Catalog Number : aglb1871
Title : Creating Service Excellence
Speaker : Lou Benson

Webplay Recording Date : 9-27-2016
Webplay Price : $ 150 for two weeks viewing

Webinar Overview: 

Service excellence is critical to patients, their loved ones and other customers choosing you. Service excellence does not happen by accident. It is the result of purposeful design by leaders who are committed to serving the patient, their families and your other customers.

Service excellence starts by placing the patient and your other customers first. You then have to communicate that concept to your team and hold them accountable. This session will give you a how-to guide to educate and enroll your team in service excellence.

Service excellence is more than "just being nice" or "just saying 'yes'." As the leader you identify whom your team will serve and then define their core needs and desired wants. During this session you will learn how take this knowledge to develop strategies to accomplish service delivery that will WOW! your patients and other customers.

We recognize that service excellence is a collaborative effort between you, your team and other internal partners. We will give you practical tips to foster cooperation to achieve service excellence. In today's competitive healthcare market patient satisfaction with service and care is the difference between success and failure.

Webinar Objectives:

• Generate team enthusiasm for service excellence
• Define core needs and uncover hidden wants by your patients and customers
• Develop standard operating procedures to deliver consistent exceptional service
• Foster improved internal collaboration for shared service excellence

Target Audience: 

Front Line Supervisor, Managers, Department Directors, CEO, CFOs, CMO, CNO and Leaders in PI or Quality Departments

Contact Hours:

• Nursing participants: Instruct-online has approved this program for 1.8 contact hours, Iowa Board of Nursing Approved Provider Number 339.
• All other participants: Must attend the entire Webinar and complete a Webinar critique to receive a 1.5 Hour Attendance Certificate for each program.

Completion of offering required prior to awarding certificate.

Full tuition is refunded immediately on request if the participant has not been sent the program materials and instructions. Once the instructions (including access codes) have been sent, a full refund will be issued only after the program runs and it is verified that the participant did not access the program.