Emotional Resilience & Difficult Conversations (Virtual)

Number of Capacity: 16

Course Content

• Defining excellent customer care
• Why first impressions are so critical
• Understanding why people demand and don’t ask
• Understand why we feel challenged by ‘unreasonable’ expectations
• How empathy affects our reactions and how to become more empathetic in challenging conversations
• Creating more effective team approaches to dealing with challenging behaviours
• Managing anger and complaints more effectively.
• Managing queues more effectively
• Reducing abuse on the phone

Expected Outcome

• Our Excellent Customer Care course dives deep into the art of delivering exceptional client experiences, focusing on creating a culture of empathy, efficiency, and professionalism.
• The course begins by defining what truly constitutes excellent customer care, emphasising its profound impact on client satisfaction and the overall service quality. Participants will gain essential insights into the critical role of first impressions, understanding that initial interactions play a vital role in setting the tone for positive and lasting experiences.
• Participants will explore the nuances of personal demands, even those unspoken, and learn how to anticipate patient needs. We focus on the psychological aspects that shape patient expectations, enabling staff to proactively address and exceed these needs to ensure high patient satisfaction.
• Handling unreasonable expectations can be challenging. This course equips participants with practical tools for navigating such situations with empathy and professionalism. By understanding the importance of empathetic communication, staff will be able to foster more compassionate and effective interactions, even in difficult conversations, strengthening patient relationships.
• The course covers how to build an effective team approach for dealing with challenging behaviours. Anger management techniques and effective complaint resolution are addressed, ensuring that participants can turn potential conflicts into opportunities for service improvement and a more positive patient experience.
• Efficient queue management is a key practical element of excellent customer care. Participants will learn strategies to reduce wait times and improve overall service efficiency, directly contributing to higher client satisfaction.
• The course also focuses on managing phone abuse and promoting professional, respectful communication during telephone interactions, ensuring that all communication, whether in person or on the phone, maintains the same high standard of care.