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Rave Reviews

We will all grow from what we learned.

Supervisor, Surgical Assoc.


Your training has made a lasting impression.

VP, Sea Launch/Boeing


Provides great tools to not just satisfy but to delight customers.

VP, Atmos Energy


The concept of Customer Experience Owners is powerful.

President, HRworks


It was outstanding!

Manager, IBM


All employees will go through the mandatory CEO Training Sessions.

President, Avantair

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More Rave Reviews

I am better because of your seminar.

Participant, Surgical assistant


By far the best Customer Service training I’ve attended.

Participant, American EuroCopter


One of the most important things we are doing to prepare for deregulation.

Analyst, Progress Energy


People are acting on what they heard and learned.

Manager, AmeriGas


The response and improvement in our people has been outstanding.

Manager, Saint-Gobain Plastics

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Customer Service Training

 

Customer Focus specializes in customer loyalty. We provide world-class, third-generation (create experiences) customer service training programs that improve customer loyalty and business results.


Creating CEOs: Customer Experience Owners

Our flagship third-generation customer service training program is Creating CEOs: Customer Experience Owners™. The unique core competency in CEOs is Customer Experience Ownership™. Your employees learn to:

  • take ownership of each customer's experienceCreating CEOs
  • show responsiveness and concern
  • address all needs and concerns
  • resolve complaints
  • give GEMs that Go the Extra Mile

With Customer Experience Ownership, customers feel respected and cared for, and trust doing business with you. The result is long-term customer loyalty.

CLICK HERE for samples and brochure of CEO

 

Patient Satisfaction Skillsbutton

Patient Satisfaction Skills™ is the only healthcare customer service training program that addresses all the behaviors in the H-CAHPS, C-CAHPS, HH-CAHPS, and Press-Ganey surveys with clearly-defined comprehensive world-class measureable healthcare service standards.

 

PSS is for all healthcare service providers (call center, front desk, EVS, financial, internal) that targets the behaviors most correlated with patient satisfaction including:

  • respond proactively
  • show empathy
  • ask preferencesPatient Satisfaction Skills
  • resolve complaints fully
  • say no responsivenley
  • hand-off and transfer searmlessly

Your healthcare service providers, by learning Patient Experience Ownership™ and by giving GEMs™, create seamless positive patient experiences that lead to high CAHPS and Press-Ganey scores and long-term patient loyalty.

 

PSS is the most complete and robust healthcare service solution.  See why those who set healthcare standards use Customer Focus.

CLICK HERE for samples and brochure of Patient Satisfaction Skills

 

The Patient’s VOICE®

New for 2010! The Patient's VOICE is the only true collaboration-skills training program based on the patient's voice. Your healthcare providers learn to:

  • collaborate more with patients and each other
  • share agendasThe Patient's VOICE
  • ask opinions and preferences
  • explain and request completely and compellingly
  • discuss health goals and behaviors
  • share decision-making and commitments

The Patient’s VOICE is for all care-givers and treatment-providers. More than the most advanced healthcare customer service training available, The Patient’s VOICE develops collaboration skills to build internal teamwork and coordination, increase patient satisfaction scores (HCAHPS and Press Ganey survey), reduce inefficiencies and costs, and improve patient safety and outcomes.

 

The modular Patient's VOICE workshop includes hundreds of healthcare best practices, quality and productivity checklists, employee rewards program, and EHR support tools. See why this is the program healthcare has been waiting for.

CLICK HERE for samples and brochure of The Patient's VOICE



Patient satisfaction / Healthcare quality improvement / Healthcare management / Patient safety / Electronic medical records / Healthcare reform

 
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