Customer Care for Healthcare (WYEC)

This one day course is suitable for all front line staff and is designed to provide you with techniques for providing impressive customer service.

This course is designed to highlight effective and efficient customer care for front line staff. The course will provide techniques for delivering impressive customer service, handling complaints and difficult situations, as well as illustrating how to avoid common pitfalls and mistakes. They will be able to build stronger and beneficial relationships with their customers.

. On completion of this course participants will be able to:

  • Explain role expectations when delivering impressive customer care.
  • Evidence skills and knowledge to be able to deliver impressive customer care.
  • Understand the customer’s perspective and align their approach accordingly.
  • Confidently handle challenging situations.

The course covers:

  • Customer care and your role.
  • The consequence of poor customer care.
  • The Customer Satisfaction Triangle.
  • What makes this Triangle succeed or fail?
  • External and internal customers; is there a difference?
  • Identify your individual communication style.
  • Creating positive first impressions.
  • Rapport and how to build it.
  • Adapting your communication style to meet the needs of different customers.
  • Keeping customers informed and passing clear messages.
  • Managing customer’s expectations.
  • Communicating ‘changes’ that impact the customer’s expectations.
  • Effectively passing responsibility and ownership of a customer to others.
  • The stages involved in effectively handling challenging situations.
  • Controlling the key stages using questions and listening skills.

This course is delivered in a highly participative style. The day is divided into 4 sessions. At the end of each session delegates undertake a series of practical activities designed to increase their level of self- awareness and competence about that session. They also receive trainer and controlled colleague feedback on their approach so that further actions can be considered and positive actions reinforced. Skills practice and cases studies are designed to reflect the ‘real world of the NHS’ so that they are immediately able to apply their learning.

This course is delivered by our training partner Xceed Training.

Group pricing

Prices listed are for individual employees. Please contact us for details of group prices.


Training takes place on the St James's University campus at various locations. Please contact Organisational Learning on 0113 20 66807 for confirmation of venue. Click here to directions to St James's University Hospital.

Dates available on arrangement

West Yorkshire Excellence Centre can also create this course for you on arrangement either at your workplace or at one of their locations.

​For further course dates or to discuss a bespoke delivery in your workplace contact us or phone Tracy Harding on tel: 0113 20 64757​
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