Customer Service 101

Price: Nonmembers - $199; Members - $149 

To access the on-demand course, you will be taken to a login page that will require you to create a username and password, register and pay for the course.

Patients expect quality customer service in the healthcare industry. While other industries might allow businesses to get by with minimal effort, healthcare gives little room for error. People often consider great customer service as an essential part of healthcare. Therefore, you must provide patients and their families with high-quality, effective customer service.

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Customer Service 101 consists of 11 modules:

  • Verbal Communication
  • Body Language and Frame of Mind
  • Patience
  • Empathy
  • Active Listening
  • Persuasion
  • Self Control and Professionalism
  • Dealing with Upset Patients and Challenging Behaviors
  • Scheduling
  • Revenue Cycle Management
  • Telephone Skills

Each module includes:

  • An instructional video
  • PDF Learner's Guide for the participant to print out and use for notetaking as well as interactive activities led by the presenter
  • A quiz following the completion of the video
  • Upon passing all 11 modules and a final exam, participants receive a certificate of completion
     
About the Presenter: Donna Cutting

Donna Cutting is Founder & CEO of Red-Carpet Learning Systems, Inc. and author of two books including The Celebrity Experience: Insider Secrets to Delivering Red Carpet Customer Service as well as 501 Ways to Roll Out the Red Carpet for Your Customers. She works with a variety of organizations in the healthcare field to help them create cultures of happy, engaged team members delivering excellent patient experiences. A Certified Speaking Professional (CSP), Donna has spoken in 45 of the 50 United States, and her customer service training programs are being used all over the country, as well as in South Africa.

Donna gathered the input of several orthopedic professionals to create the curriculum for the Customer 101 course, combining her expertise with their industry-specific experience. For most of this curriculum, she will act as narrator, coming to us from her office in Asheville, North Carolina.

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