Od-022259 Customer Service
Enroll
Type
On Demand
Credit
No
Description
This Customer Service Training Module is divided into three parts. Part I reviews basics in Customer ... show more
Objectives
- Learners will review basic customer service skills.
- Learners will review techniques for positive communication.
- Learners will be provided methods to enhance the quality of patient satisfaction.
- Students will evaluate the phases of a phone call.
- Learners will gain knowledge of the importance of HIPAA and patient privacy.
- Students will be shown general scripting examples.
- Associates will learn how to address a difficult situation and the correct steps of action.
- Students will review the “EAR” method and how to correctly implement it properly.
- Associates will understand the different levels of complaints and when to escalate an irate situation to management.
Fees
Free
Activity Director
Melissa Bradley
melissa.s.bradley@medstar.net
Activity Coordinators
Jennifer Zeback jennifer.e.zeback@medstar.net
Cheryl King Cheryl.L.King@medstar.net
Melissa Bradley melissa.s.bradley@medstar.net
Ashley Montanye ashley.r.lloyd@medstar.net
Elaine Tillman elaine.c.davis@medstar.net
Kristan Santillan kristan.n.grady@medstar.net
Theresa Couser theresa.p.couser@medstar.net
Cheryl King Cheryl.L.King@medstar.net
Melissa Bradley melissa.s.bradley@medstar.net
Ashley Montanye ashley.r.lloyd@medstar.net
Elaine Tillman elaine.c.davis@medstar.net
Kristan Santillan kristan.n.grady@medstar.net
Theresa Couser theresa.p.couser@medstar.net
Organization
MedStar Health System and Shared Services