course | Customer Care training program “From Healthcare Aspect”
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SMCS-153 | Customer Care training program “From Healthcare Aspect”
Course Sector : Sales, Marketing and Customer Service
| Duration | Date from | Date to | Course Venue | Course fees | Book a course |
|---|---|---|---|---|---|
| 3 Days | 2025-04-06 | 2025-04-08 | El Dammam | $3,250 | Book now |
| 3 Days | 2025-09-22 | 2025-09-24 | Singapore | $3,950 | Book now |
| 3 Days | 2025-11-24 | 2025-11-26 | Dubai | $3,250 | Book now |
Course Introduction
In today’s healthcare environment, exceptional customer care is essential to ensuring positive patient experiences, fostering trust, and improving overall service quality. The Customer Care Training Program – From a Healthcare Aspect is a comprehensive five-day course designed to equip healthcare professionals with the necessary skills to provide outstanding patient-centered care.
This BOOST program focuses on effective communication, empathy, conflict resolution, and service excellence, addressing the unique challenges of customer service within healthcare settings. Participants will learn to enhance patient interactions, manage complaints professionally, and create a welcoming environment that prioritizes both emotional and physical well-being.
Through interactive discussions, role-playing exercises, real-world case studies, and best-practice sharing, attendees will develop a deep understanding of how customer care directly impacts patient satisfaction, hospital reputation, and healthcare efficiency. They will explore strategies to handle difficult situations with professionalism and empathy while also learning how to integrate continuous improvement practices into their daily routines.
By the end of the course, participants will be empowered with practical skills to deliver exceptional service, build patient loyalty, and contribute to a culture of excellence within their organizations.
Course objective
By the end of this program, participants will be able to:
✅ Understand the importance of customer care in healthcare settings.
✅ Develop effective communication and active listening skills for patient interactions.
✅ Manage difficult situations and resolve conflicts with empathy.
✅ Apply service excellence principles to enhance patient satisfaction.
✅ Foster a culture of continuous improvement in healthcare services.
✅ Implement patient-centric approaches to build trust and loyalty
Course Outline | 01 Day one
Introduction to Customer Care in Healthcare
🔹 The role of customer service in healthcare
🔹 Understanding patient expectations and needs
🔹 Emotional intelligence and empathy in patient interactions
🔹 First impressions: Creating a welcoming healthcare environment
🔹 Case studies: Good vs. poor customer service experiences
Course Outline | 02 Day Two
Effective Communication, Handling Complaints and Conflict Resolution in Healthcare
🔹 Verbal and non-verbal communication skills
🔹 Active listening and responding with empathy
🔹 Handling sensitive conversations with patients and families
🔹 Cultural awareness and diversity in healthcare interactions
🔹 Role-playing exercises for effective communication
🔹 Common patient complaints and how to address them
🔹 Techniques for de-escalating difficult situations
🔹 Dealing with emotional patients and families
🔹 Conflict resolution strategies for healthcare teams
🔹 Interactive scenarios and problem-solving activities
Course Outline | 03 Day Three
Service Excellence, Patient Experience and Continuous Improvement
🔹 Principles of service excellence in healthcare
🔹 Enhancing patient engagement and satisfaction
🔹 Personalizing the patient experience
🔹 Measuring and improving service quality in hospitals and clinics
🔹 Best practices from leading healthcare institutions
🔹 Maintaining a patient-centric mindset
🔹 The role of feedback and performance improvement
BOOST’s Professional Attendance Certificate “BPAC”
BPAC is always given to the delegates after completing the training course,and depends on their attendance of the program at a rate of no less than 80%,besides their active participation and engagement during the program sessions.
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