CUSTOMER SERVICE IN HEALTHCARE TRAINING

CHCCCS010 Maintain a high standard of service

Establish and maintain an appropriate relationship with people accessing service

Establish rapport with the person and ensure the service is appropriate and in the person’s best interest
Identify and use effective communication skills to ensure a high level of effective communication and quality service provision
Access interpreter services as required to assist communication
Identify the person’s concerns and needs and respond within agreed level of responsibility, established procedures and guidelines for reporting to supervisors
Take action to resolve conflicts either directly, where a positive outcome can be immediately achieved, or by referral to appropriate personnel
Respond to and deal with complaints in line with organisation policy to enhance service to individuals
Seek advice from appropriate sources to resolve any concerns or issues regarding relationship with, and/or service to individuals

Act in a respectful manner at all times

Ensure response to instances of behaviours of concern reflect organisation policies and procedures
Seek assistance as required
Deal with behaviours of concern promptly, firmly and diplomatically in accordance with organisation policy and procedure
Use communication effectively to achieve the desired outcomes in responding to behaviours of concern
Select appropriate strategies to suit particular instances of behaviours of concern

Evaluate own work to maintain a high standard of service

Consistently monitor and evaluate effectiveness of interpersonal interaction to ensure best service outcomes
Seek and receive advice and assistance from supervisor, colleagues and other appropriate sources to enhance own performance
Adjust own work to incorporate advice that addresses performance issues to maintain the agreed standard of support and service.

At MAT, our course assessment is designed around competency, removing any fear of a pass or fail outcome. We employ various approaches to assess your competence, including:

• Q&As: Providing written answers to hypothetical situations.
• Product-based assessments: e.g. mock letters and reports using the correct language and format.
• Recorded communication tasks: Demonstrating your leadership skills by participating in simulated video conversations.

MAT offers three opportunities for each assessment, maximising your chances of success. We are dedicated to assisting you throughout your learning experience, delivering comprehensive feedback to assist you in honing your abilities.

All students are allocated up to 8 weeks to complete this healthcare course. However, you can complete the work much sooner through self-paced options.

As an online education platform, you can access fully accredited course material from anywhere, anytime. Easily participate in and complete coursework from the comfort of your own home using a desktop computer or laptop. To access your course content, please ensure you have the following:

• An up-to-date browser, such as Chrome or Firefox
• Access to Microsoft Office
• A reliable internet connection
• Functional audio capabilities (microphone) on your desktop or laptop device.

You can apply for RPL and Credit Transfers at the time of enrolment or during the course. Please refer to our student handbook for further information.

Total Course Costs: $250

Payments can be made in full on registration by EFT, Credit card or bank transfer.

Of course! MAT provides comprehensive and fully accredited training in Health Administration, ranging from Certificate III up to Diploma level qualifications. 

We also offer a range of industry-specific short courses and all of our successful students are eligible for exclusive discounts on these (excluding funded courses).