Training Programs

Providing Extraordinary Customer Service (Medical Professionals)

Most health care organizations are finding that it is getting tougher to compete in today’s market. One dramatic change that is responsible for this increase in competition is that customers are raising their demands on the level of service they consider acceptable. A level of service that was acceptable to many customers even three years ago may create an unhappy customer today. To be successful in this demanding market, everyone in the organization needs to be focused on both their internal and external customers. Great companies have a core belief that in order to remain competitive, they must hire, train, and retain exceptional people who are committed to providing exceptional service!

A typical company hears from only 4 percent of its dissatisfied customers. The other 96 percent just quietly go away and 91 percent will never come back. That represents a serious financial loss for the companies, owners, managers and customer contact personnel who do not know how to treat customers, and a tremendous gain to those who do.

Successful organizations know that customer service is today's most important business factor. This training session focuses on giving front line patient service representatives the skills they need to handle each interaction with patients confidently and positively, leading to increased patient loyalty.

Key Topics:

• What constitutes great service?

• Why do patients complain?

• Understanding the difference between “talkers” and “walkers.”

• First impressions . . . you only get one chance!

• What’s the real value of one patient?

• How to determine your customers’ critical “Moments of Truth” and create a positive experience for each moment.

• How to demonstrate “all out recovery” when things don’t go well.

• Inverting the pyramid . . . gaining input from the front line!

• Seizing the opportunity to exceed patients’ expectations.