Tuesday, January 7, 2014
The Sankara Nethralaya Academy conducts a highly educative and informative session on ‘Customer Care’
The keenly awaited session on ‘Customer Service’ by the Sankara Nethralaya Academy got off to a great start at the sprawling Vanagaram campus with Mr A. Mahalingam, Assistant Registrar, extending a warm welcome and giving a fitting prelude to the day’s proceedings by underlining the criticality of customer care in today’s highly competitive marketplace, with a special emphasis on the efficacy of Customer Care in Healthcare delivery institutions.
Shri A. Mahalingam, also utilized the opportunity to announce other complementary healthcare management courses comprising of Allied health science programs and Certificate and fellowship courses conducted by the Sankara Nethralaya Academy in affiliation with reputed universities like The Tamil Nadu Dr MGR Medical University, Chennai
The Seminar evoked good response and participation with delegates including senior Administrative officers and Medical professionals PRO’s and Front Office Executives from prestigious healthcare institutions like Apollo group of Hospitals, CMC Vellore, Sri Narayani Hospitals, Vellore, Sree Renga Hospital, Chengalpet, Tact Academy, VHS Adyar and Ashwini Eye Care, Ambattur in attendance
The session was very lively and interactive, with most participants contributing to the content of the session with their comments and real time experiences in their sphere of work.
The concept of customer service, profit chain and the benefits that would accrue to the organization when excellent customer care is rendered were highlighted. Crucial aspects like Referrals, Positive word of mouth, standing apart from the competition and means and measures to increase revenues were discussed.
Videos demonstrating the professional methodology of handling of different types of customers such as
• Angry customer
• Impatient customer
• Passive customer
Were screened for the benefit of the participants
Further a couple of short videos on bad customer service were screened and the participants were asked to observe and comment on the deficiencies that they observed on the delivery of service.
The golden rules of customer service were discussed in detail. It was felt by all the participants that given the intensity of the competition prevailing in the health care sector, service levels are very important in addition to quality of care, to drive patient footfall and if there are inadequacies in this area it will clearly reflect on the growth of the hospital.
All the participants were very happy with the quality of the workshop. During conclusion the facilitator of the session elicited the views of the participants from the angle of being ‘Customers’ of the session. All the participants responded spontaneously with their excellent feedback on the session and opined that they were truly ‘delighted customers’ at the end of the session.
A Mixed group of participants from 20 multi speciality healthcare institutions participated and benefited from this unique session on Customer Service.
Posted by Venkataramanan Ramasethu