Course overview: To explore the importance of customer service, both face-to-face and over the phone, and the impact it can have on service-user and patient experience.
Learning objectives:
•Identify what is good and bad customer service.
•Identify essential call-handling techniques.
•Identify interpersonal skills needed for managing patient interactions and service delivery.
•Explore what is meant by empathy and highlight it’s importance.
•Consider challenges such as difficult calls and communication barriers.
•Recognise the importance of confidentiality.
•Explore the Trust values and behaviours, showing how they improve of patient and customer care.
Target audience:
South Tees NHS trust staff, North Tees and University hospital Staff
Organised by:
The Career and Development Hub, For information please email: [email protected]
Cancellations:
All cancellations need to be made through your account. For those who do not attend without cancellation, your line manager will be notified and a possible charge may be incurred.
Please be advised that this session has a minimum attendee requirement therefore if this isn’t met we may cancel the session. If this session is cancelled, we will aim to advise attendees as far in advance as possible and apologise for any inconvenience that this may cause.
Late arrivals:
If attendees arrive more than 20 minutes late of the session time, they may be refused entry. In this instance, by assessing the impact of missed learning and the impact on other attendees, a decision would be made by the session facilitator to either allow the attendee entry to the session or ask them to rebook.
Certificates and feedback:
Upon completion of this course a certificate will be available for you to download from your account along with any other post course information.