This masterclass aims to provide participants with the skills, knowledge, and best practices needed to excel in customer service within the NHS procurement sector. Through a comprehensive curriculum, participants will gain insights into understanding the needs of various stakeholders, effective communication strategies, and fostering strong relationships with suppliers and internal teams. Additionally, this course will address the importance of transparency, efficiency, and adherence to procurement policies and guidelines.
We will also explore the role of technology and data-driven decision-making in enhancing customer service within procurement. By discussing best practices for handling complaints, resolving conflicts, and promoting continuous improvement of the procurement process, we will empower participants to make a positive impact on the NHS and its patients.
By the end of this masterclass, participants will be well-equipped to deliver exceptional customer service in the field of NHS procurement, fostering strong relationships with stakeholders, and ensuring continuous improvement of the procurement process.
KEY LEARNING OBJECTIVES
Develop an in-depth understanding of the NHS procurement process, its importance, and the role of customer service in ensuring its success.
Identify and segment key stakeholders in the procurement process and assess their specific needs and expectations.
Master effective communication strategies, including active listening, empathy, and tailoring communication for different stakeholders, to enhance customer service.
Establish trust and credibility with suppliers and internal teams to foster strong relationships and facilitate successful procurement partnerships.
Ensure compliance with procurement policies and guidelines while promoting transparency and efficiency in the procurement process.
Utilize technology and data-driven decision-making to enhance customer service, optimize procurement strategies, and identify trends and opportunities for improvement.
Learn best practices for handling complaints, acknowledging concerns, and implementing prompt resolutions to maintain stakeholder satisfaction.
Develop conflict resolution skills to address disputes and challenges effectively, minimizing potential negative impacts on the procurement process.
Implement continuous improvement strategies to monitor and evaluate procurement performance, incorporating feedback and learnings to drive better outcomes for the NHS and its patients.
Apply the skills and knowledge gained in this masterclass to daily procurement activities, fostering a customer-centric approach to deliver exceptional customer service in the NHS procurement sector.
