Singapore Airlines Academy Course

Elevating Patient Experience

Duration: 2 Day

In this programme, learners will develop the skills to enhance patient interactions and provide exceptional care. They will learn to build trust using the Emotional Bank Account concept, listen actively to understand concerns, and use questioning techniques for better insights. The course also covers managing service challenges, implementing recovery plans, respectfully declining requests, and applying de-escalation techniques to create a supportive environment for patients.

What Learners Will Achieve

Upon completion of this programme, learners will be able to:

Utilise the Emotional Bank Account concept to build trust and foster positive customer relationships.
Master active listening and effective questioning to deeply understand customer concerns, emotions, and unspoken needs for targeted care.
Confidently address service challenges with strategic recovery plans.
Combine respectful request denial and de-escalation strategies to maintain satisfaction and manage tense interactions effectively.