Making the Connection: Telephone Skills That Enhance Branding, Access, & Patient Loyalty
On-Demand Webinar
StreamedJan 26, 2022Duration90 minutes
- Unlimited & shareable access starting
two business days after live stream - Available on desktop, mobile & tablet devices 24/7
- Take-away toolkit
- Ability to download webinar video
- Presenter's contact info for questions
Looking to significantly improve patient experience and improve your agency’s brand?
Customer service
and satisfaction start with the first phone call. Ensure staff are connecting
with customers and exemplifying the agency’s mission on every call.
AFTER
THIS WEBINAR YOU’LL BE ABLE TO:
- Use five telephone techniques to strengthen your brand
- Reduce caller friction with simple website tweaks
- Implement a telephone skills self-assessment for job applicants
- Ditch the scripts with a four-step process to connect on every call
- Sustain your telephone service behaviors with a peer coaching program
Listen to a clip from this webinar!
WEBINAR DETAILS
Jennifer calls two healthcare
organizations seeking information. Her impression of the first organization is
that they are attentive, competent, and ready to help. The second organization
feels indifferent, unfriendly, and abrupt. This impression was formed from a
single phone call. Poor telephone behaviors – whether systemic or interpersonal
– reduce access and could be a top branding issue.
Healthcare providers have
less to fear from competitors offering the same services than from indifference
on the part of a team member. To be fair, telephone rapport can be difficult to
accomplish because calls tend to be transactional. This webinar will focus on
creating connections with patients, clients, and other callers in a way that
differentiates your organization.
How can you sustain the gains
implemented as a result of attending this webinar? You can't observe every
telephone call. The solution is a peer coaching program to reinforce agency
standards throughout the year. A peer call coaching program is the most
effective way to sustain positive call behaviors and customer satisfaction. By
the end of this webinar, attendees will have a simple, ready-to-implement
program.
THIS WEBINAR WILL BENEFIT THE FOLLOWING AGENCIES:
- Hospice
- Home Health
- Home Care
- Palliative Care
WHO SHOULD ATTEND?
This informative session is designed for
team members involved in the patient experience. It will benefit call
center managers, leaders and managers responsible for customer service staff,
training managers, human resource personnel, referral and intake staff, and
anyone who wants to improve their customer service phone skills.
TAKE-AWAY TOOLKIT
- Pre-hire telephone skills self-assessment
- Peer review templates
- 20 empathetic phrases for the telephone
- PDF of slides and speaker’s contact info for follow-up questions
- Attendance certificate provided, however there are no pre-approved CEs associated with this webinar.
NOTE: All
materials are subject to copyright. Transmission, retransmission, or republishing
of any webinar to other agencies or those not employed by your agency is
prohibited. Print materials may be copied for eligible participants only.
Presented By
© 2023 FINANCIAL EDUCATION & DEVELOPMENT, INC