Customer Service in Behavioral Healthcare: Part 2 – Advanced Concepts in Customer Service
Category:
41
Credits:
1
Objectives:
After completing this course, participants should be able to:
• Identify clinician factors that affect satisfaction
• List organizational factors that affect satisfaction
• Describe cyber-satisfaction
• Recognize ethical issues in customer service
• Define service segmentation
• List ways to recover from poor service
• Describe what to do to make a clinical practice more customer oriented
Description:
This is the second of a two-part course that focuses on the relationship between providers and the people they serve. Part 2 delves more deeply into the things clinicians and organizations do that affect satisfaction, and how they are different in behavioral health versus other healthcare systems. The concepts of cyber-satisfaction, service segmentation and ethical issues are explored. We will also discuss what to do when
something goes wrong, and how to recover from that experience. Finally, we will consider what can be done differently to make a clinical practice more customer oriented.
Keywords:
customer service, client service, adherence, behavioral healthcare provider, business, service segmentation
Approval Bodies:
Professional Development
Florida Dept. of Health (Board of Social Work, Marriage & Family, Mental Health Counseling)
NAADAC, National Association for Addiction Professionals
National Board for Certified Counselors
Florida Board of Nursing
Association of Social Work Boards Approved Continuing Education (ACE)
California Consortium of Addiction Programs and Professionals (CCAPP)
CAADE - California Association for Alcohol/Drug Educators
Pennsylvania Certification Board
Florida Board of Psychology
California Board of Registered Nursing
California Association of DUI Treatment Programs (CADTP)
