Customer Care
Introduction:
The Customer Care Training Programme brings the concept of “my customer, my responsibility” to life. It will help you develop better day-to-day working relationships and understand your responsibilities to all customers, including patients and colleagues.
The programme is designed for support staff employed in or contracted to the NHS – domestics, porters, secretaries, receptionists, clinical support workers, maintenance engineers and housekeepers. The programme is also useful in other workplace settings, such as social care. The programme can be facilitated by supervisors and managers, so that customer care becomes embedded in the way teams deliver care. It also means that learners will be working alongside facilitators before, during and after the programme, who know and understand the day-to-day pressures of their work.
The programme is available in two versions, a concise version that is now accredited by OCN at level 1 and a long version that is accredited by OCN at level 2. The materials for both versions of the programme have been recently updated and are now available to download from our managed learning environment
This programme will help staff to:
- Understand and respond to the needs of all their customers, including patients and colleagues, and develop effective strategies for dealing with difficult situations
- Understand how your trust works, and how their role fits in with this
- Work effectively as part of a team
How do I get started?
Please contact the unit on 0845 330 6507 for more information on how to obtain the Customer Care learning materials
How is this programme delivered?
The programme is delivered face to face and in the workplace by training facilitators appointed by the Trust. The materials come in both learner and facilitator packs to assist delivery.
The full programme is designed to be delivered to groups of about 15 staff from different areas of support services, whereas the shorter version can be delivered to larger groups
How long will it take?
The programme is designed so that it can be used flexibly by organisations who can deliver all or part of the programme and can issue certificates of attendance to their staff.
Those wishing to pursue the OCN accreditation will need to deliver the programme as follows:
Concise Version: 10 hrs total learning - approximately 8 hrs taught plus 2 hrs to include embedded learning & assessment
Full Version: Approximately 40 hrs total learning
About the programme:
Full Version
The full version of the programme has 8 modules:
Module 1: Introduction
Module 2: The internal customer
Module 3: Communicating with customers
Module 4: Handling customer who are unhappy
Module 5: Handling customer complaints
Module 6: Putting yourself out for your customer
Module 7: Adopting positive attitudes
Module 8: Privacy and dignity
The full programme supports an OCN level 2 accreditation. Available from our website is a comprehensive facilitator pack to support the delivery of the programme and also included are workbooks to support the assessment.
Concise Version
The concise version of the programme has 4 modules:
Module 1: Introducing Customer Care
Module 2: Challenging situations and Handling Complaints
Module 3: Communicating with Customers
Module 4: Positive Approaches Towards Customers
The concise programme is accredited to OCN level 1. There is a comprehensive facilitator pack to support delivery and a workbook to support evidence collection ie assessment.
The Concise Version can be delivered in one full day’s training, two half days or four 2 hour sessions
Delivery for Accreditation:
Your organisation must have OCN centre approval. For more details on how to acquire OCN centre status are provided on the Core Learning Unit Managed Learning Environment.
All learning outcomes must be covered & appropriate assessment completed. All learning outcomes are available online.
The facilitator and learner packs cover all aspects of the learning outcomes
There are workbooks available for both the concise and the full versions of the programme. These can be used to demonstrate evidence of assessment
Content mapping:
The Customer Care programme is mapped to the KSF, NHSLA, HCC and sector skills competences. A detailed mapping document for this programme is available online.
The mapping documents in the ‘Support Materials’ section of this site will tell you more about this
To find out more about this or any of our other programmes please contact the unit on:
T: 0845 330 6507