World-Class Service Excellence: 90 Ideas in 90 Minutes!

Date/Time: 01/24/2019, 3:00 pm - 4:30 pm

Provider: FHPCA

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10:00 am – 11:30 am HST
11:00 am – 12:30 pm AKT
12:00 pm – 1:30 pm PT
1:00 pm – 2:30 pm MT
2:00 pm – 3:30 pm CT
3:00 pm – 4:30 pm ET


Learn tips, tactics, and techniques that create positive patient, client, and staff experiences in this fast-paced session.  Creating these positive experiences begins within the organization’s culture.  You will learn practical ways to change your agency’s culture by implementing Kaiser Permanente’s The Four Habits Model – Invest in the Beginning, Elicit the Patient’s PerspectiveDemonstrate EmpathyInvest in the End.  This webinar will review successful programs and initiatives – both big and small – using this proven model to help your organization achieve world-class service excellence!

Continuing Education: Attendance verification for CE credits upon request



  • Increase positive word-of-mouth commentary about your organization with one immediate action
  • Avoid expectation gaps with tools that elicit a person’s important needs
  • How to extend caring beyond the in-person encounter
  • Website enhancement for better client and patient experiences
  • Practical ways to improve communications for the hearing impaired
    • Sample social media scripts to increase stakeholder engagement
    • Tools for eliciting needs and preferences
    • Four Habits annotated bibliography
    • Useful websites with examples to adapt to your organization
    • 20 best questions to ask applicants in a job interview



“How to Soothe, Smooth & Improve Difficult People”
on Thursday, October 3, 2019


This informative session is designed for leaders who want the best possible patient, client, and staff experiences in their organizations.

PLEASE NOTE: Webinar content is subject to copyright and intended for your individual organization’s use only.




Photo Susan Keane Baker

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