Building Resilience in Healthcare Customer Services

Customer Service in a healthcare environment operates in a uniquely different context to that of customer service in other service environments. The interactions between those ‘front of house’ healthcare staff and patients and their families is often set against specific challenges, for example high volumes, patient privacy, miscommunication.  Frequently, there can be additional difficulties of dealing with people who are stressed due to illness or concern for a family member. This one day workshop aims to give staff members the competence and confidence to develop an understanding of effective customer services and to build an awareness of their own communication and interpersonal style when dealing with patients.