Customer Service – Patient Facing: Hygiene, Assisting, Administration
Front Line Customer Service
Face to Face
The starting point for the entire customer service process is meeting and greeting the customer. The vital first moments with the customer set the tone for the entire interaction. By energetically and professionally welcoming your customer, you make successful customer interactions not only possible, but probable.
This module will help you identify the small changes that can make a big difference in customer service. As a result, you will build confidence in yourselves and your abilities to be both responsive and proactive in your customer contacts. This session is designed to provide the basics for making the most of telephone sales and service opportunities. Whether it’s to place an order, ask a question, or register a complaint, a real person is at the other end of the line.
Among Staff- Internal
Building cooperation between departments reduces stress and adds value. Elements include identifying upstream and downstream internal customers, analyzing their wants and needs, and creating open communication to identify and act on specific process improvement opportunities.
Customers typically do business with organisations that they believe have the capability to meet their expectations. Every direct or indirect interaction with a customer potentially impacts their experience positively or negatively. Using a proven process gives you confidence in your ability to be a hero and exceed your customers’ expectations.
MANAGING HUMAN CAPITAL
People are the most valuable asset of any business, but they are also the most unpredictable, and the most difficult asset to manage. And although managing people well is critical to the health of any organization, most managers don't get the training they need to make good management decisions. The RII has designed this course to introduce you to the key elements of managing people. Based on a popular course at Wharton, this course will teach you how to motivate individual performance and design reward systems, how to design jobs and organize work for high performance, how to make good and timely management decisions, and how to design and change your organization’s architecture. By the end of this course, you'll have developed the skills you need to start motivating, organizing, and rewarding people in your organization so that you can thrive as a business and as a social organization.
- Motivation and Reward
- Tasks, Jobs and System at work
- Making Good Timely Management Decisions
- Designing and Changing the Organizational Architecture