Lancashire and South Cumbria Training Hub

Excellent Customer Care (for non-clinical staff)
2026-11-18 09:30 - 12:30 (Europe/London)
For Admin and Clerical Staff working in Lancashire and South Cumbria General Practice.
The course dives into the art of delivering exceptional client experiences, focusing on creating a culture of empathy, efficiency, and professionalism.Course Aims:

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

Defining Excellent Customer Care: 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.
Understanding Client Expectations: 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.
Managing Unreasonable Expectations: 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.
Team Approaches to Challenging Behaviour: 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.
Queue Management and Service Efficiency: 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.
Reducing Phone Abuse and Ensuring Respectful Communication: 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.

This is an interactive session and you will be expected to interact. Please ensure you have a camera and microphone available to attend the meeting.
PLEASE NOTE: Resources are only available to attendees. Please ensure that you either put your name in the chat or use the QR code to register your attendance via your Medtribe account when you log onto the session.
