Customer Experience Excellence in Addiction Support Services
This course equips frontline support staff with the communication tools and service standards necessary to manage initial patient inquiries effectively. It focuses on empathetic engagement, efficient triage, and maintaining professionalism during high-stress interactions.
£250
Certified Patient Liaison Professional
- Pass mark 70%
- Certificate on completion
- Verifiable public certificate ID
- English · available globally
Customer Experience Excellence in Addiction Support Services: the short answers
- What is Customer Experience Excellence in Addiction Support Services?
- This course equips frontline support staff with the communication tools and service standards necessary to manage initial patient inquiries effectively. It focuses on empathetic engagement, efficient triage, and maintaining professionalism during high-stress interactions.
- Who is Customer Experience Excellence in Addiction Support Services for?
- It is pitched at Foundation level for Customer Service Representatives working in drugs and alcohol, and is studied online from any country.
- How long does Customer Experience Excellence in Addiction Support Services take?
- Around 12 hours of study, plus the assessed assignments and one applied project.
- How is the certification assessed?
- Every assignment and the final project are assessed automatically against the published criteria. The pass mark is 70%, and an item that does not pass can be resubmitted.
- What do I receive when I pass?
- Certified Patient Liaison Professional, issued as a certificate with a unique ID that employers can check in the public certificate register.
- How much does it cost?
- £250 once, with no subscription.
What you will be able to do
- Implement active listening techniques in patient communication
- Master de-escalation protocols for distressed callers
- Maintain accurate records of service inquiries
- Apply organizational standards for patient confidentiality
- Navigate institutional pathways for information dissemination
Written by Dr. Sarah Jenkins, Head of Patient Experience. Every submission is assessed automatically against the published criteria for Certified Patient Liaison Professional, and the certificate is issued the moment the assessment is complete.
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