Home care in Appleton, WI

  • 35 Park Place
  • Suite 100
  • Appleton, WI 54914

July Appleton CE Event - Healthcare Customer Service

July 11th, 2019

Understanding Your Customer: Exceeding Expectations

Presented by Sara Terry, Senior Vice President, Resident and Family Engagement

Providing customers with a positive experience in a healthcare setting can be challenging. The majority of healthcare organizations work hard to meet the basic level of service standards demanded by their patients, governmental regulations and the marketplace. However, when it comes to the experience of the patient, the difference between the basic level of service and delivering it at a level of excellence can be vast. Despite the challenges, exceeding the expectations of the customer can be improved by making simple changes to the current service delivery model in healthcare organizations. This presentation will discuss strategies for developing a culture of exceeding customer expectations, including effective communication and teamwork while fulfilling the needs and wants of our customers.

Following this presentation the participant will be able to:

• Identify and understand the challenges for healthcare staff
• Interpret policies and procedures in healthcare that support customer satisfaction
• Comprehend the impact of effective communication and support of the customer
• Identify what a culture of exceeding customer expectations looks like

Date:  Tuesday, July 16, 2019
Time:  12:00 - 1:00pm
Location: 35 Park Place, Suite 100, Appleton, WI

RSVP: bthompson30@brookdale.com / call (920) 659-2428
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