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Customer Care and Teamwork

To provide underpinning knowledge and skills required to support all customers with an excellent service and to promote the importance of working within a team effectively.

To promote the safety and well-being of all patients who receive care.

DESCRIPTION

By the end of the course, candidates will be able to:

  • Explain what is meant by customer service and understand the consequences of it’s poor provision in care settings
  • Give examples of different types of customers
  • Discuss a range of elements that contribute to good customer service
  • Understand the importance of implementing good communication skills
  • Understand that customers with complaints may present with challenging behaviours
  • Appropriately support a customer who wishes to make a complaint
  • List the 6 key steps for handling complaints
  • Identify the stages of team development and the characteristics of effective teams
  • Identify ways to promote more effective team working

 

Assessment

Learners will be assessed by –

  • Ability to answer questions during course
  • Discussion following feedback from activities

 

Course content 

  • What is customer service?
  • Who are our customers?
  • Customer service in care settings
  • Clients as individuals
  • Consequences of poor customer service
  • Benefits of good customer service
  • Guidance and monitoring
  • Customers’ needs
  • What is communication?
  • Body language
  • Communicating in care
  • Barriers to communications
  • Customer service skills
    • Appearance
    • Creating a rapport
    • Active listening
    • Politeness
    • Acknowledging needs
  • What is a complaint?
  • Challenging customers
  • Handling complaints
    • Language
    • 6 key steps
  • What is a team?
  • Common goals for a team
  • Working in a team
  • Team development
    • Forming
    • Storming
    • Norming
    • Performing
    • Mourning
    • Reforming
  • Effective team working
  • Summary

CONTACT

Medex Group Limited
Botanical Gardens Business Centre,
3 Southbourne Road,
Sheffield,
S10 2QN

t: 0114 266 5264
e: info@medexgroup.co.uk

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