The Essence of MultiCultural Customer Service
In the ever-changing world of healthcare, one element remains constant: a satisfied patient is your biggest asset. As the world becomes a smaller place, HealthCare providers are faced with the challenge of meeting the diverse needs and expectations of a growing multilingual, and multicultural, population.
This workshop is designed to help HealthCare providers deliver excellent service to individuals from a variety of backgrounds. Participants will learn and practice the skills needed to make any patient feel comfortable at your establishment, and leave delighted.
Partial Program Outline
§ PART ONE – THE NEW CUSTOMER SERVICE
Ø Defining multicultural customer service.
Ø Why outstanding customer service is important.
Ø How multicultural patients are like most patients.
Ø A simple model for providing consistent five star service.
Ø Understanding values, beliefs, attitudes and assumptions.
Ø Defining American culture.
Ø How culture influences you.
§ PART TWO – OVERCOMING THE BARRIERS TO FIVE STAR SERVICE
Ø What makes service exceptional?
Ø How your attitude influences service.
Ø Overcoming personal barriers to delivering excellent service.
Ø Understanding that only you are in charge of your attitude.
Ø Taking personal responsibility for patient satisfaction.
Ø Working with difficult patients and their families.
§ PART THREE – ANTICIPATING MULTICULTURAL PATIENT NEEDS
Ø How to determine and respond to multicultural patient needs.
Ø Identifying and meeting special requirements.
Ø Understanding unusual customer needs.
Ø Fifteen ways to show respect and maintain dignity.
Ø The elements of service recovery.
§ PART FOUR – CROSS-CULTURAL COMMUNICATION
Ø Understanding non-verbal communication.
Ø Ten strategies that enhance communication across cultures.
Ø Bicultural communication skills.
Ø Telephone hospitality skills.
Ø Using your measurement mechanism for effective follow up.
Ø The art of active listening.
Ø Much more...
For a complete outline, please contact us.