This program helps develop individual and team customer service skills for consistent delivery to residents, their families and the community. Service Excellence in Healthcare helps create a consistent service standard within the organization and provides businesses with flexible program delivery and the opportunity for customization.

Program At A Glance

1. Service in Healthcare
• Understand who the customer is, and the benefits of service excellence
• Identify service enhancers
  
  
2. Commitments
• Appreciate the importance of a first impression when serving a resident or family member
  
• Identify the 3 commitments that are the basis of service excellence
3. Service Strengths
• Identify your service strengths
• Determine how you can build upon your service strengths and contribute to the team
  
  
4. Teamwork
• Identify the benefits of teamwork to: you, your team members, your residents, your residents’ families
• Define the key components of a great team
  
  
5. Communication
• Describe the 3 parts of the communication process
  
• Identify steps to effective listening
6. Challenges
• Recognize the 3 types of “difficult” people
  
• Apply a 5-step communication process to pressure situations
7. Now It’s Up to YOU
   • 5 key commitments for service excellence in Healthcare
     
   • Go the extra mile

Who Should Attend

• Caregivers
  
• Front line staff
  
• Supervisory staff
  
• Management

Session Details

• One (1) day session (7 hours)
  
• Between 15-20 participants
  
• Interactive format
  
• Take-away manual
  
• Certificate of Recognition, and lapel pin upon completion

Contact us to book your session!