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Exceptional Customer Service

Workshop Agenda:

Session 1:

  • A Patient Focused Service
  • Definition of Exceptional Customer Service
  • Motivated to Serve
  • Perceptions & Expectations
  • First Impressions

Session 2:

  • A Positive Approach - the Importance of Self Talk
  • Overcoming Negativity
  • Saying No in a Positive Way
  • Explaining Policies in Positive Terms
  • Words & Phrases to Avoid

Session 3:

  • Communicating with Patients
  • Review of Telephone Tactics
  • Rights of Challenging Patients

Session 4:

  • When they Ask for the Boss
  • 6 Steps to Dealing with Challenging Patients
  • Becoming a Service Star
  • Action Planning

Workshop Objective

A training session packed with tips and techniques to achieve the best in customer service. Delegates learn how to avoid the common pitfalls in providing customer service, how to meet the CQC standards and to create protocols and procedures that meet the needs of the patients and service users. Creating the right first impression and dealing with challenging behaviour feature in the programme along with action planning to make significant improvements. This one day workshop will show delegates how to consistently work towards delivering exceptional customer service while working under pressure in the primary care environment.

The aim of the workshop is to provoke thought, motivate delegates to achieve more and plan future action. The workshop is divided into four sessions;

  • Customer service in primary care
  • Communicating a positive approach
  • Brushing up key skills 
  • Meeting the challenge.

Who should attend

This workshop has been designed particularly for front-line staff but is suitable for all those who work in supporting functions in the primary care environment such as:

  • Receptionists & Secretaries
  • Administrative & other support staff

Workshop Duration

Full Day or Half Day

Feedback from delegates

"Very interesting and informative."
Melanie Timms, Whitnash Medical Centre

"Found session very informative and relaxing."
Maureen Mullins, Waterside Medical Centre

"Excellent, friendly trainer."
Katherine Upton, Henley Medical Centre

"Very informative and well paced."
Meryl Gould, Cape Road Surgery