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Services Offered by
Wendy Leebov |
| Specialties |
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Compelling
Speeches |
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- On-site programs and teleconferences for distance learning
- Inspirational, substantive
- Tailored to your priorities
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Popular Speech Topics |
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- Getting a Grip: Personal Coping Strategies for Managers Running
Ragged
- The Indispensable Health Care Manager
- Service Lessons Learned from My Patient Experience
- What’s Good about Now?
- Staging a Five Star Patient Experience
- Hard Times Management
- Working Happy
- Leading the Way to Service Excellence
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Retreats
and Facilitation |
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- Leadership team-building and development
- Co-design: Planning and alignment with mission, vision, values,
and strategic direction
- Dialogue processes related to organizational strategy and change
- Board education and planning
- Large group visioning and strategic planning
- Appreciative inquiry—an exciting, absorbing approach to
planning that builds on the organization’s positive stories
and strengths
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Service
Excellence
and Impressive Customer Service |
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Goals |
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- Produce customer experiences that achieve a sustainable competitive
advantage
- Help you keep your customer promises with internal and external
integrity
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Motivational Speeches and
Workshops,
For Example-- |
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- Service Lessons from My Patient Experience: Learning from personal
experience with breast cancer, Wendy identifies new priorities
for service quality improvement.
- Staging a Five Star Patient Experience: As we move from the
service economy to the experience economy, patients/customers
want extraordinary experiences in their interactions with healthcare
organizations and people. This speech moves managers to become
“producers” of great service performances
- Leading the Way to Impressive Customer Service: This mobilizes
managers to embrace their essential role in providing consistently
impressive service to customers
- Patient Satisfaction by Design: Since greatness doesn’t
happen by accident, this speech presents a powerful do-able approach
to patient experience design and improvement.
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Strategy Planning and Consulting |
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- Planning boost with targeted teams
- Strategy audits with fresh eyes
- Customized processes to produce focus, clarity, structure, plans
and accountabilities
- Periodic check-ups
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Role development for executives,
managers, and supervisors |
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Customer service stratigies
for nurses |
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Coaching, retreats, workshops,
toolkits, and ongoing support |
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Depth Tactics/ Follow through |
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- Customer service certificate program
- Awareness campaigns and web/intranet refreshers
- Toolkits, training plans, meeting designs
- Powerful employee recognition approaches
- Refreshers for frontline staff
- Breakthrough objective strategies to:
- Build employee empathy
- Enhance interdepartmental/internal customer relationships
- Improve explanations to patients/customers
- Improve first and last impressions
- Reduce patient anxiety
- Customized scripts and protocols and hands-on Scripting Clinics
- Service improvement with specific service lines
- Startup strategies for impressive customer service in new care
centers
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Distance Learning/Teleconferences |
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Books and Tools |
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Achieving
Impressive Customer Service: 7 Strategies for the Health Care Manager
Service Savvy Health Care One Goal
at a Time
Service Quality
Improvement: The Customer Satisfaction Strategy for Health Care
For Frontline Staff -- (the
iUniverse series) on Customer Service Skills
Service
Excellence: Customer Service Strategy for Health Care |
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Leadership
Development Services |
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Purpose: Mobilize
your team to work together and perform with leadership, energy, focus,
acumen and results |
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Services |
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Books and Tools |
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The
Indispensable Health Care Manager
Health
Care Managers in Transition
Service
Savvy Health Care
Achieving
Impressive Customer Service |
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Employee
Retention and Quality of Work Life |
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- Retention audits and planning
- For nurses: Soul-full Work -- a powerful process that taps
the power of personal stories for staff recruitment retention
and renewal
- For managers: Getting a Grip - Personal Coping Strategies for
Managers Running Ragged
- Workshops for managers and supervisors as your chief retention
officers
- Services to heighten employee alignment, such as:
- Organization development support during far-reaching cost
reduction and quality improvement initiatives
- Culture assessments
- Employee communications design and reorientation to changing
management roles
- Scripting for executive communication strategic plan and
priorities
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Qualitative
Research |
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- Revealing, actionable employee surveys using focus group methods
- Focus groups to test new/expanded services, solicit customer
feedback and guide priorities and plans
- Culture assessments
- Input-gathering for strategy planning
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Writing to
Meet Your Specific Needs |
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- Clear, lively, reader-friendly writing
- Awareness-raisers for employees via hard copy, intranet or web
- Customized scripts/protocols that impress customers while making
employees shine
- “How-to” management toolkits
- Customized training plans, manuals and facilitator guides
- Employee communications of all kinds (e.g., mission and values
alignment, bad news communications, employee update scripts, newsletters,
employee manuals)
- You name it
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Human Resources
Solutions |
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- Performance management methods and skill-building
- Coaching and scripting for workforce reductions: Tools to support
executives, managers and staff
- Leadership and supervisory development
- Nurse retention strategies
- Employee manuals and benefits booklets that attract and inform
current staff and prospects
- Recognition strategies that employees appreciate; training for
managers
- Scripts, awareness campaigns and newsletters that keep employees
in the loop and foster alignment with strategic direction
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