EM30.GB – Level 3 – Green Belt Training – For Practitioners and Frontline Workers
Designed for Practitioners and Frontline Workers – Level 3 builds on the other belts, it is designed for practitioners of customer/patient services. At this level, we focus on the How’s of excellent customer focus (and we are all front-line workers).
Goals of this Green Belt Training are:
- Focus on Healthcare front-line workers.
- To understand our role in customer service
- To talk about how we might cover for each other, help each other, and work as a team.
- Provide quick and easy tools for front-line workers to use to improve service.
- Get back to the basics or customer/patient experiences.
During the Green Belt Training, we focus on Phase 2 – During the Visit – here we focus on understanding the how’s of excellent customer/patient experiences. During this phase we focus on building onto the Professional Attitude with three important additional attitudes: 1: Welcoming Attitude, 2. Serving Attitude, and 3. a Helpful Attitude.
Yellow Belt Training is NOT a Prerequisite of Green Belt Training. Green belt training is specifically designed for Front-line workers (the practitioners) who provide Excellent Patient/Customer Experiences.
Outline for Green Belt Training – Phase 2 – During the Visit – For Practitioners and Frontline Workers
- EM30.GB010 – Introduction to Phase Two of Excellent Customer Focus – During the Visit
- EM30.GB020 – Mastering a Professional Attitude
- EM30.GB025 – Building Internal-Customer Service (Can’t Treat Others Well if We Don’t Treat Each Other Well)
- EM40.GB040 – Preparing for the Visit
- EM30.GB050 – Mastering First Impressions Part 1 – The Science of 1st Impressions and the Environment
- EM30.GB055 – Mastering a Welcoming Attitude
- EM30.GB070 – Mastering First Impressions Part 2 – The Your Face and Eye Contact
- EM30.GB075 – Mastering First Impressions Part 3 – Personal Grooming and Body Language
- EM30.GB080 – Mastering First Impressions Part 4 – Interpreting Body Language
- EM30.GB090 – Mastering First Impressions Part 5 – More Interpreting Body Language
- EM30.GB095 – Mastering First Impressions Part 6 – Personal Space
- EM30.GB100 – Mastering A Serving Attitude
- EM30.GB120 – Mastering Communication Part 1 – Active Listening
- EM30.GB125 – Mastering Communication Part 2 – Tone and Inflection
- EM30.GB130 – Mastering A Helpful Attitude – Mastering 2.3 Serving, Explaining, Resolution, and Feedback Cycle Services
- EM30.GB140 – Mastering Communication Part 3 – Dialogue and Building Rapport
- EM30.GB150 – Mastering Communication Part 4 – Phones
- EM30.GB160 – Mastering Communication Part 5 – Phone Script/Workbooks
- EM30.GB170 – Mastering Problem Solving and Resolution
- EM30.GB175 – Mastering Communication Part 6 – Collecting Information
- EM30.GB180 – Mastering Communication Part 7 – The Written Word
- EM30.GB200 – Mastering Conflict Resolution
- EM30.GB210 – 2.4 Negotiating and Buy In Cycle
Outline for Green Belt Training – Phase Three – After the Visit – For Practitioners and Frontline Workers
- EM30.GB010 – Introduction to Phase Three of Excellent Customer Focus – After the Visit
- EM30.GB220 – 2.5 Closing – Gracefully Taking Money
- EM30.GB230 – Thank You
- EM30.GB240 – The Follow Up
- EM30.GB300 – Introduction to Continuous Improvement Cycle
During the Green Belt Training we focus on Mostly on Phase Two of the Customer Cycle – During the Visit
This is where the frontline workers are involved. (But then, we are all frontline workers.) As mentioned, all the Five Customer Focus Attitudes are important in each phase of the Customer Service Lifecycle. This is where all the attitudes touch the hearts of external customers.
Introduction
- EM30.GB010 – Introduction to Phase Two of Excellent Customer Focus – During the Visit
o Introduction to Excellent Customer Experience
o Understanding the AIDET type tools – AIDET® is an acronym that stands for Acknowledge, Introduce, Duration, Explanation, and Thank You.
o The Importance of the Five Attitudes