Popular Presentations

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You'll Have Them at "Hello": Phone skills that WOW

Phone communication is often the first part of the patient experience. Over the phone, it takes just seconds for your patients to develop an opinion about your staff’s care, knowledge, and willingness to help—areas you can’t afford to be downgraded by your consumers. And in today’s value-based purchasing environment, your patients’ perceptions of these first impressions mean everything.

What will you learn?

• How telephone experiences can make or break the first impression and build loyalty

• The five essentials of a great phone encounter
• Hiring, training, coaching, and performance appraisals with your frontline phone staff
• Gold standards to uphold for every current and future phone encounter (reflections of company-wide customer service standards)

Skill-building workshop: 2 hours
Recommended participant maximum: 20

Handling Difficult Calls

A consistently positive patient experience means consistently positive scores. And on the phone, consistency is integral to maintaining happy customers and their continued business. This session instructs staff about how to handle phone encounters with difficult situations, when their organization’s reputation is on the line.

What will you learn?

• How to handle common difficult call scenarios

• Understanding a difficult call from the caller's perspective

• Understanding a difficult call from the attendant's perspective

Skill-building workshop: 2 hours
Recommended participant maximum: 20

Maintaining Quality: Supervising great phone encounters

Many of your organization’s first impressions lie in the hands of your phone staff. Ensuring quality communication and service in every encounter is vital to building loyalty among your customers. “Maintaining Quality” provides the best instruction for phone staff managers and directors in charge of upholding an attentive, caring phone staff.

What will you learn?

• Quality assurance and control

• How to set service standards for your staff

• Tips for training and orientation that stick

Skill-building workshop: 2 hours
Recommended participant maximum: 20

Quality through the Eye of the Beholder

Every encounter with your customers should build trust in your organization, yet countless prime opportunities end up eroding patient trust when employees make certain comments or simply don’t engage the patient with the right words and actions at the right times. Knowing how your customers gauge quality and being able to identify specific moments of truth will help you build a loyal following and reap greater personal satisfaction in your work.

This fast-paced, fun session will help you see your organization through your customers’ eyes. You’ll identify critical moments of truth and determine small steps that will help you make great strides toward service excellence.

What will you learn?

• How to identify opportunities for enhancing the customer experience
• How to use an experience-mapping exercise to compare patient expectations
• How to link the customer experience to organizational mission, vision, and values

Skill-building seminar: 2 hours

From Florence Nightingale to Nurse Ratched...

...and everything in between. The nurse's role in patient satisfaction is pivotal. As those in frequent communication with patients, nurses truly are the keepers of the patient experience. In this presentation, nurse audiences will learn the value of providing great service to their patients and better understand how they can help guide and plan for consistently positive patient experiences.

What will you learn?

• What the "patient experience" means
• Service's impact on HCAHPS scores
• The importance of rounding
• G.R.E.A.T. Communication tool

Skill-building seminar: 1 hour

Reclaiming Your Personal Passion for Nursing

"Reclaming Your Personal Passion for Nursing" has been adapted from Kristin Baird's bestselling book. This presentation reminds all nurses of the value and deep history of their profession, as well as the challenges and rewards that come along with being a nurse.

What will you learn?

• The power of nursing
• How to appreciate every encounter
• How to connect with patients and create memorable experiences

Skill-building seminar: 1 hour

Making the Grade: The nurse's role in shaping the patient experience

Nurses are pivotal in shaping the patient experience, yet many may not see how it's the small things that make or break the experience and resulting satisfaction scores. This presentation is designed to help frontline nurses understand healthcare from the patient perspective and master techniques for engaging patients and their families.

Skill-building keynote: 75 minutes

Skill-building workshop: 2 hours