Customer Service

To ensure our staff treat patients and the public with respect, dignity and provide an exceptional customer experience, the Trust provides the following customer service awards: 
Customer Service Apprenticeships
Technical Certificates
1-day master class

2 half-day essential front line skills.  Consisting: 

–          De-escalation techniques – dealing with angry or confused customers face to face

–          Body language and voice tone

–          How to listen and the importance of doing so effectively 

–          Customer reception (not receptionist skills)

–          Questioning skills – Extracting the right information

–          Information giving – checking customer understanding

–          Customer follow-up and feedback


All Customer Service development is geared to the Institute of Customer Service’s National Vocational Standards and benchmarks