Dealing with Front Line Complaints & Customer Care Training
Time & Location
About The Event
How we communicate at the desk
What is expected from reception? – by patients and by the practice
The changing role of reception
How are first impressions formed?
The message we give before we say anything – my style and effect on others
Why do patients complain?
Group work – topics and issues
Top complaints in general practice – the research
Fire fighting at the earliest point can make all the difference
Knowing what is expected of you
Don’t forget we are dealing with patients!
Skills in dealing with complainants
Uncovering your reaction to anger – is it a help or a hinder?
Active listening – showing willingness, patient centred approach
Things which are good to say – and things which are not
Taking ownership and not passing the buck!
Practicalities and Protocol
What is our process for dealing with complainants at the desk
What about time? What about the queue?
What can I do I’m just the receptionist?