Format: Video
Run Time: 3 hours 55 minutes
Course Launch Date: 03/30/2020
Course Expiration Date : 01/1/2024
AAOE Customer Service 101 is an on-demand course that will teach orthopedic practice professionals the fundamental skills needed to provide an exceptional patient experience. It is designed for any professional working in a customer service role within an orthopedic practice, including those completely new to this type of role and those looking to brush up on the basics.
Thank you to our sponsor Exscribe!
Here's what other orthopedic practice professionals are saying about the course:
Learning Objectives:
After this course, employees in the orthopedic practice should be able to:
- Explain why customer service is especially important in an orthopedic practice.
- Describe how active listening is different from conventional listening.
- Identify the potential meaning of six or more body language behaviors they may see in patients.
- Implement a multi-step strategy for diffusing a patient's anger.
- Recognize and explain at least one effective strategy for developing their patience.
- Describe at least one effective persuasion strategy that they can use with patients.
- Describe and illustrate at least three ways to turn negatives into positives, with examples.
- List and demonstrate at least three ways that they can speak more comprehensively to patients.
- List at least three opportunities for going above and beyond with patients.
- Demonstrate at least three strategies for communicating more effectively with non-native speakers of English and with older patients.
Purchasing multiple courses?
Please complete this form to receive the following discounts.
- 10-19 Courses: 20% Off
- 20-29 Courses: 30% Off
- 30-39 Courses: 40% Off
- 40-99 Courses: 50% Off
- 100+ Courses: 60% Off
Course Chapters:
- 1. Customer Service 101: A Note From Our Sponsor
- 2. Customer Service 101: Introduction (19 minutes)
- [Quiz] Customer Service 101: Introduction
- 3. Customer Service 101: Verbal Communication (37 Minutes)
- [Quiz] Customer Service 101: Verbal Communication
- 4. Customer Service 101: Body Language and Frame of Mind (21 Minutes)
- [Quiz] Customer Service 101: Body Language and Frame of Mind
- 5. Customer Service 101: Patience (19 Minutes)
- [Quiz] Customer Service 101: Patience
- 6. Customer Service 101: Empathy (18 Minutes)
- [Quiz] Customer Service 101: Empathy
- 7. Customer Service 101: Active Listening (18 Minutes)
- [Quiz] Customer Service 101: Active Listening
- 8. Customer Service 101: Persuasion (30 Minutes)
- [Quiz] Customer Service 101: Persuasion
- 9. Customer Service 101: Self Control (14 Minutes)
- 10. Customer Service 101: Dealing with Upset Patients and Challenging Behaviors (32 Minutes)
- [Quiz] Customer Service 101: Dealing with Upset Patients and Challenging Behaviors
- 11. Customer Service 101: Scheduling (16 Minutes)
- [Quiz] Customer Service 101: Scheduling
- 12. Customer Service 101: Revenue Cycle Management (10 Minutes)
- [Quiz] Customer Service 101: Revenue Cycle Management
- 13. Customer Service 101 by AAOE - Examination
- 14. Customer Service 101 by AAOE - Evaluation
Donna Cutting, Founder & CEO of Red-Carpet Learning Systems, Inc.
Donna Cutting is Founder & CEO of Red-Carpet Learning Systems, Inc. and author of two books including The Celebrity Experience: Insider Secrets to Delivering Red Carpet Customer Service as well as 501 Ways to Roll Out the Red Carpet for Your Customers. She works with a variety of organizations in the healthcare field to help them create cultures of happy, engaged team members delivering excellent patient experiences. Donna was recently included in a list of top 30 Global Customer Service Gurus. A Certified Speaking Professional (CSP), Donna has spoken in 45 of the 50 United States, and her customer service training programs are being used all over the country, as well as in South Africa.