Customer Service & You

Course overview

Customer Service is an important part of the patient experience at healthcare facilities. While we may not traditionally think of patients as customers, the reality is that they operate as traditional customers do in other markets - such as retail or food service. Patients do come to healthcare facilities for medical care - but they also expect high quality patient experiences from the time they arrive on campus until they leave. This course explores two aspects of customer service excellence and our responsibility to showcase excellent customer service encounters - through a look at the impacts of first impressions and how to recognize and overcome unexpected circumstances in customer service encounters. Suggested Audience: All healthcare staff, as well as other healthcare affiliated personnel like volunteers or students Upon completion of this presentation, you should be able to: Identify the timeline for first impressions. Identify ways to improve first impressions. Identify ways to leave a positive overall impression. Recognize the importance of customer service in healthcare. Identify strategies for dealing with the challenges of customer service. Identify common barriers and complications to excellent customer service. Learning Outcomes Standard: Based upon customer service best practices.