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Customer Service through the Eyes of the Patient

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February 26, 2008
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Participants of this class will be able to:

? Identify service challenges in the healthcare workplace.

? Model appropriate service recovery behaviors.

? Develop organization-wide standards which assist employees in maintaining an appropriate service environment.

? Utilize opportunities to create positive and memorable service experiences.

? Discuss key words and actions which make a difference in real or perceived service failures.

? Develop key improvement processes that enable staff to become ?service ambassadors.?

? Review accountabilities of ?service ambassadors.

? Utilize rounding to impact organizational customer service satisfaction.

? Use feedback to solicit input from all staff members.

.325 CEU?s

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Hospice of the Upstate - Sadler Center Conference Rm
1835 Rogers Road
Anderson, South Carolina 29621
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Pam Cox