Teaching Hospital
Teaching Hospital
- 25th May 2017
- Posted by: buffalo

Since 2010 DKB Training have been commissioned several times by the Estates Department at a major Teaching Hospital to support their strategic management development initiatives.
We were asked to deliver a Customer Care Training Programme as a proactive approach to improving Customer Service. A key story in the news at the time was that complaints in this sector had risen by 8% mainly because of the way that people were communicated to.
Both phone and face to face consultation interviews took place with members of the Management team following which a half day workshop was developed for all the team to attend.
The key objective was to facilitate an awareness of the importance of Customer Service and to link to the strategic goals of the Department. Due to the number of staff, and to ensure minimal disruption to the business operation, the workshop ran over four separate half days with 100% attendance records. Attendees had the opportunity to gain an insight into the following:
- Clarity about who their customers were ( internal and external)
- Understanding the importance of being Responsive, Respectful, and Reliable to customers
- Decoding communicated messages – verbal and non verbal
- Realising that everyone is different and understanding how communication strategies can help in complaint handling
Attendees also had the opportunity to suggest further process amendments to improve customer service timescales as part of the improved service. These were facilitated and the output fed into the Management team with actions for them to take forward where applicable.