providers to find better service? More than half say they choose hospitals, clinics and other medical service providers based on whether they believe the employees understand their needs. Only one in five Americans chooses these services based on convenience. And nearly a third of visitors and a quarter of all patients say health-care employees did not do a good job of making them feel like their individual needs were understood.

Developed in 90-minute sessions, this program can be scheduled and trained at convenient times or in its entirety in just four days. It will give you the opportunity to promote and develop a consistent service language across your medical facility so you can meet or exceed all patient expectations as an organization.

    SkillPath Training Information

    SkillPath Enterprise Solutions can bring the following topic to your company: Excellence in Service: Customer Relations Skills for the Health-care Environment

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    Introduction: The essential elements of excellence in service

    • Identify the essential elements of excellence in service
    • Why service excellence is critical in a health-care environment
    • Your top priority, no matter what your position
    • Understand the core competencies of the Excellence in Service program

    Session 1: Understanding expectations

    • Comprehend the range of possible expectations and identify those that apply to your facility
    • Recognize the need for empathetic responses and use medical-specific role-play scenarios for skill practice
    • Identify the actions that clearly signal patient understanding
    • Recognize responses that do not meet customer expectations and develop better ways for handling it

    Session 2: Speak the language of excellence in service

    • Review and evaluate the vocabulary, word choices and delivery of messages used to support patient service efforts
    • Demonstrate understanding of supportive language that conveys value and importance
    • Know what specific words and phrases build customer trust
    • Learn how body language can often signal more than actual words and learn to “listen with your eyes”

    Session 3: Become a master communicator to achieve “verbal” excellence in service

    • Understand the common threads of effective communication and how each applies to various customer contacts
    • Use a self-assessment tool to analyze the effectiveness of your verbal communications
    • Identify areas for improvement in verbal communication skills
    • Learn how to communicate a “ready to help” attitude

    Session 4: Communicate masterfully in writing

    • Evaluate your current written communication and identify ways to enhance your abilities
    • Review the guidelines for effective, factual documentation
    • Treat your “internal” customer like a valued partner by taking care with your written word
    • Know your readers: 6 questions you must ask yourself about the people who read your letters or emails

    Session 5: Listening for service opportunities

    • Understand what listening really is
    • Determine if your conversations are interactive or one-sided
    • Actions to take to develop active listening skills
    • Recognizing a service opportunity when you hear it and how to respond

    Session 6: The power of a good question

    • The power and purpose of a good question in providing excellent service
    • 3 things you must do when asking a question
    • Identify the right type of question to ask to get the answer you need
    • Understand how to take the “bite” out of necessary but often difficult or uncomfortable questions

    Session 7: Dealing with problems, complaints and concerns

    • The 5 principal reasons people complain and how to handle each one purposefully
    • Handle complaints and displeased responses appropriately
    • Explain organizational policy in a way that won’t put people on the defensive
    • What to do when someone questions your authority or knowledge

    Session 8: Dealing with that difficult person

    • Increase awareness and understanding of how to deal with the angry, difficult and ultra-difficult person
    • Learn why you respond the way YOU do to a difficult person
    • Understand how to control your own anxiety and discomfort when dealing with a difficult person
    • Releasing tension after a tough encounter with a patient

    Session 9: Restore and rebuild broken relationships

    • What’s at stake when a customer is displeased with the service or personnel at your facility
    • Critique your present mindset about broken or damaged relationships and develop a positive problem-solving attitude to repair them
    • How to agree to disagree without undermining the relationship
    • Maintain a commitment to providing excellent service to everyone

    Session 10: Communicating under pressure

    • Why thinking on your feet—and then communicating effectively—is crucial
    • How to have tough conversations without causing anger or resentment
    • How you say it is just as important as what you say—a key customer relations ability
    • Ways to handle overly talkative customers without hurting their feelings

    Session 11: Dealing with generational differences

    • Understand the basic generational differences and learn communication preferences and expectations of each generation
    • How to recognize how your own generational preferences impact the service you deliver
    • Bridging the gap—improving communications between the generations
    • See the whole person, not just the generation

    Session 12: Developing senior awareness and sensitivity

    • Gain an important overview of the physical/mental incapacities that seniors may face
    • Learn how to provide excellent service when vision or hearing is a problem
    • Identify the issues that memory loss could cause when delivering patient care
    • Learn how and when to show empathy and when you are going overboard

    Session 13: Care for yourself and you care for your patient

    • Calculate the strain: How susceptible are you to the negative effects of stress?
    • Avoid victimizing: Understand what you can control and what you can’t
    • Maintain a positive attitude: Focus on what you can control
    • Tame your stress by using stress recovery tools, techniques and supportive behaviors

    Session 14: Be a service superstar

    • How to be a catalyst for building teamwork, cooperation and support with peers
    • Keep yourself energized, motivated and positive
    • Complete every interaction on a positive note
    • Learn how incorporating the spirit of Excellence in Service into your daily routine will help you eliminate your own stress so you can truly love what you do

    Session 15: The team approach to center-wide service

    • What is a patient service team?
    • Discover the 4 stages of team development and where your team is
    • Learn how to identify and eliminate departmental “silos”
    • Discover the strengths and challenges of various team interpersonal styles and how to improve communications with each style

    Session 16: Achieve patient loyalty and advocacy

    • Review the key behaviors that boost loyalty and build long-term relationships
    • Tips to improve retention and earn loyalty
    • How to keep the organization in your patient’s view
    • The simple things you can do to get customers to “spread the word” about your organization