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Making a Difference With Excellent Patient Service

Making a Difference With Excellent Patient Service

Each pack includes 10 booklets and one leader’s guide. $54.95. Order two or more by December 11th to save 20% — $43.96 each pack.

Table of Contents

Booklet Sample

Leader’s Guide Sample

General Edition


In Making a Difference with Excellent Patient Service, your clinical and non-clinical staff will discover the importance of customer service and learn to make each customer interaction so positive that patient’s will sing your praises to friends, family, and coworkers.

The guide includes valuable information on how patients assess healthcare excellence, how to meet patients’ expectations, a three-step process for recovering when expectations are not met, how to work well with internal customers, and how to stay positive despite a stressful environment.

To learn more about Making a Difference with Excellent Patient Service, you may read the sample section, Manage Patient Expectations. You’ll see how much useful, skill-building information is packed into this practical guide.

Making a Difference with Excellent Patient Service is provided in packages of 10. You’ll have a copy for everyone on staff from receptionists and billing specialists to clinical staff. You’ll also receive your manager’s copy of the Leader’s Guide.

Leader’s Guide

Your Leader’s Guide will show you how to conduct training sessions on the material in the booklets. You’ll receive sample dialog, activities, and tips to engage everyone on your team.

To learn more, read the sample section.

Table of Contents

  1. How patients assess healthcare excellence

  2. Understanding and meeting patients’ expectations
    • Give patients your full attention
    • Show genuine concern
    • Treat each patient as unique
    • Show your appreciation
    • Manage patient expectations
    • Show respect for all patients
    • Tell patients what you’re doing and why
    • Make sure your service matches your brand promise
    • Take an extra 10 seconds
  3. Recovering when patient expectations are not met
    • Apologize
    • Correct
    • Prevent
  4. Work well with internal customers
  5. Stay positive

Your Guarantee of Satisfaction

Making a Difference with Excellent Patient Service is guaranteed. We want you and your reps to use this valuable resource and put its ideas to work in your department. Then, if you are not 100% satisfied, you may return your materials within 30 days for a full refund.

About the Publisher

The Customer Service Group provides ready-to-use tools for customer service training and frontline motivation including a monthly newsletter, training guides, DVDs, and Customer Service Week celebration materials.


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Website: www.customerservicegroup.com
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