Lancashire and South Cumbria Training Hub

Excellent Customer Care Training
2023-06-14 09:00 - 12:00 UTC
OVERVIEW
An innovative course defining what excellent customer service truly is through the understanding of how the patient thinks and feels. We teach strategies to ensure high quality conversations between staff and patient. Our Excellent Customer Service course received national awareness having been discussed on BBC Breakfast News, Radio 5 Live and also in the Mail on Sunday. This course really makes a difference!

AIMS

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

WHO SHOULD ATTEND?
Non-Clinical Primary Care Staff

WHAT DO I NEED?

MS TEAMS (join on the app or online)
Pen/Paper
Preferably a camera and mic to participate

HOW LONG IS THE COURSE?
3 hours (Virtual)

Excellent Customer Care Training
2023-09-07 14:00 - 17:00 UTC
OVERVIEW

An innovative course defining what excellent customer service truly is through the understanding of how the patient thinks and feels. We teach strategies to ensure high quality conversations between staff and patient. Our Excellent Customer Service course received national awareness having been discussed on BBC Breakfast News, Radio 5 Live and also in the Mail on Sunday. This course really makes a difference!

AIMS

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

WHO SHOULD ATTEND?

Non-Clinical Primary Care Staff

Excellent Customer Care Training
2023-11-16 09:00 - 12:00 (Europe/London)
Defining what excellent customer service truly is through the understanding of how the patient thinks and feels. Including strategies to ensure high quality conversations between staff and patient.

AIMS

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

For non-clinical staff only.

Excellent Customer Care Training
2024-02-29 09:30 - 12:30, 2024-03-14 14:00 - 17:00, 2024-06-20 09:30 - 12:30, 2024-09-04 09:30 - 12:30, 2024-10-09 09:30 - 12:30, 2024-11-21 09:30 - 12:30, 2025-01-08 14:00 - 17:00 (Europe/London)
Places are limited . If you cannot attend this training, please ensure you have cancelled your place so that others can book on.
OVERVIEW
An innovative course defining what excellent customer service truly is through the understanding of how the patient thinks and feels. We teach strategies to ensure high quality conversations between staff and patient. Our Excellent Customer Service course received national awareness having been discussed on BBC Breakfast News, Radio 5 Live and also in the Mail on Sunday. This course really makes a difference!
AIMS

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

WHO SHOULD ATTEND?
Non-Clinical Primary Care Staff
WHAT DO I NEED?

MS TEAMS (join on the app or online)
Pen/Paper
Preferably a camera and mic to participate

HOW LONG IS THE COURSE?
3 hours (Virtual)
HOW TO JOIN?
You will receive an email a couple of days prior to the event with all training materials and a link to join the MS Teams training session.
By signing up you agree for your information to be stored and shared by the Training hub, with the Training Provider and with NHSE and HEE, for the delivery of this training, monitoring, reporting and certification purposes only.

Excellent Customer Care
2025-05-06 13:30 - 16:30 (Europe/London)

Excellent Customer Care
2026-03-04 13:30 - 16:30, 2026-03-11 14:00 - 17:00 (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.

You will receive a certificate post training for your attendance. Places are limited, if you have booked a place, please ensure you attend.
If you have any additional needs or requirements to attend this session, please contact us at mbpcc.lscthub@nhs.net.
By signing up you agree for your information to be stored and shared by the Training Hub and with the Training Provider, NHSE and NHS ICB, for the delivery of this training, monitoring, reporting and certification purposes only.

Excellent Customer Care (for non-clinical staff)
2026-09-08 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.

You will receive a certificate post training for your attendance. Places are limited, if you have booked a place, please ensure you attend.
If you have any additional needs or requirements to attend this session, please contact us at mbpcc.lscthub@nhs.net.
By signing up you agree for your information to be stored and shared by the Training Hub and with the Training Provider, NHSE and NHS ICB, for the delivery of this training, monitoring, reporting and certification purposes only.

All bookings are subject to our cancellation policy (details can be found here www.lscthub.co.uk). If you do not attend you/your employer will be charged at the cost of the course. The cost is stated in the non funded ticket section
