presents
Padgett Thompson
a division of Rockhurst University Continuing Education Center
Course Description
This seminar is offered onsite only. The descriptions and outlines specified below are examples of the topics covered in this seminar. Actual seminar content will depend on your organization's needs. Of course, we customize the seminar's content to meet the specific needs of your organization.
Customer Service For Health Care Professionals
A One Day Seminar
Meeting Code: PHE
A one-day course that will give you
new insights into why customer
service excellence should be just as
important to you as a health care
provider as it is to any other
business. You'll also learn how to
cope with difficult patients ...
stress-busting tips that will keep you
from becoming overwhelmed and
burned out ... and better serve the
needs of all your patients..
What you will cover ...
- The #1 reason many health care
providers fail to deliver customer
service and how you can avoid it
- Creating a culture of service
excellence in your office from top to
bottom
- The 3-Step Plan for building and
maintaining high quality service
- Articulating the true costs of poor
customer service and what it can
mean to you now – and in the future
- EXERCISE: Take part in this
eye-opening assessment of your
customer service capabilities that
will emphasize your strengths and
identify your weaknesses
- The true "Golden Rule" of
customer service for health care? It
may not be what you think
- Why you need to put your pledge
of customer service in writing for
both you and your patients
- How to set proper standards of
behavior for everyone in your office
that comes in contact with the
patient
- Simple words and phrases that
will put any patient at ease and
when to use them
- The flip side: Words and phrases
you need to eliminate from your
vocabulary – NOW!
- Psychic? No, just solving
problems easier by developing your
"E.S.P."
- The secrets of active listening and
using it to your full advantage
- How to understand and best
address your patients’ needs from
simple requests to emotional pleas
- Recognizing the warning signs of
potentially explosive situations and
the best way to respond
- The benefits of becoming a
patient advocate
Who should attend ...
Medical professionals, including
nurses and physician's assistants,
patient care representatives, office
managers and medical assistants
from medical and dental offices,
in-home care providers, and anyone
else in the health care industry who
interacts one-on-one with patients
or their families.
Bring this seminar to your site!
For information about bringing a course to your site please call 1-919-847-0331 or email the registry at
.
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Please mention the meeting code specified above and BE SURE TO STATE PRIORITY CODE "919-120001-000 -- Training Registry".