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5-Star Customer Service
Course Contents
What You'll Learn
Our Guarantee to You and Disclaimer
How To Use This Course
Section 1: The 7 Skills of An Exceptional Receptionist
The 7 Skills of An Exceptional Receptionist
Skill 1. Proficient Communication
Skill 1. Proficient Communication: How to Talk to Patients
Skill 1. Proficient Communication: How to Actively Listen
Skill 2. Professionalism
Skill 2. Professionalism: How to Present Yourself and Your Reception Counter
Skill 2. Professionalism: How to Give a Professional Service
Skill 2. Professionalism: Treating Patients as Individuals
Skill 4. Confidence
Skill 5. Effective Time Management
Skill 6. Problem-Solving
Skill 7. Adaptability
The 7 Skills in Action
Rate Your Skills
Section 1 - Assignment and Weekly Reflections
Section 2: Delivering 5-Star Service When Patients Arrive
Delivering 5-Star Service When Patients Arrive
Checking-in Patients: A Brief Check-in Process
Checking-in Patients: A Thorough Check-in Process
Patients That Arrive Significantly Early or Late
Infection Control
Welcoming New Patients to the Practice
Managing What Might Go Wrong
Section 2 - Assignment and Weekly Reflections
Section 3: Delivering 5-Star Service When Patients Leave
Delivering 5-Star Service When Patients Leave
Taking Payment from Patients
Taking Payment for a Longer / Complex Consult
Making Future Appointments
Booking Third Party Appointments
Section 3 - Assignment and Weekly Reflections
Section 4: Consistently Giving Exceptional Service
Consistently Giving Exceptional Service
Acknowledging Patients at the Front Counter
Focusing When It's Busy
Communicating With Your Team When It's Busy
Exceptional Customer Service on the Phone
Examples of Exceptional Customer Service on the Phone
Assisting Patients With Technology
Section 4 - Assignment and Weekly Reflections
Section 5: Looking Out for Your Patients
Looking Out for Your Patients
Managing Patients in Distress
Doctors Running Behind
Keeping an Eye on Waiting Times
Dealing With Challenging Patients
Engaging Children
Section 5 - Assignment and Weekly Reflections
Review
Time to Review
Rate Your Skills Again
Congratulations!
Examples of Exceptional Customer Service on the Phone
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