Customer Service Training for Hospital Employees

A trip to the hospital can be a very stressful and intimidating experience. Patients commonly suffer from high levels of stress not only from illness or injury but also from the levels of service received from hospital employees and administrative staff. Issues such as patient check-in, insurance coverage issues, billing and even the ability to navigate often confusing hospital floors can quickly turn a hospital stay into a negative experience. This stress usually extends to family members and friends who must visit a loved one in the hospital and are anxious to receive information on a patient’s situation. Patients and their visitors depend on hospital employees to go the extra mile to provide customer service that takes into account the intimidation they feel simply visiting a hospital. Our Customer Service Training for Hospital Employees program delivers proven methods that will provide insight into how human behavior affects individual customer needs and will enable any hospital employee to provide lasting customer satisfaction to patients.

Hospital employees are tasked with providing superior levels of customer service that alleviate patient and visitor stress and minimize the concerns they often face during medical emergencies or routine procedures. Our half-day Customer Service Training for Hospital Employees program teaches employees and the administrative staff the ability to recognize patient and visitor behavioral styles and to respond according to individual needs. These skills are practiced and critiqued in over four (4) videotaped and four (4) audio taped exercises. The classroom experience is influenced by external forces and personal participant experiences. Acquiring the skills to see issues from a patient or visitor’s perspective, ensuring timely resolution to concerns that affect customer satisfaction and delivering exceptional service are all taught in this program. Participants who attend Customer Service Training for Hospital Employees will learn the methods required to ensure that every person who visits a hospital, be it a patient or a visitor, leaves as a satisfied customer.

Seminar Objectives:

Participants in the customer service skills training seminar will learn to:

Practice and learn dealing with difficult patients
Educate patients and family members on a hospital stay
Guide patients and family members through check-in and discharge paperwork
Acknowledge customer concerns
Effectively handle all complaints
Be proactive rather than reactive
Show empathy
Gain cooperation from unhappy customers
Work effectively with other staff members to deal with patient concerns
Provide exceptional customer service for patients and all visitors

To maximize your customer service teams effectiveness we suggest our custom, private customer service seminars offered in house at the location of your choice.