Customers msut feel you care and think you can be trusted. We show your staff how to invite both.
Our uniquely effective interpersonal behavioral model is applied to your healthcare environment. Understanding how stress affects relating behaviors is key to staff professionalism, satisfaction, & exceptional service in healthcare. Staff commit to:
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(1) staying balanced as a care giver or support person;
(2) regaining balance quickly when stress takes its toll; and
(3) recognizing stress patterns of “customers” (patients, family members, other
providers, etc.) and how to invite them to regain balance and feel cared for.
Participants also learn:
4 key steps for consistently effective customer interactions on the floor or on the phone--time after time;
Confidently deal with irate and difficult customers;
What customer secretly gives us a bad rap and what to do about it;
4 Ways to remain a professional problem-solver who sincerely cares;
How to create good days and avoid bad days--renewing one's professional vision;
And much more--based on your needs
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FLEXIBLE DELIVERY: We easily customize our program to fit your situation and schedule and deliver it at your location.
For detailed content information,
To discuss your needs,
To schedule a free overview...
Call 303-674-6455 or contact us below.
The program is called “We Care” because the expectation of customers is that their healthcare providers will sincerely care about them while they provide the clinical services required—even when the customer is difficult or irate.
CLICK HERE TO READ A CASE STUDY
CLICK HERE TO LEARN ABOUT OUR "LOYALTY CONSULTING" PROGRAM
"Those were the best hours I've ever spent with a consultant in my life!"
--CNO of a Healthcare System in the South
"Thank you for truly useful profesional development. It is making a huge difference. The only complaint I heard was from some of our staff who were sorry they had not been included in the first round of training."
--Medical Director of a Regional Hospital & Clinic in the Northwest
"Thank you so much for the training. I gained tremendously from it. It's the best I've ever had."
--Medical Assistant in an urban Medical Center in the East
FOOD FOR THOUGHT...
In their diagnosis & solutions of the current state of the health care industry Michael Porter & Elizabeth Teisberg suggest: "Healthy competition is competition to improve value for customers, or the quality of products or services relative to their price. It leads to relentless improvements in efficiency. Product quality and customer service improve. Innovation propels advances in the state of the art. Quality adjusted prices fall, and the market expands and more customer needs are met. Choice expands. It is a far cry from what we see today in health care."
While their recommended solutions are controversial--they can be found in their book, Redefining Health Care: Creating Value-Based Competition on Results (2006)--the analysis of the fundamental causes of customer dissatisfaction, poor quality, uneven access and high costs are widely regarded as insightful. Food for thought...
Our We Care Customer Service training for a new era of health care is designed to improve your value and quality by improving your service to customers and the morale of your personnel.