Customer Service - The Absolute DON’Ts

Mary E. Schmidt, ABOC, CPO

Course Description:

This course is designed to help staff understand how to prevent problem situations.  It will create an awareness of where they the problem begins and new and different techniques for prevention.  Each attendee will learn how to evaluated themselves and communicate more effectively with patients. The goal of this workshop is to improve patient relations and increase professionalism and pride in staff members.

 

Learning Objective:

After completion of this course attendees will:

            Prevent problems

            Improve communication skills

            Be more confident in communicating information to patient

            Increase their level of professionalism

            Better understand their role in patient retention and practice growth

            Improve their conflict resolution skills

 

Needs Assessment:

            New staff members who need to set a baseline performance expectation.

            Experienced staff needing to refresh their skills.

Length of workshop: 1 hour

 Audience: Paraoptometric – Optician            

 Approved CE:  ABO, AOA