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Excellence in Communication and Customer service; empathy, boundaries and best practice

Customer service and colleague interaction in a healthcare setting has a unique set of challenges specific to providing a first-rate healthcare service and ensuring customer/colleague satisfaction and wellbeing .
Amongst these challenges are such issues as, high volume of calls and emails, and management of people who may be stressed, distressed or in crisis

Furthermore, those staff who work on telephone answering services or through email have the additional challenge of not being able to communicate face to face.
This Excellence in Communication and Customer Service programme enables participants to have an understanding of what makes for a good customer-service/colleague experience, how to deliver excellent service over the telephone and by email, how to support callers who might be stressed or distressed and manage sensitive situations, as well as how to take care of themselves while caring for others

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Excellence in Communication and Customer service; empathy, boundaries and best practice

Accredited by:CPD

  • No dates

 

During the course Participants will:-

  • Learn techniques, particularly communication skills, to enable the establishment of good relationships based on consensus and appropriate boundaries which may reduce the likelihood of conflict arising in the first place

  • Develop confidence when dealing with customers/colleagues both by email and on the phone particularly those who may be stressed; distressed or angry

  • Explore self-awareness, emotional intelligence and empathy skills to support the customer/colleague appropriately through a foundation of understanding around the causes of stress/ distress

  • Learn techniques for staying calm, professional and yet compassionate towards the customer/colleague and of controlling the call and email thread and establishing appropriate boundaries in calls and emails.

  • Recognise the verbal and vocal aspects of telephone skills with a focus on active listening and sensitive call handling.

  • Develop good practice around taking care of ourselves and the importance of de-briefing in conflicted situations

    Course Overview

  • To look at ABC’s: Where Service Excellence Starts

  • What communication skills can enhance an interaction?

  • To explore the effective communication skills needed in both email and telephone conversations including;-

  • Appropriate responses to emails.

  • Establishing an appropriate response time to correspondence.

  • Answering telephones promptly and in a professional manner.

  • How to escalate calls / emails if required.

    Managing sensitive conversations with people Empathy for the people we are dealing with How to manage difficult interactions including:-

  • How to be firm but fair and understanding.

  • Dealing with argumentative or defensive people.

  • What to do if put in an uncomfortable position.

  • What to do if you don’t know what to do / say.

    Examine the benefits of professional email and telephone techniques and determine which are the most effective Managing sensitive conversations with those in stress/distress
    Handling customer complaints effectively
    Looking after yourself and increasing self-esteem and reducing in stress

    The course will include case studies to embed the learning