“I want the additional business and I intend to get it!!”

From time to time I find certain individuals attending my courses that are true superheroes. Sometimes, I can’t help but think about what they would do for my organisation, if they were ever looking for a job. (Ooops! Did I really say that out loud?) Of course, their employers would be crazy to let them go, so thankfully, the thought quickly vanishes from my head.

One such individual recently attended my Delivering Customer Service Excellence course, here is what she had to say…

I found the information regarding ‘personality types’ really exciting – recognising where people ‘operate’ and that each of us can and do behave within the types we discussed was really useful.  I will be aware now that different patients/ types of personality need dealing with in entirely different way – and I will take full advantage of the information!!

The course changed entirely my approach to customer service – that’s not to say that an intention to always provide a good and effective service was not my aim before – the difference now is that I am actively seeking to provide a exceptional and memorable service – I want the additional business that will be generated by positive word of mouth referrals and I intend to get it!!

I found mapping our patient experience quite challenging.  My first thought was that this should be easy, but so many of the steps were missing that it soon became obvious that this was not as easy as it appeared.  I intend now to map the processes of my patients experience and will spend some time going over it because to miss a step in the process will be to miss an opportunity to make changes and to enhance the service we provide.

Because of time constraints, we skipped some of the subjects in the workbook we were provided with.  I found the course to be extremely useful and regret missing any of it. I wish breaks had been set and stuck to – and perhaps timed to enable the group to carry on discussing the topic ‘openly’ – I found our discussions during breaks really useful!

I left the course enthusiastic for starting the process of putting in place the changes I feel are necessary to bring about the positive effect I now know I can make to the service I provide… I have never made so many notes in all my life, nor have I known with such certainly that I would be referring to them again and again.  Rod Solar’s enthusiasm for the subject matter was evident throughout the course and was contagious.  I would definitely sign up for another course!!

Private Practice Manager, London