Effective communication skills are essential to succeeding in any field but none more so than medical tourism. Research shows that failing to return telephone calls is one of the major complaints among consumers of international health travel services. Excellent telephone etiquette can ensure that clients calling from countries around the world will be treated courteously and respectfully – the same way you enjoy being treated. Developed based on cross-cultural international best business practices, “Telephone Skills for the Medical Tourism Professional” prepares you to make a positive impression the first time, every time you interact with clients on the telephone. What better way to demonstrate your commitment to delivering excellent customer service?

Audience:
This self-paced online course is perfect for busy people who want to improve their business skills at their convenience whether at home or the office. It is an excellent training tool for business owners and office managers who would like to
improve the skills of staff members, especially front desk personnel such as receptionists.

This course is designed for individuals who want or need to learn the basics of proper telephone etiquette based on international standards and best business practices throughout the world. While the examples used in this course are drawn from our experts’ experience in the medical tourism sector, the telephone skills taught are important for anyone who interacts on the telephone with clients, patients, healthcare and other professionals. “Telephone Skills for the Medical Tourism Professional” is relevant for:
• Medical travel facilitators
• International care coordinators
• Medical professionals
• Support staff in hospitals, clinics, private medical and dental offices, spas
• Travel agents
• Hospitality professionals
• Anyone who talks on the telephone for business!

The course requires access to the internet and basic computer skills to navigate the coursework. The video clips require Flash Player which can be downloaded to your computer for free.

Course Description:
“Telephone Skills for the Medical Tourism Professional” is an online course filled with practical advice as well as audio and video clips demonstrating the “Do’s” and “Don’ts” of telephone etiquette. It offers opportunities for you to practice and improve your telephone skills. Frequent quizzes help to reinforce the major learning points. During the course, you will learn how to manage telephone interactions professionally so that you can consistently create positive impressions about you and your business.

Top notch telephone manners are essential for success in the international health travel field. The course covers eight areas of expertise:
1. Answering and responding to calls
2. Enhancing your voice quality
3. Improving listening skills
4. Asking the right questions to get the right answers
5. Managing calls
6. Returning calls properly and promptly
7. Using voice mail professionally
8. Delivering excellent customer service via telephone

These aspects of telephone etiquette, when practiced professionally and in a cross-culturally sensitive manner, will make your telephone interactions more effective and efficient for you and your customers.

Learning Objectives:
At the end of the “Telephone Skills for the Medical Tourism Professional” course, you will be able to:
• Describe the importance of professional international telephone communications
• Prepare yourself and your workspace before taking calls
• Make a good first impression when answering calls and responding to the caller’s opening statement
• Understand and improve your voice quality
• Learn techniques to improve your listening skills
• Use questioning techniques to gather information
• Manage calls: Call screening, taking messages, placing a caller on hold and transferring a call
• Make and keep commitments to return calls
• Manage Voice Mail messages, both incoming and outgoing

With professional telephone skills, you will have one of the most important communication tools sharpened and ready to use for the delivery of excellent customer service.

Online Features:
Upon completion of the course, you will receive an individualized “Certificate of Completion” and a summary sheet of the key points, both of which you can download and print.

Running time for the course is approximately 45 minutes without pausing, repeating sections, or taking quizzes. It is estimated to take between 90-120 minutes to complete the course.

As part of our commitment to excellent customer service, you will also be requested to complete a post-course survey to provide important feedback and comments to us. The confidential survey is administered by Stackpole & Associates, an independent market research company, to encourage your candid responses.

Fees:
The fee for this course is a special, low introductory price of $79.00 US. Enjoy an extra discount by signing up for two or more courses! Consider our trio of business skills courses including “Netiquette” and “Calming the Upset Customer”. Select your courses now for the biggest savings.

On-Site Option:
Medical Tourism Training can make arrangements for the “Telephone Skills” course to be offered just for your organization and will assign a skilled trainer to you.

Interested in bringing this program on-site to your organization? Please contact Elizabeth Ziemba at eziemba@medicaltourismtraining.com or call (857) 366- 1315.