Customer for Life Series (Programs 1-6)

Dramatically improve the quality of service your organization provides and increase client retention! Testimonials from real health care customers with real experiences (good and bad!) are included throughout the series. Choose from 6 different programs depending on your organization’s greatest areas of need.

Learning Objective: To dramatically improve the quality of your healthcare organization’s customer service by addressing the “how to” rather than just the “why.” This series may be used as part of a customer service skills training course, for “just-in-time” training, or for individual tutorial work.

This program introduces viewers to the critical contact points in healthcare organizations where good customer relationships are created.

After completing this program, viewers will be able to:

• Describe how to effectively greet and handle customers at entry points and reception areas
• Describe how to interact with healthcare customers one-on-one
• List principles for how to deal with customers while they are waiting
• Describe how to ‘hand-off’ customers from one location to another

This program may also be purchased individually. Click here for details.

This program describes a service recovery process for responding to customer complaints or dissatisfaction.

After completing this program, viewers will be able to:

• Explain what service recovery is
• Explain the importance and effects of a service recovery process
• Describe the steps in an effective service recovery process

This program may also be purchased individually. Click here for details.

This describes specific steps for dealing with the angry or upset patient, family member or visitor.

After completing this program, viewers will be able to:

• Describe the principles for dealing with an upset or angry customer
• Explain the importance of putting oneself in the healthcare customer’s shoes
• Describe how mental responses influence behavior
• Describe how to give an upset customer time to vent and how to move into problem solving

This program may also be purchased individually. Click here for details.

A good telephone experience can ensure the goodwill of a customer and a bad telephone experience can destroy it. This video explores the basic principles and skills for gracious and effective telephone use in healthcare organizations. These skills include such topics as:

• Answering calls
• Transferring calls
• Putting callers on hold
• Leaving voice mail messages

This program may also be purchased individually. Click here for details.

The impact that support services personnel have on customer satisfaction is frequently overlooked, when in fact, it is often the support services workers who are most visible to the general public including environmental services, dietary, maintenance, security, transport, and similar service workers. This video explores three special service roles that these workers can assume:

• Ambassador of goodwill
• Protector of the environment
• Champion for the customer

This program may also be purchased individually. Click here for details.

Confidentiality and privacy are not only legal issues for today’s healthcare organizations, but also customer service issues. Patients and families who do not feel their privacy is being protected will not trust and may seek to change healthcare providers. This video examines eight principles for protecting the confidentiality, privacy and modesty of healthcare customers including:

• Share patient information only with those who have valid reason to know
• Do not leave confidential information on voice mail or answering machines
• Never leave written patient information unsecured or visible to the public

This program may also be purchased individually. Click here for details.

• New Employee Orientation
• Annual In-Service
• Mandatory Training
• Nursing Education
• Remedial Training
• General Staff Education