Course Aims

To provide underpinning knowledge and skills required to support all customers with an excellent service. To promote the importance of working within a team effectively. To promote the safety and well-being of all patients who receive care. 

Learning Outcomes

• Explain what is meant by customer service and understand the consequences of it’s poor provision in care settings. 
• Give examples of different types of customers. 
• Discuss a range of elements that contribute to good customer service. 
• Understand the importance of implementing good communication skills.  
• Understand that customers with complaints may present with challenging behaviours. 
• Appropriately support a customer who wishes to make a complaint. 
• List the 6 key steps for handling complaints. 
• Identify the stages of team development and the characteristics of effective teams. 
• Identify ways to promote more effective team working.