Event Details

Course Synopsis
The Cultivating Service Mindset course equips participants with the attitudes and behaviours needed to deliver consistent service excellence in healthcare. It emphasises a customer-centric approach that goes beyond routine tasks, focusing on empathy, ownership, and attentiveness. Participants will explore the customer journey, understand patient pain points, and recognise how small actions can create meaningful experiences.

Through interactive activities and practical examples, learners will develop key service attributes, positive communication, and a professional service image. The course also introduces effective service recovery techniques to manage service lapses. By the end of the course, participants will be better prepared to deliver compassionate, responsive and high-quality service that enhances patient satisfaction and trust.

Course objectives
This course aims to equip learners with positive service excellence mindset and a desire to go 'The Extra Mile' service. Participants will be encouraged to think of innovative ways to improve their service touch points to achieve service improvement.