Sybrid MD Training ModuleBy; Shamama Firdous

Course OutlineTraining Modules

Exceptional Customer Service

Soft Skills Training Module

Sales & Marketing Training Module

American Culture Training

Accent Training Module

Product Training Module

CMD Training

System Usage Training (Asterisk)

Exceptional Customer Service

OBJECTIVES; To ensure provision of Exceptional

Customer Service in the capacity being served.

To understand and implement the ideology and practice of Exceptional Customer Service.

The module includes interactive sessions, activities to enhance level of understanding

and applicability.

Understanding Customer Service Customer Types Customer Sensing Qualities of a (V/R) Exceptional Customer Service Rep Use of buffers and importance of Greeting Hold Procedure Call Control Service Quality Levels of Service Displaying Tact

Exceptional Customer ServiceCourse Outline

BPO – A lifestyle Ten Commandments of Customer Service Catering Customer Needs The Dos & Don’ts of Customer Service/

Telephone Skills Handling Irate Customers & Complaint Calls Listening Skills Practicing Active Listening Value Added Phrases Going the Extra Mile

Exceptional Customer ServiceCourse Outline Continued…

Exceptional Customer ServiceOperational KPIs Covered

Phone Answering 3 rings (Proactive) Correct Greeting Used Average Talk time <= 3mins (Call Control) Understand Nature of Call (Customer Sensing) Complaint Handling (Irate Customers) Information Provision (Customer Sensing) Call Ended correctly (Value Added Phrases) Maintenance of service level (Quality of Service)

Soft Skills Training Module

There are three categories within this module;

Displaying Enthusiasm

Understanding Empathy

The Art of Verification

Displaying Enthusiasm

OBJECTIVE;

To maintain a high service level through

practice of Enthusiasm and Self-motivation.

Defining EnthusiasmLearning to generate EnthusiasmVital Steps for developing EnthusiasmBenefits of EnthusiasmStress building factorsStress Management Self-Motivation

Displaying EnthusiasmCourse Outline

Displaying Enthusiasm –KPIs Covered

Enthusiastic Greeting Facilitating maintenance of the ‘Desired

Environment’ for OperationsImproved Customer ExperienceImproved Service Level

Understanding Empathy

OBJECTIVES;To improve customer experience through

sensing and acknowledgment.To improve Emotional Intelligence (EI)

Defining Emotional Intelligence EI – The need of the business Emotional Intelligence Competencies Empathy – one of the foundation skills of EI Empathy Skills Identification Empathetic Questions Empathetic Listening Difference between Sympathy and Empathy

Understanding EmpathyCourse Outline

Understanding EmpathyKPIs Covered

Understanding nature of CallUnderstanding customer’s needCustomer careIdentifying with the customer’s concernsDeveloping rapport with customer, thereby

improving service level

The Art of Verification

Objectives;To understand the need of information

verification.To minimize errors through confirmation

and reassurance.

The Art of VerificationCourse Outline

Defining VerificationUnderstanding Importance of VerificationErrors – Inconvenience for Customers Use of Phonetics in verification of Names,

Addresses and Diseases etc. Verifying Telephone Numbers Value of Verification for a (V/R) Customer

Service Rep.

Correct details taken from patientCorrect details entered in Application /

FormInformation verified with Patient and

Doctor

The Art of VerificationKPIs Covered

Sales & Marketing

OBJECTIVES;

To develop Sales and marketing ideology. To create word-of-mouth marketing

strategy through customer handling and rapport building.

The guiding principles of Sales Mastery The 12.5 Values of a Sales Professional Telemarketing Techniques

Sales & Marketing Course Outline

Marketing

Referrals

Surveys

Sales & Marketing – KPIs Covered

American Culture Training

OBJECTIVES;

To improve customer sensing through

familiarity with culture. To facilitate rapport building.

The Americas Facts & Figures The 50 States (Map) US Time Zones/ Daylight Saving Five most populous places in USA (New York, Los Angeles,

Chicago, Houston, Philadelphia) Mainstream American Culture Communication/ Addressing Americans/ Importance of Pseudonyms Work Ethics Food & Beverages Attire Holidays & festivals Education Sports Media/Entertainment

American Culture TrainingCourse Outline

Facilitating maintenance of ‘Desired Environment’

Minimizing V/R related complaintsUnderstand nature of callFacilitating Avg. Talk Time <= 3 Mins

American Culture TrainingKPIs Covered

Accent Training Module

OBJECTIVES;To maintain a Native accent, while speaking

English as a second language as per client demand.

To minimize customer frustration, hence

improving service level. To facilitate effective communication

which is the core of customer service.

Accent Training ModuleCourse Outline

Stress – Proper Emphasis Intonation Rhythm 68 interactive lessons and practice

activities Accent Evaluation through recordings

Accent Scoring at 1.0 Correct Greeting usedUnderstanding nature of callCorrect details taken from patient

Accent Training ModuleKPIs Covered

Product Training Module

OBJECTIVES; To ensure expertise over the functions of

V/R To cater to product specific details unique

to every practice.

Product training ModuleCourse Outline/ KPIs Covered

Appointment Scheduling ReferralTest ResultsPrescription RefillInformation (Billing, Insurance)ComplaintsInstructionsPractice QRG Practice Specialities

CMD Training

OBJECTIVE;To ensure smooth execution of V/R

functions through CMD System Training.Course Outline/ KPIs Covered; Appointment SchedulingAppointment Cancellation Appointment ReschedulingAppointment Confirmation New Patient InformationExisting Patient Information

Asterisk Usage Training

OBJECTIVE; To ensure that V/R functional KPIs

are met with the proper knowledge of Asterisk

telephony. Course outline/KPIs Covered; Starting the soft phone Picking or Receiving the call. (Not more than 3 rings) Putting on Hold (Call wrap-up in 3 mins) Muting/Resuming the soft phone (Call wrap-up in 3 mins)

Conclusion

The training program would enable the

V/R to perform the functions to the best of

her knowledge and abilities and would contribute its share towards the success of

Sybrid MD program.