Empowerology

Core Skills in Customer Service Excellence

Description

Skills in Customer Service Excellence is designed to encourage exceptional skills in and continuous attention to creating a superb user experience irrespective of your service type. This comprehensive programme covers the importance of an excellent experience, through skills development, right to embedding it as an enduring culture. What’s more, all team members exit the programme with an unambiguous picture of how a superior experience translates into security and success for them.

Content

Understanding the importance of the ‘customer’ in the modern workplace
Implications of poor customer experience in a competitive market
The cause and effect relationships of seemingly simple things
Defining the customer – who are they really?
Differentiating between users and payers
Internal versus external customers
What matters to customers?
Where and how ‘potential’ customers learn about you
How you can learn from published information
How to measure customer experience – an overview
The reliability factor – what’s your perception
The propensity to refer – the ultimate measure?
Loyalty and how it affects your se3curity
Creating a high baseline for dignity and respect
Developing behavioural flexibility to individualise experience
Using active listening techniques & reflection
Telephone excellence in the clinical environment
Enquiry handling – marrying efficiency with experience
Resolving problems and the extra mile effect
People under stress – how you can help
The right face in face-to-face exchanges (and other body language issues)
What’s your atmosphere – understanding the group effect on experience
Projecting positive self image and values
Unreasonable experience expectations and how to manage them
Balancing patient & staff needs
What to do if you are faced with a complaint
The complaint as an opportunity
Handling emotions positively
Become a CPE (Champion of Patient Experience)

Benefits and objectives

Understand the importance of customer experience in modern workplace
Develop the principles & practise of great customer services
Learn how you contribute to department success through customer experience
Discover how to get the best from customers
Increase your ability to handle people with dignity and respect
Understand the importance of customer experience in modern workplace
Develop the principles & practise of great customer services
Learn how you contribute to department success through customer experience
Discover how to get the best from customers
Increase your ability to handle people with dignity and respect

Course type and teaching methods

The course is very practical, designed to provide participants with working methodologies and clear instructions to enable them to apply the new skills directly on return to service. The format consists of lectures, case studies, discussions, individual and group exercises all designed to embed core principles in customer service excellence.

Taking This Forward

If you would like more information or wish to discuss bringing us into your organisation, please contact Dean Kellogg on 01332 821266 or email

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