Course Highlights
This train-the-trainer course for healthcare trainers will:
- Explain where training fits in the cycle of customer care and patient satisfaction.
- Review adult learning principles, classroom management techniques, and skills for adding enthusiasm and energy to a curriculum.
- Offer a range of proven customer service training activities designed specifically for a healthcare setting.
Course Overview
Effective customer care and patient satisfaction training is more than delivering a single session; it’s an ongoing cycle of skill-building, reinforcement, and application. With “A Helping Hand: Training Customer-Care Skills for Higher Patient Satisfaction,” healthcare trainers will gain essential tools to foster lasting behavioral change in a way that resonates with staff and elevates the patient experience. This program is designed to immerse trainers in methods that make customer care skills relevant, memorable, and consistent across their teams.
The workshop begins by grounding participants in the broader “service ecosystem” and explores the interconnected steps required to promote behavior change, including training, modeling, coaching, measuring, and celebrating on-brand service. Trainers will then delve into the fundamentals of adult learning principles, strategies for engaging their learners, and best practices for facilitating participant-centered sessions. With this foundation, the course moves into a practical exploration of hands-on activities that promote essential customer care skills such as demonstrating empathy, active listening, reducing anxiety, maintaining patient dignity, and projecting compassion.
The following outline highlights some of the course’s key learning points. As part of your training program, we will modify content as needed to meet your business objectives. Upon request, we will provide you with a copy of participant materials before the session(s).
Program Objectives
At this program’s conclusion, participants should be able to:
- Explain how customer service training fits into the cycle of care.
- Describe what customer care training can and cannot accomplish in a healthcare facility.
- Outline the importance of participant-centered training.
- Follow best practices for facilitating adult learning.
- Facilitate activities provided in this curriculum.
- Design custom activities to support facility-specific learning objectives.
- Deliver a participant-focused workshop.
Workshop Modules
- Why Your Training Doesn’t Work: Understanding the Service Ecosystem
- Charting Activities: What Makes Good Training
- Roll Up Your Sleeves: Examining the Tools
- Getting Off to a Good Start: Using Participant-Focused Starts
- Hear, See, Do: What’s Practiced is Better Remembered
- Let’s Look at the Library: Proven Activities
- Viva Variety: Adapting, Adjusting, and Making Content Your Own
- Practice Makes Perfect: Show What You Know
- Implementation Plans: Driving the Process from the Middle
Target Audience
This workshop is designed for groups that want to:
- Improve the quality and effectiveness of customer care training.
- Engage trainers who need structured, proven activities for healthcare-specific training.
- Support patient satisfaction and foster on-brand service behaviors.
- Ensure that training efforts translate into consistent, organization-wide change.
Suggested Format
- One-Day Onsite Training Course
Questions This Program Answers About Training for Healthcare Trainers
- Where can I find a train-the-trainer course for healthcare-specific customer care skills?
- How can I make patient care training more engaging and participant-focused?
- What training can help my trainers better teach empathy, courtesy, and other patient-care skills?