This micro-credential will equip your healthcare workforce with skills and knowledge in working to deliver exceptional customer service to clients and co-workers. Your staff will learn how to apply customer service policies and procedures, and communicate sensitively in a wide range of environments. They will practise skills in conflict management and resolution, and identify opportunities for leveraging technology to support seamless customer interactions. We will also look at embedding a continuous improvement approach to receiving and acting on customer feedback which will support your business in compliance and in enhanced client outcomes. data. 

This course will suit healthcare teams across your organisation. Whether staff are in a clinical or administrative role, customer service is at the heart of what they do. Through this micro-credential they will learn principles, be inspired by their profession, and practise fundamental skills to lift your organisation to the next level. 

By the end of this course, participants will have skills and knowledge to:

• Explain why customer service matters in healthcare
• Apply customer service policies and procedures to support your clients
• Communicate with people from diverse backgrounds and/or with diverse needs in healthcare
• Adapt communication techniques to identify and clarify customer needs
• Understand the nature of complaints and conflicts
• Resolve conflicts and complaints or escalate as required
• Describe the role of existing and emerging technology that supports customer service in healthcare
• Apply continuous improvement processes to enhance service delivery 

Participants will complete a quiz at the end of the course, requiring a 60% pass mark. Upon successful completion, they will have access to a certificate of completion as evidence of achievement of the micro-credential. 

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