Customer Service: General Hospitable

General Hospitable

Keeping our patients satisfied is as much a part of excellent medical care as the diagnosis and treatment. By viewing two entertaining videos and discussing steps to delivering exceptional customer service, participants will be challenged to reflect on their everyday interactions with patients. Each day we have numerous opportunities in health care facilities to actively communicate to our patients that we care about and respect them. Recommitting to customer courtesy and a positive service attitude is the primary goal of this training.

Objectives:

    1. Discuss what patients want from health care professional.
    2. List several examples of health care service problems that need improvement and the steps to resolve them.
    3. View two videos that illustrate what excellent and poor customer service looks like and several steps to improve.
    4. When a problem occurs, learn a three-step plan or “service recovery” method: listen, apologize and resolve the problem.
   
 
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