No Excuses for Excellent Customer Service
February 19, 2002
3:00 - 4:30 p.m. Eastern
2:00 - 3:30 p.m. Central
1:00 – 2:30 p.m. Mountain
12 noon -1:30 p.m. Pacific
SHCA is pleased to offer "NO EXCUSES", our first telephone conference
for 2002. Customer service professionals in high customer-contact positions
who want to recover from customer service breakdowns between customers
and co-workers, this session is for you! Cathy Stouffer, Patient Advocate
at The Monroe Clinic is our presenter. Cathy will assist participants in
identifying and assessing your people network; in enhancing your mode of
communication; demonstrating active listening skills; identifying characteristics
of constructive feedback; and encouraging constructive feedback.
And the best part is you can hear Cathy from the privacy of your office--traveling
required. Members pay one low fee and can invite as other hospital personnel
to join. Coordinate the conference with other departments with direct patient
contact--volunteers, food service, nursing, etc., and pay only one low
site fee
Customer service professionals in high customer-contact positions, who
want to recover from customer service breakdowns between customers and
co-workers, this session is for you!
Cathy Stouffer will assist participants in the following areas:
-
identifying and assessing your people network
-
in enhancing your mode of communication
-
demonstrating active listening skills
-
identifying characteristics of constructive feedback
-
encouraging constructive feedback
Due to all the financial and manpower constraints in healthcare, Cathy
Stouffer believes that we must be serious about providing patients with
the tools they need to make safe medical decisions. To do so, we need to
educate staff to assist patients through the health care maze. With the
information shared with you during this conference, you will be able to
offer your co-workers the skills needed to be good advocates and assist
your patients in being better healthcare consumers.
Who should attend?
Any employee who has direct patient care and is involved in total patient
satisfaction.
Why a Telephone Seminar?
Convenient and time saving. No travel time and expenses at all!
Just call in from your office or anywhere there is a touch-tone phone to
hear and participate in this important seminar. With site pricing (see
tuition information), you can invite other listeners to your office--save
money and discuss these important issues.
Interactive and fast-paced. The speaker’s interaction with you,
the listener, will make this program enjoyable and you can ask questions
from wherever you are. (Touch-tone phone required.) For more information
on other educational programs, please visit the web site at http://www.shca-aha.org/events.asp
How to Register
You may register on-line at http://www.krm.com/regonline/shcvcregs.nsf/shc6787-0.
You won’t want to miss this opportunity!
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