sybrid md training module
TRANSCRIPT
Sybrid MD Training ModuleBy; Shamama Firdous
Course OutlineTraining Modules
Exceptional Customer Service
Soft Skills Training Module
Sales & Marketing Training Module
American Culture Training
Accent Training Module
Product Training Module
CMD Training
System Usage Training (Asterisk)
Exceptional Customer Service
OBJECTIVES; To ensure provision of Exceptional
Customer Service in the capacity being served.
To understand and implement the ideology and practice of Exceptional Customer Service.
The module includes interactive sessions, activities to enhance level of understanding
and applicability.
Understanding Customer Service Customer Types Customer Sensing Qualities of a (V/R) Exceptional Customer Service Rep Use of buffers and importance of Greeting Hold Procedure Call Control Service Quality Levels of Service Displaying Tact
Exceptional Customer ServiceCourse Outline
BPO – A lifestyle Ten Commandments of Customer Service Catering Customer Needs The Dos & Don’ts of Customer Service/
Telephone Skills Handling Irate Customers & Complaint Calls Listening Skills Practicing Active Listening Value Added Phrases Going the Extra Mile
Exceptional Customer ServiceCourse Outline Continued…
Exceptional Customer ServiceOperational KPIs Covered
Phone Answering 3 rings (Proactive) Correct Greeting Used Average Talk time <= 3mins (Call Control) Understand Nature of Call (Customer Sensing) Complaint Handling (Irate Customers) Information Provision (Customer Sensing) Call Ended correctly (Value Added Phrases) Maintenance of service level (Quality of Service)
Soft Skills Training Module
There are three categories within this module;
Displaying Enthusiasm
Understanding Empathy
The Art of Verification
Displaying Enthusiasm
OBJECTIVE;
To maintain a high service level through
practice of Enthusiasm and Self-motivation.
Defining EnthusiasmLearning to generate EnthusiasmVital Steps for developing EnthusiasmBenefits of EnthusiasmStress building factorsStress Management Self-Motivation
Displaying EnthusiasmCourse Outline
Displaying Enthusiasm –KPIs Covered
Enthusiastic Greeting Facilitating maintenance of the ‘Desired
Environment’ for OperationsImproved Customer ExperienceImproved Service Level
Understanding Empathy
OBJECTIVES;To improve customer experience through
sensing and acknowledgment.To improve Emotional Intelligence (EI)
Defining Emotional Intelligence EI – The need of the business Emotional Intelligence Competencies Empathy – one of the foundation skills of EI Empathy Skills Identification Empathetic Questions Empathetic Listening Difference between Sympathy and Empathy
Understanding EmpathyCourse Outline
Understanding EmpathyKPIs Covered
Understanding nature of CallUnderstanding customer’s needCustomer careIdentifying with the customer’s concernsDeveloping rapport with customer, thereby
improving service level
The Art of Verification
Objectives;To understand the need of information
verification.To minimize errors through confirmation
and reassurance.
The Art of VerificationCourse Outline
Defining VerificationUnderstanding Importance of VerificationErrors – Inconvenience for Customers Use of Phonetics in verification of Names,
Addresses and Diseases etc. Verifying Telephone Numbers Value of Verification for a (V/R) Customer
Service Rep.
Correct details taken from patientCorrect details entered in Application /
FormInformation verified with Patient and
Doctor
The Art of VerificationKPIs Covered
Sales & Marketing
OBJECTIVES;
To develop Sales and marketing ideology. To create word-of-mouth marketing
strategy through customer handling and rapport building.
The guiding principles of Sales Mastery The 12.5 Values of a Sales Professional Telemarketing Techniques
Sales & Marketing Course Outline
Marketing
Referrals
Surveys
Sales & Marketing – KPIs Covered
American Culture Training
OBJECTIVES;
To improve customer sensing through
familiarity with culture. To facilitate rapport building.
The Americas Facts & Figures The 50 States (Map) US Time Zones/ Daylight Saving Five most populous places in USA (New York, Los Angeles,
Chicago, Houston, Philadelphia) Mainstream American Culture Communication/ Addressing Americans/ Importance of Pseudonyms Work Ethics Food & Beverages Attire Holidays & festivals Education Sports Media/Entertainment
American Culture TrainingCourse Outline
Facilitating maintenance of ‘Desired Environment’
Minimizing V/R related complaintsUnderstand nature of callFacilitating Avg. Talk Time <= 3 Mins
American Culture TrainingKPIs Covered
Accent Training Module
OBJECTIVES;To maintain a Native accent, while speaking
English as a second language as per client demand.
To minimize customer frustration, hence
improving service level. To facilitate effective communication
which is the core of customer service.
Accent Training ModuleCourse Outline
Stress – Proper Emphasis Intonation Rhythm 68 interactive lessons and practice
activities Accent Evaluation through recordings
Accent Scoring at 1.0 Correct Greeting usedUnderstanding nature of callCorrect details taken from patient
Accent Training ModuleKPIs Covered
Product Training Module
OBJECTIVES; To ensure expertise over the functions of
V/R To cater to product specific details unique
to every practice.
Product training ModuleCourse Outline/ KPIs Covered
Appointment Scheduling ReferralTest ResultsPrescription RefillInformation (Billing, Insurance)ComplaintsInstructionsPractice QRG Practice Specialities
CMD Training
OBJECTIVE;To ensure smooth execution of V/R
functions through CMD System Training.Course Outline/ KPIs Covered; Appointment SchedulingAppointment Cancellation Appointment ReschedulingAppointment Confirmation New Patient InformationExisting Patient Information
Asterisk Usage Training
OBJECTIVE; To ensure that V/R functional KPIs
are met with the proper knowledge of Asterisk
telephony. Course outline/KPIs Covered; Starting the soft phone Picking or Receiving the call. (Not more than 3 rings) Putting on Hold (Call wrap-up in 3 mins) Muting/Resuming the soft phone (Call wrap-up in 3 mins)
Conclusion
The training program would enable the
V/R to perform the functions to the best of
her knowledge and abilities and would contribute its share towards the success of
Sybrid MD program.