Elevating service standards at National Children’s Hospital through customer service training

In an effort to continuously improve service quality for patients and their families, the National Children’s Hospital has recently partnered with Viettel Customer Service to organize a specialized training program for front-desk staff, outpatient receptionists, and IT personnel.

Speaking at the opening ceremony, Dr. Cao Viet Tung, Deputy Director of the National Children’s Hospital, emphasized that a spirit of dedicated service is a vital foundation for the hospital’s sustainable development.

“We hope this training will go beyond a single course and be expanded to all staff members in the near future. At the same time, we expect our employees not only to enhance their customer service skills but also to spread the mindset of ‘Patient Experience = Customer Experience’—viewing patients and their families as special customers in the healthcare sector, thereby contributing to a better hospital experience,” he said.

The training program focused on practical topics such as professional standards for reception staff, communication and situation-handling skills, raising awareness of the human-centered role of the reception profession, as well as hands-on exercises and real-life role-playing scenarios.

A representative of Viettel Customer Service noted that the program marks the beginning of a long-term partnership between the two organizations. In the future, Viettel Customer Service will continue to accompany the National Children’s Hospital with IT and service solutions, working toward the shared goal of enhancing the overall experience for patients and their families while spreading human-centered values in healthcare services.

With more than 20 years of experience in customer service, Viettel Customer Service currently provides an ecosystem of innovative services and technology solutions that help organizations and enterprises elevate customer experience and drive digital transformation across various sectors, including healthcare.