CUSTOMER SERVICE WORKSHOP

for
PROFESSIONAL HEALTHCARE STAFF
First Thing First Please Ensure You Wear Your Face
Mask During the Workshop
HOUSE RULES

• No Cellphones • Role Play

• Participation • Video

• Activities and Events • Evaluation

Introduction
Let’s get to know you: -
Your name
Position in the Company
Year of service
Your unforgettable experience with customer
 Discussion Topics
Half a Day – 4 hours Session

Professionalism
Customer Service
Professional Communication Skills
Teamwork
Complaint Handling
Stress Management
Customer Care

Customers –
• The reason for any company’s
existence, whether it’s public
or private;
• Come as internal or external;
• Deserve to receive high level
of professional attendance;
• Who are Med-Star’s customers;
 Customer Care
How do we express our professional customer service?

• Through our communication;

• Working in team;
• Working per set standard
(Global, local, moral, etc…);
• Through demonstrating
integrity and respecting
others;
• Taking responsibility and
demonstrating accountability;
Customer Care
How do we express our caring style?
• Are customers welcomed?
• How relaxed and comfortable are they when
they are with us?
• Do we address them by their names
throughout our conversation?
• How do customers remember their stay with
us?
• Taking responsibility and demonstrating
accountability;
• How professional are we while attending our
customers?
Professional
• People with specialized knowledge
• People with competency
• Exhibit qualities such as honesty
and integrity;
• Hold themselves accountable for
their thoughts, words and actions
especially when they make
mistakes;
• Self-regulated, especially when
they are under-pressure;
• They dress to look their part;
Professionals project their presence
through high quality results.
Professionalism
How to Demonstrate Professionalism
(continued….)

• Improving Competence
• Increasing Knowledge
• Being Conscientious
• Role model Integrity
• Promote mutual Respect
Professionalism
How to Demonstrate Professionalism (……continued)

• Develop Emotional Intelligence

• Always behave appropriately
• Through looking the Part
• Being confident
• Being resilient
• Through projecting ethical behaviors;
Professionalism
How to Demonstrate Professionalism (……continued)
• Through maintaining effective work habits;
• Through taking initiative;
 Professionalism is not the
job you do, it's how you do
any job.
Communication
Competencies in articulating thoughts and expressing ideas well: -
o Orally/verbally
o In writings
o Visuals/ symbols/signs
o Non-verbal styles
o Listening skills
o Asking questions
Teamwork
• Describe how your work starts and completes
• How many people are involved in your most frequent daily
activities?
• How often do you carry out your job alone?
• How do you relate with your colleagues? What kind of personality
style do you have (Passive, Assertive, Aggressive)
 Teamwork
• Professionals always aim to build and maintain
collaborative relationships to work effectively with others
in a team setting through: -
• shared responsibility,
• empathy
• respect.

• Working in team is the ability to

manage ones emotions and
conflict with others while
contributing towards a common
goal.
Complaint Handling

• What is complaint?
• Why do complaints arise?
• How frequently do you come
across complaints?
• How do you deal with them?
• Are complaints good or bad?
Stress Management
• Recognize and deal with stress
• What are the stressors you face in
your day-to-day career and
personal life: -
• Personal stressors
• Work related stressors
• How do you manage your
stresses?