When the Circle of Service is Unbroken: Creating a Culture & Building the Team That Delivers on the Promise
Date/Time: 03/18/2014, 12:00 am - 4:30 pm
Provider: Florida Hospice & Palliative Care Association
What happens in your hospice organization when a service breakdown occurs? Handoffs, denials, and workarounds? Is your team tired of apologizing to customers? Learn how to assess and design a customer/patient-focused culture that incorporates operational processes, hiring, training, engaging the right talent, and building service techniques and systems to manage customer breakdowns. This webinar will reinforce the positive role staff can play in delivering on your promise and how you can sustain the gains.
HIGHLIGHTS
- Create a “readiness score” by assessing and identifying the customer culture at all levels within your organization
- Develop a customer culture that builds a brand identity and supports your marketing efforts
- Critical elements around hiring, training, and retaining the right talent for your culture and promise
- Repurpose the context and value of the issue-management process and operation’s role by creating accountability and partners
TAKE-AWAY TOOLKIT
- Sample culture assessment tool
- “How to” suggestions for building the culture
- Staff recruitment and retention ideas
- Sample issue-management process
- Sample scripting tools and techniques for handling difficult customer situations
- Website toolkit for additional support tools
WHO SHOULD ATTEND?
This informative session is designed for directors, managers, supervisors as well as frontline employees.
MEET THE PRESENTERS
Carolyn Merriman, Corporate Health Group
Laurie Slater, Corporate Health Group
