GP Customer Care Skills

Overview

Our GP customer care skills course ensures your customers only have good things to say about your team when it comes to your customer care.

 

Who Should Attend?

The training is designed for those who deal directly with Customers, or manage the Customer Care process in the practice. We look at both face to face and telephone communications to ensure your staff are able to apply a consistent high level of care across the team.

Key Learning Outcomes

• Defining Customer Care and what it means for the success of the practice
• Understanding every Customer and managing their expectations
• Understanding the verbal and visual cues of Customers that enable you to meet their individual needs
• Understanding the benefits of different communication channels and knowing when to use them effectively
• Dealing with difficult Customers and using your people skills to turn a situation around
• Resolving complex Customer Care issues - negotiating with Customers
• Measuring Customer Care, evaluating and making improvements

This onsite training is highly participative. It is built on the experiences of delegates' real life Customer Care scenarios in the Surgery.

We recommend to our clients two sessions in a day (9.30 am to 12.30 pm and 1.30 pm to 4.30 pm) to ensure the Practice / Medical Centre is able to organise cover arrangements and gain extra value for money. We would use your coffee lounge / training room and we would recommend no more than 10 people in any given session unless the room allows. We would provide all necessary equipment including laptop and projector as well training materials and stationery. The price above covers one three hour session - the price of two three hour sessions in a day are offered at the discounted rate of £750 plus VAT for upto 20 people over the day. Cost excludes travel and accommodation costs (where applicable) - these are charged at a special rate never more than £150 plus VAT for mainland UK.

 

These are a few comments from our clients:

Reallly happy with the course makes you realise just how valuable patients are to the practice

A very enjoyable and informative session - good for team building in the Medical Centre as all areas took part

It was good to discuss actual instances with colleagues - helped to relate what we were learning

I liked the psychology behind what the trainer was saying

Felt the balance was right - informative and enjoyable

Well presented, clear slides and useful handouts

The course was made far more interesting because we discussed issues rather than looked at slides for three hours - surprising, the time passed by quite quickly!

I found the trainer put the content across very well - time went very quickly and held my attention throughout

Extremely useful gave me much to consider when dealing with complaints

A very well presented, concise and professional delivered course

Information given easily and conversationally - felt we were participating fully and responded to

I have found it all very helpful - thank you

Relaxed atmosphere with plenty of positive ideas to action

 

To proceed simply email us at info@ripleytraining.co.uk or call us on 01423 861122 with your preferred dates.