Frontline Workers Performance Improvement

Program Objective:

 We will look on how can serve our customers in best way and improve staff in the process. Your Staff will be provided a strong skill set including in-person and over the phone techniques, dealing with difficult customers, and generating return business.

Participants will learn the skills to improve productivity and performance. This will produce a positive environment throughout your company and help influence the organization as a whole

A more confident employee is also one that is happier, and happier employees will produce happier customers and will lower costs as it can reduce turnover and improve patient satisfaction which generate more revenue.

Their behaviour and engagement are inseparably connected to the performance of the overall healthcare organization. The goal is to increase their engagement and motivation.

Evaluating metrics and coaching are also used to make sure the employees are reaching their potential, and to keep their skill-set at a high level.

Program Outlines:

Establishing the best Attitude

  • Appearance!
  • The Power of a Smile
  • How to Stay Energized and Positive
  • Body language

Identifying and Addressing Customers’ Needs

  • How to Understand the Customer’s Problem
  • Staying Outside the Box
  • Meeting Basic Needs and Going the Extra Mile

Providing Electronic Customer Service

  • The Advantages and Disadvantages of Electronic Communication
  • Understanding Netiquette
  • Tips and Tricks

Recovering Difficult Customers

  • De-Escalating Anger
  • Establishing Common Ground
  • Setting Your Limits
  • Managing Your Own Emotions

Understanding When to Escalate

  • Dealing with Vulgarity
  • Coping with Insults
  • Dealing with Legal and Physical Threats

 

Ten Tips You Can Do To WOW Every Time

 

Giving Customer Service over the Phone

  • The Advantages and Disadvantages of Telephone Communication
  • Making Medical Center Own Script
  • Telephone Etiquette
  • Building Rapport
  • Speaking Clearly – Tone of Voice
  • Effective Listening
  • Closing Techniques
  • Maintaining the Relationship
  • Reporting

 

 Speaking Like a Star (S = Situation, T= Task, A= Action, R = Result)

 

Generating Return Business

  • How to Follow Up
  • How to Addressing Complaints
  • How to Turn Difficult Customers Around

Performance Improvement 

  • Setting SMART Goals
  • Staying Customer Focused
  • Staying Committed and Motivated

Program includes:

  • Case Studies
  • Completion of Action Plans and Evaluations
  • Pre and post assessments
Frontline Workers Performance Improvement

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