This course focuses on the pivotal role of customer service within a general practice setting, exploring the various factors that influence a patient’s experience.
Participants will learn about customer service touch points, effective service recovery techniques, ways to make patients feel welcomed, and strategies for managing common patient complaints and difficult behaviours.
Additionally, the course will address the importance of self-care for receptionists to maintain their own wellbeing.
By the end of this course, participants will be able to:
• Understand the factors that impact a patient’s customer service experience in general practice.
• Identify the key customer service touch points within a general practice setting.
• Develop effective service recovery techniques to address and resolve patient issues.
• Implement strategies to make patients feel welcomed and valued during their visit.
• Recognise common patient complaints and learn how to address them effectively.
• Develop skills to handle difficult behaviours from patients with professionalism and empathy.
• Learn self-care practices to manage personal wellbeing and reduce stress as a receptionist.