Training that makes a real difference
At First Class Training, we are committed to providing training that makes a real difference to your organisation.
So what is good customer care?
The customer care fundamentals are simple, for example:
- The greeting – making the patient feel special and cared for
- Acknowledging the patient, through what we say as well as our actions, being courteous, attentive and smiling!
- Telling the patient what we can do for them rather than concentrating on what we can’t do
They may be simple, but when people are very busy, perhaps stressed and working in a front-line environment, it can be easy to forget what a big difference these things make.
Our training courses are specifically tailored to those working in the busy and often challenging arena of a GP surgery, hospital or other medical practice.
We spend time helping our delegates to put themselves in the patient’s shoes through practical exercises, personal experience, stories and examples. We help them to focus on what they can actually do for patients and colleagues instead of what they can’t do. We also recognise and improve what they already do well.
After one of our training courses, staff will understand how to put their new customer care skills into action and will also feel so much more motivated and positive about their role. They will be ready and able to deal with many situations – and come up with solutions, not problems. Alongside greater patient satisfaction, staff morale and engagement improves considerably.
Our training covers all aspects of customer care. And if you’re a small organisation, we cover other important topics such as employment law, recruitment, health & safety and working with people.
To find out in more detail about the kind of courses we offer, visit our surgeries and hospitals pages.