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.
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 experience
- 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 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 preferences
- 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
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 agendas
- 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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