Course Content
📘 Introduction to Patient-Centered Service
What is customer service in a healthcare setting? Understanding the patient experience How small interactions impact big outcomes
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“Seeing Through the Patient’s Eyes”
💓 Empathy in Action
Develop skills to recognize patient emotions and respond with true empathy, not just politeness.
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Building Emotional Awareness in Patient Interactions
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🎧 The Power of Listening
Strengthen your ability to truly hear patients and demonstrate your attentiveness.
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Mastering Active Listening
🗣️ Communication That Connects
Learn how to use words, tone, and body language to communicate warmth and clarity.
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Say It Right: Tone, Language, and Body
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⚡Handling Difficult Situations with Grace
Respond confidently and compassionately when patients are frustrated or upset.
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Turning Conflict Into Connection
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🔁 Consistency and Follow-Through
Build trust through consistent, reliable, and thoughtful communication and service.
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Delivering Care That’s Predictable and Personal
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Protected: Compassionate Care: Elevating Customer Service Through Empathy and Listening

Patients often express frustration due to fear, pain, or confusion—not because they dislike you personally. The ability to stay grounded during tense moments is a key skill.

3-Step De-escalation Method:

Acknowledge Emotion – “I can see this has been really frustrating.”

Align With Their Perspective – “Anyone would feel upset in this situation.”

Act with Clarity – “Here’s what I can do right now to help…”

Golden Rules:

Don’t argue or defend immediately.

Don’t match their volume or tone.

Give them space to speak, even if they’re emotional.

Role Play Scenario:
A patient is upset because they waited too long. How do you respond calmly, validate their experience, and still keep control?

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