醫(yī)院客服中心人員培訓(xùn)計(jì)劃

1、 醫(yī)院客服中心人員2014年培訓(xùn)計(jì)劃 培訓(xùn)目的：通過(guò)培訓(xùn)使客服人員掌握醫(yī)院相關(guān)制度、流程、客服服務(wù)理論知識(shí)和實(shí)務(wù)技能以及初級(jí)營(yíng)銷理論知識(shí)。 培訓(xùn)主持：林富全 培訓(xùn)時(shí)間安排：每周一小時(shí) 36周一循環(huán) 如遇特殊情況則培訓(xùn)時(shí)間順延。 培訓(xùn)地點(diǎn)：客服中心 參訓(xùn)人員：客服中心干事與導(dǎo)診人員 培訓(xùn)形式：科務(wù)會(huì)與培訓(xùn)結(jié)合，工作點(diǎn)評(píng)與本周客戶投訴處理案例分享點(diǎn)評(píng)為固定內(nèi)容。 培訓(xùn)課題： 1、客服中心發(fā)展戰(zhàn)略規(guī)劃介紹與人員架構(gòu)及工作流程 2、xx二院職工獎(jiǎng)懲條例 3、xx二院投訴管理辦法與投訴處理流程 4、xx二院醫(yī)務(wù)人員醫(yī)德考評(píng)實(shí)施方案 5、xx二院客服中心工作制度 6、患者權(quán)利與義務(wù) 7、入院、出院手續(xù)的辦

2、理 8、轉(zhuǎn)院轉(zhuǎn)診相關(guān)規(guī)定與辦理 9、常見檢查注意事項(xiàng)與常用醫(yī)學(xué)證明申請(qǐng)與辦理 10、醫(yī)療保險(xiǎn)政策 11、客戶服務(wù)的競(jìng)爭(zhēng)環(huán)境分析 12、客戶服務(wù)產(chǎn)業(yè)的發(fā)展趨勢(shì) 13、客戶服務(wù)的概念 14、客戶服務(wù)對(duì)于企業(yè)的意義 15、優(yōu)質(zhì)服務(wù)對(duì)服務(wù)人員的意義 16、客戶服務(wù)人員的素質(zhì)要求 17、服務(wù)語(yǔ)言表達(dá)技巧 18、客戶服務(wù)中的傾聽技巧 19、客戶服務(wù)電話技巧 20、滿足客戶需求的技巧 21、超越客戶滿意的服務(wù) 22、綜合客戶服務(wù)技巧 23、客戶投訴分析 24、正確處理客戶投訴的原則 25、有效處理投訴的方法和步驟 26、特殊客戶投訴有效處理技巧 27、客戶投訴實(shí)戰(zhàn)案例分析 28、觀看人際交往與醫(yī)患溝通視頻第

3、一集 29、觀看人際交往與醫(yī)患溝通視頻第二集 30、觀看人際交往與醫(yī)患溝通視頻第三集 31、醫(yī)患糾紛案例解析與防范要點(diǎn) 32、企業(yè)優(yōu)秀服務(wù)案例分析 33、營(yíng)銷知識(shí)培訓(xùn) 34、xx二院服務(wù)營(yíng)銷講義c29c91afe4ced1b6c8795ad9c91afe4ced1b6c8795ad91afe4ced1b6c8795ad9c91fe4ced1b6c8795ad29c91afedd1b6c87d1b6c8795ad9c91afe4ced1b6c8795ad91afe4ced1b6c8795ad9c91fe4ced1b6c8795ad29c91af95ad9c91afe4ced1b6c8795ad9

4、1afe4ced1b6c8795ad9d1b6c8795ad9c91afe4ced1b6c8795a1afe4ced1b6c8795ad91afe4ced1b6c8795ad9c91fe4ced1b6c8795ad29c91afc91fe4ced1d1b6c8795ad9c91afe4ced1b6c8795ad91afe4ced1b6cd1b6c8795ad9c91afe4ced1b6c8795ad91afe4ced1b6c8795ad9c91fe4ced1b6c8795ad29c91af8795ad9c91fe4ced1d1b6c8795ad9c91afe4ced1b6c8795ad91af

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