When poor service occurs in Healthcare, even the newest or least trained employee can suddenly become the face of your organization to a patient or family member. This practical and memorable program is specifically designed to empower healthcare staff with a clear checklist of Customer Service Recovery tools and techniques. From showing empathy and truly listening, to exploring with permission phrases and presenting options, front-line healthcare employees will learn how to match the signals they send with the words they say. A wide variety of realistic healthcare scenes, demonstrate the use of The Right Words at The Right Time, to over-come almost any service recovery challenge.
Key Learning Points
- Use the right words to send the three signals: "I care", "I understand" and "You can trust me to take care of this"
- Stay polite and professional when a patient or family member is rude, when a patient or visitor is clueless or when you can't say, "Yes" to a request