Level 1 Overview is at Top Tab
Level 2 Workshops – White Belt Training for Leaders/Manager
Building Excellent Customer/Patient Experience – Customer and/or Patient Experience has become the newest approach to good old customer service. Within HealthCare, often we forget that “Care” is the name of the game. It extends deeper than providing health advice and procedures, it is the relationship building part that ultimately drives demand for our service. Care leads to a viable business and the “R” word “Revenue.” During this set of workshops, Craig will introduce and show you how to build a culture of excellent customer service based on the Three Phases and Five Attitudes of Building an Excellent Culture of Service which is one of his Seven Attributes of Excellent Management.
Leadership Learning Objectives for Phase One – Before the Visit
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Professional Attitude – Building Infrastructure, Core Competences, and Grace
- Strategic Cycle (From Raving Fans)
- Decide What You Want to Provide (Products and Services)
- Decide How You Would Want those Products and Services Provided to You
- Ask the Customer How They Want Those Products and Services Provided to Them
- Do THAT and Continuously Improve
- Building and Continuously Improving Cycle
- Building Internal-Customer Service (Can’t Treat Others Well if We Don’t Treat Each Other Well)
- Build Excellent Processes and Systems by Continuously Improving
- Knowledge Cycle
- Decide on the appropriate core competences and build those
- Train and keep critical skills in front of everyone
- Attitude of Grace and Mercy
- Strategic Cycle (From Raving Fans)