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Patients have more choices than ever in where to go for their healthcare needs. Differentiating your service is the key to creating loyal patients. The delivery of exceptional service should be viewed as a way of life within an organization. Excellent service doesn't just happen, it must be planned and managed if it is to be delivered consistently. This means ingraining it into the fabric of the organization so that it becomes known that service excellence is "how we do business." To do this, a Service Philosophy and Service Standards need to be established so all employees know the expectations of how to deliver great service. The patient experience must be orchestrated to ensure all opportunities to create exceptional and memorable moments will happen consistently. This webinar will identify the actions needed to structure a culture of service excellence and build strong patient loyalty.
Participants will learn:
Customer service expert Teri Yanovitch has been on the frontline of the customer experience for more than three decades. Author of the acclaimed "Unleashing Excellence - The Complete Guide to Ultimate Customer Service", she is a former customer service ambassador for the Walt Disney Company (a gold standard in customer service). She is also a former regional trainer of the southeast U.S. for the Hertz Corporation and is widely regarded as a leading authority in the field. Teri's passion is to engrain service excellence into the fabric of the organization so that every employee understands customer service is not an either/or proposition, nor an add-on to their job, but it IS their job.
Combining a memorable customer experience with giving the customer what was promised, is a winning combination that Teri honed while working with the noted guru of quality management, Philip Crosby, and her years as a keynote and seminar speaker at the Disney Institute.
Teri has helped many healthcare organizations over the years apply the best practices of exceptional service to achieve their goals in patient satisfaction. Recognizing the patient has many choices of healthcare providers in today's world, the competitive edge and differentiator has come in the patient experience.
Please use the following form to register for this webinar. You will receive an email confirmation shortly after you complete the registration.
If you are unable to register online or do not receive your confirmation email after registering (don't forget to check your Junk email folder), please contact our Registration Desk at 866-872-5840. You can also contact us by email
Cassling, founded by Bob Cassling in 1984, is an Advanced Partner with Siemens Healthineers. As a family-owned company, we're dedicated to strengthening healthcare in local communities.