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Customer Care (e-learning)

Target Audience/Eligibility Criteria

Whilst this e-learning module is useful for all staff working in general practice, it is particularly relevant for Practice Managers.

Course Aim 

Virtually everyone has had at least one experience of poor customer care, be it from rude or unhelpful staff, undelivered promises, or something as simple as absence of an apology when experiencing a delay.

Obviously there are examples of outstanding customer care but unfortunately these can seem to be the exception rather than the rule. What often frustrates customers is the fact that many of these grievances could be so easily avoided with thought, planning and training. This module aims to show learners how they and their colleagues can make customers feel that their business is genuinely interested in them.  The course will cover; why does your company need customer care, why does poor customer care happen, your campaign plans, customer care skills and handling complaints.

Learning Outcomes

Upon successful completion of this course delegates will:

  • Recognise why they need a Customer Care Programme
  • Have a plan of campaign to install a Customer Care Programme in their company
  • Understand customer care skills and how to use them
  • Develop a complaints handling procedure that strengthens the bond between their company and their customers

Course Duration

Approximately 45 minutes

Trainer/Facilitator

Virtual College

Date/Time/Venue

This is e-learning so can be undertaken at any time.

Cost

This course is free of charge for all those working in Stockport General Practices.

Booking Process/Additional Information