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Management Development
for Service Excellence
Customized to your needs and
realities |
#1: From Provider
to Patient: Lessons Learned
Wendy Leebov has worked as healthcare culture change agent,
consultant and author for 20 years. Her mission: To advance
the quality of compassion, responsiveness and service that healthcare
providers extend to patients and their families. When Wendy
was diagnosed with breast cancer, she found herself experiencing
healthcare from a starkly different perspective. In this presentation,
Wendy shares her experiences as a patient and what she believes
to be the profound implications of these experiences for healthcare
providers intent on providing top-notch, compassionate service
to patients and families. Highlights include:
- The transforming experience of becoming the patient
- Knowing what she knows now, her wish list for leadership
strategies that will result in a compelling, satisfying customer
experience.
#2: Staging Five-Star Customer Experiences
As we move from the service to the experience economy, patients/customers
want extraordinary experiences in their interactions with
healthcare organizations and people. This program moves managers
to become “producers” of great service performances.
- Manager as “producer”
- The factors that make experiences compelling
- Using service mapping to design great performances
- Building a team culture that inspires dynamic team
performance
#3: Service Excellence—Reaching
the Next Level
Especially in today’s environment of pressure and stress,
the quality of service to patients and other customers requires
ongoing attention, care and creativity. Wendy Leebov identifies
strategies that move organizations, specific services and
people from “good” to “great” in service
quality. Strategies relate to:
- Hiring for impressive customer service
- Designing high standards into the everyday service cycle
- Removing barriers so staff can serve customers
Maintaining your service focus in an atmosphere of hard
work and multiple demands
- Harnessing the power of simple “breakthrough objectives”
#4: Patient Satisfaction by Design
Since greatness doesn’t happen by accident, the speech
or workshop presents a powerful do-able approach to patient
experience design and improvement. Highlights:
- The anxiety-reduction approach to service improvement
- The service mapping process
- Designing and putting into practice key words at key times
- Coaching staff to achieve and sustain excellent service
performance
Also modular leadership development programs that go into
greater depth….
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