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Refreshers for Frontline
Staff
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| This 30-60 minute session focuses
on one important thing—the need to imagine what excellence
looks like in your everyday, repetitive interactions with patients
and other customers. Drawing on attendees everyday situations
(meeting and greeting, handling a complaint, explaining a billing
question, etc.), I engage the group in defining the behaviors
and language that would merit an “excellent”, not
“acceptable” rating by patients and other customers. |
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