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Online E-Learning Short Courses
These online courses offer quick, overviews for basic customer service skill building.
Easily accessed on the Internet from home or work, each course takes 10 – 20 minutes
to complete and has a follow up quiz that is emailed to the employee's supervisor.
Click here for an online E-Learning Demo.
The online E-Learning Courses include (click on links to see detail):
Foundations of Service Excellence
This course covers the 5 building blocks for service excellence and how they impact
patients and coworkers. From making positive first impressions to building
long lasting relationships, excellent service really matters. Learn ways you can
further improve the services you provide and build upon your organization's service foundation.
Managing Moments of Truth
Learn how patients evaluate service quality and how to positively shape "moments
of truth." A moment of truth is any episode (interaction, observation or event) that shapes an impression
and influences patient satisfaction.
Telephone Courtesy
Every time the telephone rings, it is an opportunity to manage the "moments of truth"
the caller experiences. This course identifies 9 telephone tips to enhance
the telephone experience with customers.
Creating a Professional Image
Projecting a professional image ensures the confidence and respect of your peers
and patients. This course identifies the basics from being prompt and punctual,
dressing appropriately, and delivering effective communication with customers and colleagues.
Handling Complaints 1 & 2
Handling complaints is covered in two courses. The first course helps you
understand ways to effectively handle a patient's complaint by reacting and
relating to the customer. The second course identifies ways you can resolve
the patient's complaint and restore their faith in your service.
A Model for Service Leadership
This course introduces the Service Triangle and how a patient-focused culture, systems
and people contribute to service excellence.
Constructing a Plan of Action
This course identifies the components needed for you to start to develop a service
excellence plan for your department or office.
PatientImpact also offers the creation of custom courses specific to your organization.
Is there a work process or area that you want to create a training module for?
PatientImpact will develop an additional course specific to your needs.
Full Day and Half Day On-Site Training
PatientImpact has several customer service experts who deliver outstanding customer
service training programs to achieve measurable results. Our on-site training
involves our experts and supporting staff visiting a practice and spending a day
or half a day working directly with your staff to teach a focused customer service
program.
On-site training programs include,but are not limited to, the following courses
(click on link to see descriptions):
6 Principles of Service Excellence
This program is based on common service techniques found at organizations like The
Ritz-Carlton, Disney, and Nordstrom, organizations known for their consistent, uncompromising
commitment to customer service.
Raising the Bar to Create a Culture of Service
Excellence
Everyone within an organization plays a significant role in creating a culture of
excellence. This workshop highlights and reinforces the role and expected
contribution of every employee in raising the bar, whether they are in a frontline
position or a supporting role within the organization.
The Art of Problem Resolution and Employee Empowerment
This workshop is designed to empower employees to not only effectively resolve issues,
but also create customer delight. Five steps for problem resolution will be
covered and participants will walk away with tips for handling difficult customers.
PatientImpact's on-site training experts:
Theo Gilbert-Jamison
Kristine Peterson
Dr. Gerry Garner
Customized Consulting Engagements
To ensure sustainability of your investment in customer service excellence, PatientImpact
also offers customized consulting solutions. These engagements are for organizations
wanting to make a commitment to launching and maintaining a service excellence culture.
Examples of consulting engagements include those described below, but often are
customized to a client's specific needs (click on link to see descriptions):
Mistake Proofing the Front Office
When patients walk into a medical facility their perceptions of the experience are
set by the interaction with the Front Office. Customer service training is
one important way to improve the patient experience. Another important area
of focus needs to be on Front Office operations. The Front Office tasks need
to be analyzed and reorganized to reduce errors ("mistake proof"), so that staff
can increase accuracy, reduce staff tensions and focus on patient/referring physician
needs. This engagement involves evaluating your current front office procedures
and protocols, and then providing "mistake proofing" techniques in order to improve
overall Front Office operations and improve patient and referring physician satisfaction.
The goal of this program is to improving profitability and productivity by customizing
services and programs to each client. The recommended approach takes place
over a 7 week period and focuses on training and operational analysis and redesign.
Dr. Gerry Garner leads this engagement.
Service Leadership Training
Even if your organization has an impressive service philosophy (i.e., vision statement,
mission statement, and service standards) just mounting them on the walls
of the office does not ensure employee buy-in and commitment. The Service
Leadership Training program is a customized intervention that is designed to help
employees understand the motive behind service excellence, and how they can become
valued contributors to the organization's success. The development process
of this customized intervention starts with your selection of an internal Service
Excellence Team, consisting of 8-10 of exemplary leaders and employees within your
organization. The Service Excellence Team meets for 2-days to refine or develop
the service philosophy for the practice; participate in pilot programs; and communicating
and implementing a sound Service Excellence Execution Strategy.
This engagement is led by Theo Gilbert-Jamison.
Mystery Shopping
The "moments of truth" patients experience impact their satisfaction with
your services and their perceptions of the quality you deliver. The ease of scheduling
an appointment or finding a parking place, the appearance of your reception areas
and staff, the willingness demonstrated to provide information or answer questions,
are just some of the observations, events and interactions that influence the outcome
of satisfaction and loyalty. There are hundreds of other "moments of truth"
that make a difference in the customers' experience.
PatientImpact Mystery Shopping is designed to evaluate how well you are performing
on the dimensions that patients use to evaluate your facility, and will provide
you with a detailed report on how well you're doing and how you can improve.
PatientImpact Mystery Shopping helps you go beyond "usual and customary"
practices to identify ways you can improve service delivery, differentiate your
facility, and influence patient satisfaction.
Kristi Peterson is our expert in this area.
Business Development and Marketing
Your organization is looking to expand its reach but isn't quite sure where
to put its resources. Is your idea for a new business line a good one? Where should
you put your marketing dollars? What sort of marketing messages will resonate with
referral audiences? Our consulting team can:
· Conduct feasibility and cost-benefit analyses for business initiatives
· Research market size and potential of new business ventures
· Assess the needs of your target market
· Conduct competitor profiling
· Develop business plans, including ProFormas and Operating Plans
Our experts in this area are Patty Riskind,
Margaret Hennessy and Beth Houck.
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