OSMAN CUADROS CERTIFICATE

Experience

2025

To Complete

To complete.

about me

To complete.

Courses

CUSTOMER SERVICE IN HOSPITAL SETTINGS

Asynchronous Course

ACADEMIC HOURS: 20

CURRICULAR STRUCTURE

MODULE I: Fundamentals of Hospital Customer Service
What is customer service in healthcare?
Role of operational staff in the patient experience
Differences between service, assistance, and care
Impact of a positive attitude on patient recovery
Real-life examples of transformational service

MODULE II: Effective Communication in Hospitals
Principles of verbal and non-verbal communication
Active listening and emotional validation
Body language as a professional tool
Intercultural communication and respect for diversity
Simple and effective phrases for responding to patients and families

MODULE III: Empathy and Professionalism in Daily Practice
What is empathy and how to practice it
Difference between sympathy and empathy
Emotional control in tense situations
Professionalism: language, presentation, and image
Teamwork with other hospital departments

MODULE IV: Handling Difficult Situations with Patients and Families
How to respond to complaints or grievances
De-escalation techniques for conflict
Handling aggressive or emotionally distressed patients
Operational role boundaries in clinical situations
Proper documentation and incident reporting

GRADES

CUSTOMER SERVICE IN HOSPITAL SETTINGS 95%

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