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Customer service healthcare

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Customer service healthcare

  1. 1. Customer Service Skills 1
  2. 2. What happens next• Creating positive relationships• Customer service skills valued by employers• Listening skills• How to handle conflict with greater ease• Multiple-choice quiz
  3. 3. Please turn to page 11
  4. 4. # 1 - Do you speak first when you see a patient, visitor or colleague?
  5. 5. # 3 - Do you introduce yourself, giving your first and your last name clearly?
  6. 6. # 7 - Do you wear your identification badge so your name is clearly visible?
  7. 7. # 9- Do patients see you following standard precautions?
  8. 8. # 11 - Do you greet the other person on the same physical level?
  9. 9. # 12- Do you listen to the other person’s initial statement without interrupting?
  10. 10. # 16- Do you listen for the caller’s name at the start of a phone call?
  11. 11. # 20 - Do you appear happy in your position?
  12. 12. Chunk & Check
  13. 13. “What will you tell your ______________________ about the next steps in your treatment?”
  14. 14. Please turn to page 13
  15. 15. Match the person’s physical level
  16. 16. Smile
  17. 17. Introduce yourself, including your last name
  18. 18. Explain your role
  19. 19. Make eye contact
  20. 20. Wait for the other person to finish before you speak
  21. 21. Paraphrase what the person said
  22. 22. Show concern/empathy
  23. 23. Use courtesy words
  24. 24. Match the person’s physical level
  25. 25. The new computer system
  26. 26. A. EmployeeB. Job applicantC. Coach
  27. 27. Seconds remaining...
  28. 28. A. Family MemberB. CoachC. Employee
  29. 29. Seconds remaining...
  30. 30. A. CoachB. EmployeeC. Resident
  31. 31. Seconds remaining...
  32. 32. Please turn to page 16
  33. 33. How would you feel if your loved one wasn’ttreated with courtesy & respect?
  34. 34. Please turn to page 20
  35. 35. Finding empathy
  36. 36. Please turn to page 21
  37. 37. Please complete theevaluation on page 23

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