Career Fitness

The provision of quality customer service has become a vital component for the success of any organization or business, including healthcare.    Standards of service help to define what a customer or patient can expect when receiving products or services and remind management and employees of the challenges and obligations they face when dealing with customers. 

Acculturation is the principal means by which an organization develops an ability to deliver outstanding customer service.  The quality of customer service cannot consistently be sustained by a command and control system because the delivery of service excellence remains the responsibility of and in the skill set of an organization’s front-line staff or those who deal directly with customers on a regular basis.

The Career Fitness program is a series of four (4) training modules:  Service Excellence, Assisting Customers with Disabilities, Communication, and Conflict Resolution.  The program kit includes instructor training manual, slide presentation CD, tool kit (for individual and group learning activities), and employee/learner handbook.   Individual program modules offer flexibility with succession/order of presentation and may be presented as lectures or self-learning modules.

Service Excellence

  • Customer Service and Service Excellence
  • Teamwork 
  • Types of Customers
  • The Chain of Customer Service Events
  • First Impressions
  • Barriers to communication / Skills to Enhance the Commmunication Process
  • Problem-Solving Techniques
  • The Employee's role in achieving your organization's Mission

Assisting Customers with Disabilities

  • Facts about the Americans with Disabilities Act (ADA)
  • Helpful hints in assisting people with disabilities
  • Awareness of hidden disabilities
  • Communicating effectively with people with disabilities

Communication

  • Enhancing the communication process
  • Verbal and non-verbal communication
  • Barriers to communication
  • Active listening
  • Tips for sending email/written messages
  • Tips for cross-cultural communication

Conflict Resolution

  • Conflict as a positive mechanism for growth
  • Destructive attitudes and comunication patterns that can exacerbate conflict resolution
  • “Managed” conflict versus “Out of Control” conflict
  • Conflict resolution and problem-solving skills
  • Considerations when approaching an issue
  • Helpful hints and seeking resources for successful conflict resolution

For pricing information, please contact our staff at (845) 883-7260 or email kdoyle@chahec.org.