CUSTOMER CARE COURSES

Talking Life has a range of excellent customer care courses
for the NHS and public sector, which can easily
be adapted for commercial companies and organisations.

Customer Care options include:

1. Face to Face Customer Care

2. Telephone Customer Care

3. Basic Customer Care for staff whose first language is not English

Positive steps effective customer care in the NHS (1-day Max numbers: 24)

In the NHS dedicated staff respond to a variety of situations that are constantly changing.

They are often in the position where they need to communicate important messages skillfully and present a positive and helpful image on behalf of the Trust. Yet NHS staff, trained to react swiftly and efficiently to health problems on a day-to-day basis, may lack the essential communication skills needed to deal with members of the general public, thus leading to a perceived lack of public satisfaction. This programme can remedy that.

Includes: performance evaluation, creating the right impression, voice control, the use of body language, managing complicated communications, finding solutions, learning for life

For: Receptionists, Telephonists, Admissions Nurses, Outpatient Staff, Day Ward Staff, Appointments Clerks etc.

Telephone Customer Care for the NHS (Max 12)

Aimed at staff primarily working on the telephone, fun exercises demonstrate effectively the need to meet and exceed the high expectations of today’s health service customers and patients. Starting with the basics of how you appear to the customer/patient, exercises build knowledge and confidence in handling customers in a variety of situations and are backed by meaningful discussion and feedback. Includes:

• Extensive use of telephone role plays provide humour mixed with the serious learning points.
• A look at how the customer/patient perceives you, how your behaviour influences them and how giving just a little extra will instil confidence and satisfaction and create a valuable relationship.
• A look at how building rapport helps make calls more effective by putting you on the same wavelength as the customer/patient.
• A technique for controlling calls efficiently is demonstrated, the need to keep calls on track is important in a high demand environment.
• Problems & Complaints – can’t be avoided from time to time so techniques for resolving issues are worked through. Turning a complainant into a satisfied ‘customer’ is vital to the organisation.

Basic Skills Customer Care (1 day: Max numbers 12)

This is an introductory 1-day course to communication and customer care skills ideal for NHS staff in basic roles in the Trust and who do not have English as their first language. There are six modules.

"Working as a Team Member"

• Your Current Role
• Qualities of a good team player
• Build your own plan to support others in your team

"Face to Face Contact and Customer Care"

• Meeting the patients & public
• Interview skills – for appraisals, PDPs etc.
• Body Language

"Telephone Skills"

• Listening and questioning techniques
• Tone, pitch, pace and clarity of voice

"Writing Skills"

• Describe a Shape – written exercise
• Perception
• Writing basic documents – memos etc.

"Taking Responsibility"

• Taking responsibility for yourself
• Suggesting changes / ideas
• Techniques to work through a problem

"Assertiveness"

• Assertive techniques, how to get the result you want
• Practice being assertive

Talking Life Seminars

‘Talking Life’ is a leading provider of seminars to health professionals in the NHS

WE CAN BRING A RANGE OF PROFESSIONAL &

PERSONAL DEVELOPMENT SEMINARS &

WORKSHOPS TO YOUR WORKPLACE. PLEASE

CONTACT: WENDY BENNETT 0151-632-0662

‘Excellent! Excellent! Excellent! - so glad I did it!’

(Senior NHS Trust Manager)

• ‘A professional programme & a very positive learning experience’
(Training Manager, NHS Trust)

• ‘Excellent, brilliant and a very good experience’
(Family Therapist, NHS Trust)

• ‘Excellent. It was interesting & kept me interested’
(Medical Secretary)

• ‘I have enjoyed the day immensely. More departments should be included’
(Day patient receptionist)