Burton on Trent - Dispensary Customer Service Training

Subject: Dispensary Customer Service Training

Presenter: Martyn Potter

Training session overview: How to ensure effective communication and interaction with customers and patients.

Outline: To equip managers and team leaders working within a GP practice, with the necessary skills and strategies to provide exceptional customer care whilst effectively managing difficult or challenging patients. To provide team members with the knowledge, skills and techniques to handle difficult patients effectively and professionally, ensuring a positive working environment and minimising conflict. To provide practical tools for diffusing challenging situations, whilst maintaining high standards of patient care and ensuring personal safety.

Key areas to be covered include:

• The importance of treating the patient as a customer;
• What is meant by customer care and success;
• Recognising and understanding the reasons for difficult patient behaviour and the underlying causes that contribute to patient frustrations;
• Identifying the common types of difficult patients;
• Establishing trust and rapport with patients;
• Practical approaches and techniques to de-escalate tense situations and manage challenging interactions professionally;
• The importance of active listening, clear communication, emotional intelligence and empathy;
• Techniques for team members to manage their own stress, self-care and to build personal self-resilience; and
• The importance of team work and mutual support.

Sponsors

There will be some manufacturer partners in attendance who have sponsored the day’s event. They will have a small stand at the event and we could encourage you to take the time to visit them at their stands. They have had no input in the educational content. The sponsors in attendance are:

• TBC