The Right Words at the Right Time... Customer Service Recovery for Healthcare
CUSTOMER SERVICE | a MEDIA PARTNERS Release
Program length: 15:15

This practical and memorable program is specifically designed to empower your healthcare employees  with a clear checklist of Customer Service Recovery tools and techniques. From showing empathy and truly listening, to exploring with permission phrases and presenting options, front-line healthcare workers will learn how to match the signals they send with the words they say.

With a wide variety of realistic healthcare scenes, this training demonstrates how the right words at the right time will help employees overcome almost any service recovery challenge. This training addresses common patient and family concerns, including:

  • A family member complains about a long wait-time.
  • A patient demands a different doctor.
  • An elderly patient refuses more tests.
  • A patient accuses the staff of theft.
  • A husband insists his test results be kept from his wife.

Having the exact words handy in a tense situation, and knowing how to say them, can make all the difference. This valuable training equips your staff with a step-by-step process for turning frustrations or complaints into understanding and solutions. When dealing with patients or family members who may not be at their best, it is all the more important that your staff is at their very best, and ready with the right words at the right time.

Your employees will learn:

  • How to send the signals "I Care," "I Understand," and "You can trust me to take care of this."
  • How to Stay Polite and Professional
  • What to say when a Patient or Family Member is Rude
  • What to say when a Patient or Visitor is Clueless
  • What to say when you can't say, "Yes" to a request


ALSO AVAILABLE IN THESE INDUSTRY-SPECIFIC VERSIONS:


Languages: Cantonese, English

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DVD, USB*, ONLINE & Support Materials
Purchase $945.00
Rental $350.00
The Right Words at the Right Time... Customer Service Recovery for Healthcare - USB $945.00
RWRT HC Leader's Guide (I DO NOT own the DVD) $99.95
RWRT HC Leader's Guide (I OWN the DVD) $9.95
RWRT HC Pocket Cards $0.50
Purchase $895.00
Rental $350.00


If you need more information or have any questions, please contact us at 1-800-408-5657.

This program is available through Online Business Learning, our streaming subscription platform which offers over 2000 premium streaming and eLearning courses, 24/7, for a low monthly price. READ MORE about it, or call at 1-800-408-5657 us to set up a FREE 30 DAY TRIAL today!

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The Right Words at the Right Time... Customer Service Recovery for Healthcare
 
reviewed by 1 people
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    S. Bovey - Administration
Very well done.  The examples are clear and the teaching points well supported.  

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