Service from the Heart
GEMS GO-THE EXTRA-MILE-SERVICE)

Course Description

Customer service in a healthcare environment is critical to the viability of any healthcare related organization. Continued competition for visitors has made customer service programmes a necessity to attract and retain visitors. Furthermore, customer service in a healthcare-related environment has its own set of challenges in providing healthcare services and patient satisfaction.

Course Objectives

This course will equip participants the skills and strategies to deliver high level of customer service and go the extra mile for the customer.

Course Outline

• Prepare GEMS service by adopting the right mindset and qualities of an excellent service professional.
• Understand the value of GEMS to themselves and organization.
• Identify internal and external customers’ needs and expectations.
• Go beyond first impressions.
• Effective communication with customer.
• Understand the different customer types.
• Identify options and take action to go the extra mile for customer.
• Handle customer complaints and objections in a calm and professional
• manner.

Who Should Attend

• Service provider(s) from the healthcare sector

Certificate Awarded

• After successful completion and assessment of each training module, participants will receive a formal recognition through the award of a Statement of Attainment (SOA).
  The SOA is a nationally-recognised qualification indicating the participant's ability of competence in a particular area.

Training details

• Entry Requirements:
  • Participants must be conversant in the English language

• Duration:
• 2 days (a total of 17 hours)

• Course Assessment:
  • Multiple Choice Questions (MCQ)
  • Short Answer Question
  • Role Play

• Venue:

  Parkway College, Jalan Bukit Merah