“All the topics were covered well and he ensured that everyone understood before progressing to the next item”
What is the loyalty of one customer worth? Well, depending on what you offer, sometimes that one customer’s loyalty can be the equivalent of 20 repeat purchases and 20 additional customer’s purchases, or 40-fold! People in customer-facing roles, absorbed in the day-to-day transactional nature of their businesses sometimes fail to remember that a customer is so much more than a mere transaction, as this office manager and recent participant in my Delivering Customer Service Excellence course found…
What I found most interesting was the section on people’s personality traits and how to deal with these people accordingly. Most applicable was planning a process from the patients point of view and how we can create a “wow” factor for each element of the patients care.
I also learned about the positive impact that a patient can have on your business if they refer a friend and so on. This is best achieved by adding a little extra to a patient’s care, that they didn’t expect: A “wow” factor, thus encouraging them to recommend our hospital to a friend.
All the topics were covered well and Rod Solar ensured that everyone understood before progressing to the next item.
You learn a great deal! Everyone came away very enthusiastic about how they can make a difference to their workplace and how it will affect not only patient care, but the business too.
This was one of the best training sessions I have ever been to. Rod Solar was fantastic and was very enthusiastic and knowledgeable about his subject matter. Everyone on the course commented to me that they weren’t sure what to expect at first but almost as soon as the session commenced they were all involved and enthusiastic. I can’t recommend Rod highly enough.
Office Manager, London