Exceptional customer service

Practice Managers Association
Delivery Method: Face-to-face


By the end of the workshop delegates will be able to:

  • Identify gaps in customer service delivery and areas for improvement.
  • Describe and create a vision of Exceptional Customer Service.
  • Examine ways to improve internal communication.
  • Recognise their own Personality Style and those of their colleagues and customers.
  • Enhance awareness of their response to different Personality Types and the effect this can have when dealing with challenging situations.
  • Understand the difference between prejudice and discrimination and the importance of a non-judgemental approach.
  • Be motivated to ‘walk the talk’ and set their customer service standards even higher.
  • Duration: All day

  • Location: On-site/locally

Who should attend?

Don't miss opportunity to work with leading specialists in a series of full day workshops specifically focused on the ‘business’ aspects of General Practice.
  • General Practitioners
  • Practice Managers
  • Senior Practice Nurses
  • GP Administrator Managers

Aims and Objectives

Delegates will be able to describe and create their vision of Exceptional Customer Service for their GP practice and understand the importance of “getting it right the first time”. They will understand the underpinning theory of how to achieve this, how to identify their current gaps and how to plan effectively. They will also focus on their own personalities and the impact they have on others – and on their customers.

By the end of the workshop delegates will be able to:

  • Identify current gaps in customer service delivery and areas for improvement.
  • Recognise barriers to communication.
  • See the importance of excellent internal communication and the positive effect this has on customer service delivery.
  • Recognise your own personality style and those of your colleagues, patients and other customers.
  • Enhance awareness of your response to different personality types and the effect this can have when dealing with challenging situations.
  • Manage and understand the expectations, feelings, fears and needs of your patients and their carers.
  • Recognise the difference between prejudice and discrimination.
  • Exhibit more confidence, motivation and control when dealing with challenging situations and complaints.
  • Learn to say the” right thing, at the right time in the right way” using Emotional Intelligence.
  • Recognise the effects of stress on you, your colleagues and patients.
  • Understand the difference between assertive, aggressive and passive behaviour.
  • Create an Internal Customer Service Charter.
  • Measure standards through the use of a customer service audit tool.
  • Be motivated to walk the talk and set your customer service standards even higher.

A workbook and guidance notes and will be provided to support this workshop – and delegates will receive a useful summary of the day with further notes of the key messages of the day.

Certificates of attendance are awarded after the workshop.

Workshop Agenda

Below is an outline of the proposed agenda, if you have any questions please get in touch.

09.00Registration
09.15Introduction, Objectives, Icebreaker (communication)
09.30Who are your customers? (internal/ external)

Definition of Exceptional Customer Service

GROUP EXERCISE

  • What is your ideal vision of exceptional customer service in a GP practice throughout the patient journey?

INDIVIDUAL EXERCISE

  • Score your practice
10.15Shep Hyken (input)
  • Attitude (input & discussion)
  • Communication (input & discussion)
  • Observations from GP practices (group discussion)
10.30BREAK
10.45Creating internal harmony (input)

INDIVIDUAL EXERCISE

  • Score your practice
11.00Personality Style Awareness (test & input)

GROUP EXERCISE

  • The best way to communicate with all four personality styles
  • Exploring the feelings, fears, needs and expectations of all four personality styles
11.45Prejudice & discrimination (challenging your thoughts and actions)
12.00How emotionally intelligent are you? (test)
  • How to say the right thing at the right time in the right way.
12.30LUNCH
13.15 How to deliver exceptional customer service in a GP Practice (input)
13.45Positive self-talk (exercise & input)
14.15 Communication: verbal / non-verbal
14.45Assertive, aggressive and passive behaviour (input & discussion)
15.00 BREAK
15.15Internal Customer Service Charter – Why do we need it? (input)

GROUP EXERCISE

  • Creating an internal customer service charter
16.15Review of learning and action planning
16.45Close
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