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HCS/131 v7

Weekly Overview: Week 4

HCS/131 v7

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Weekly Overview

Week Four

Overview

The importance of consumer relations should never be underrated. In a competitive market, the consumer does not have to accept substandard support. Building positive relationships with consumers is important because consumers want to feel needed and appreciated, and they want you to communicate with them. Many companies have made consumer relations a high priority in their training agendas. Effective consumer relations strategies include listening skills, analytical and problem-solving skills, and teamwork.

Teamwork can help employees learn how to work together and is vital to the development of each employee. Teamwork can enhance problem-solving skills and can improve overall organizational effectiveness. Every individual on a team can contribute their own expertise so outcomes may be more successful. However, effective teamwork does not happen automatically. A number of components either unify or fragment a team. Knowing how to evaluate our ability to contribute ideas, acknowledge each other’s input, collaborate, negotiate, and implement a suggestion in a positive and respectful manner are all important aspects of efficient teamwork.

Continue to work on your weekly reflection by assessing which topics will reinforce your knowledge or provide new insights.

What You Will Cover

1. Consumer relations and communication in the workplace

a. Explain the importance of effective consumer relations.

1) Brand management

a) Establishing a brand

b) Building a brand

2) Building a customer base

a) Loyalty

b) Industry and community respect

3) Fostering opportunities

4) New business

5) Trust

6) Positive customer relations perpetuate business opportunity

7) Effect on health

a) Ability to effectively listen to patients

b) Ability to effectively communicate information to patients

c) Ability to communicate with those involved with treating patients

d) Effective communication leads to better understanding of patients and population

i. Better determine and address issues

b. Identify measures used to assess effective consumer relations in health care.

1) Marketing

a) Paper

b) E-marketing

c) Media

d) Word of mouth

2) Customer focus

a) Quality time and active listening

b) Doing what is best for the customer or patient

c) Delivering promised goods or services

d) Follow-up support

e) Following up on promised commitments

3) Mission focus

a) Establishing organizational goals

b) Maintaining established values