Page 32 - 2019 Online Course Catalog

F11 - Full Screen
Classroom Sessions by Topic or Exit Catalog

Customer Service

 Customer Service Fundamentals
This course will help you develop fundamental customer service skills that ensure patients and customers
receive an exceptional customer service experience. You will learn the 3 'R''s of loyalty; Loyal customers will
RETURN to a Methodist facility because they view Methodist as their healthcare provider of choice; they will
REFER others to our hospital; and will RELATE to service providers as partners in their care.

Objectives:
 Learn how to take personal initiative to meet and exceed patient and others’ expectations
 Conduct effective, efficient interactions when handling difficult or emotional situations
 Apply a set of skills (HEAT) that will enable them to identify and respond to unsatisfied customers.
 Use a set of best practices for taking the “heat” to turn difficult customer situations into positive
interactions.

AUDIENCE: All Employees

 What Customers Really Want
What is extraordinary customer service? We have all experienced it and, most likely remembered it. In this
course participants will explore the concepts and benefits of superb customer service. Individuals will learn
ways of building positive rapport with various types of customers and then apply those skills in activities and
exercises throughout the course. Further groups will practice learned skills in dealing with difficult situations
and making every interaction a positive experience.

Objectives:
 Explore the concepts and benefits of extraordinary customer service
 Identify ways of building customer rapport
 Say “no” in a positive way
 Remain calm when the customer is upset
 Cool down a hot customer
 Implement strategies to avoid burnout

AUDIENCE: All Employees

Delegation

 Delegating with Purpose
Delegating is a critical skill for leaders in today’s “do more with less” business environment. In this course,
leaders learn to identify the tasks they need to delegate, select the most appropriate individuals, assess
capabilities and commitment, and plan the delegation discussion. That discussion includes the level of
decision-making authority, amount of support, and methods for monitoring progress and measuring results.

Help leaders:
 Achieve key business results by leveraging the entire team’s abilities.
 Build the team’s capabilities and capacity through developmental delegations.
 Free up time to focus on mission-critical responsibilities.
 Delegate with increased confidence.

AUDIENCE: Team Leaders, Charge Nurses, Supervisors, Managers & Directors

31