Seminars > Customer Care

CUSTOMER CARE

A 1-day Workshop for staff in healthcare

Interpersonal skills are a vital part of every day contact with patients, their relatives and your colleagues. Their perception of you and the quality of customer care you provide rests on your ability to understand their needs, deal with them professionally and use excellent communication skills, showing them you care.

Aimed at staff primarily working face to face with patients, relatives and colleagues the course's fun exercises demonstrate effectively how to meet and exceed their demanding expectations. The course can also be tailored to suit staff who do not necessarily work with patients but whose jobs bring them into contact with the public.

Starting with the basics of how you impact on customers, a variety of subjects are covered building knowledge and confidence in handling patients and colleagues backed by practical exercises, meaningful discussions and feedback.

An overview of the day:-

  • A look at how the customer/patient perceives you - how your behavior influences them. How giving a little extra will create a valuable and long lasting relationship.
  • Techniques for controlling conversations, Elements of communication, Customer/patient expectations, rapport building are all topics covered in this packed one day course.
  • Problems and complaints - Knowing how to deal with them effectively and turning the complainant into a satisfied customer/patient, who will be happy with the service you provide, and recommend it to others, will add to your own experience and job satisfaction.
  • A well rounded enjoyable day with valuable feedback and techniques to put to practical use in the workplace.

  • 'Excellent, very interesting and helpful'
    (Support Worker, Swindon)

  • 'Very enjoyable seminar!'
    (Ward Clerk, Swindon)

  • 'A very interesting and informative session. A very good learning experience'
    (Staff Nurse)

THE TRAINER

'Martin - Top Bloke!' (M. Sellick)

Martin Fear is a successful and respected trainer, consultant and coach - with many years experience in the training industry. Martin has run successful courses for prestige organisations in both the public and private sectors including British Airways, BT, The Halifax and Microsoft.. With Talking Life Seminars he is involved in an extensive, on going programme of development courses for NHS Trusts. Martin believes that delegates should leave his courses feeling enriched with new practical skills, learnt in an invigorating yet safe environment. He has a reputation for being not only extremely knowledgeable, but also a skilled, friendly and warm communicator.

THE COMPANY Talking Life was founded in 1990, and presents high quality training both publicly and 'on-site' in the NHS and for Local Authorities. Our seminars and training days are well known both for the quality of the information and the high calibre of the trainers.

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