CRM 001 – Customer Service the Heart to Excellent Organisation in Healthcare Industry
CRM 001 – Customer Service the Heart to Excellent Organisation in Healthcare Industry
Objective
Methodology
CURRICULUM
Day One
- Building Career Tower from Lego Pipe
- Identify challenges that become barriers to our success
- Group presentation of the analysis
- Call Out Group Slogan
- Activity – What upset you as a customer
- Why do customers complaint
- DISC Personality Test – how to use this tool to enhance communication with patient and customers
- Three faces of communication
- Poison words
- Questioning and listening skills
- Activity – 16 Roped Triangles
- DEFUSE technique
- Role Play
- 4 Types of Stress
- Signs & Symptoms of Stress
- How to Manage Stress
- Movie slot
Day Two
- 3 types of smile
- Body language
- Group challenge – to develop positive mindset in customer service
- Plan – Do – Check – ActionApplication of PDCA to solve the challenges at the Lego Pipe
- Time Matrix
- How to relate PDCA and Time Matrix
- To build a Customer Service Tower
- Application of lesson learned in the constructing the tower
- Group presentation
About Instructors
Zalina Zainal Abidin
- Professional Office Management Skills
- Achieving High Performance Skills for Clerical
- Customer Service the Heart of Organisation