Fraud Blocker

Customer Service Excellence

$22.00

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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.

The course come with:

  • Downloadable handbooks
  • Video lessons
  • Downloadable templates
  • Useful resource links

Recognised Certification

Participants who successfully completes the training will receive a Certificate of Participation.

Note: The image shown is a sample. Actual certificates will be personalised for each participant.

 

FAQs

All courses on this website are 100% online. There are no in person classes or set class times. All content can be accessed 24/7 and at the pace the learner decides.

Every module includes one hour of video content. So the course is the equivalent of 6 hours of continuous professional development or CPD.

Yes. You are free to select which topics you want to complete at any given time. There is no particular order they need to be completed in.

No time limit. Participants are able to go through the modules at their own pace. Once you register, you have lifetime access to the content, including any updates that are made to the modules to ensure they stay up-to-date.

Yes, every topic you complete will provide you with a unique completion certificate.

The accounts are designed for an individual learner because the certificate will be generated listing the name of the person on the registered account. However, if you have all the team members who you think my benefit from watching the content, and you don’t need them to have their own certificate, then multiple people could access the content on the same account.

Yes, the modules go through regular internal reviews to make sure they reflect current evidence or best practice standards.

This course help with accreditation in many different ways: the introduction to a accreditation module helps to give participants a practical introduction to the process of Accreditation in general practice, the certificates generated for every course are great examples of ongoing staff training evidence for Accreditation, and modules like infection control, and triage provide training in specific areas that will be assessed during the accreditation visit.

Yes, in addition to having lifetime access to the course and being able to revisit any content covered, participants can also reach out via the contact form on this website if they have questions or one additional guidance.

 

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