Training that Sticks is More than a One-time Event

Posted by Kristin Baird

It’s not at all uncommon for me to hear healthcare leaders expressing concern about how their customer service training has not helped move the needle on their patient experience and resulting scores. But more often than not, when we drill down to learn more about their past trainings, we find that they weren’t designed to stick. They were designed as special events rather than an extension of the brand, mission, vision and values.

On July 11 at noon CT, I’ll be sharing important insights into how to make your customer service training stick. There are 4 distinct elements that will help you accomplish your goals. I’ll also be talking about how to engage your physicians in training to improve the patient experience. I hope you’ll join me.

I’ll be talking about how to make the training personal, meaningful and tied to your brand. I’ll also be sharing some insights about how to get your providers engaged in training. After all, they have a unique set of needs, and unless those are addressed, you risk alienating them and your training will get a bad rap.

If training is part of your patient experience improvement strategy, don’t miss this webinar. I hope to “see you” there.

  1. Is Your Mission a Plaque or a Pledge?
  2. Customer Service is Mission-Critical
  3. It Depends – 2 Words that Kill Your Brand
  4. Coach, Mentor & Model Service Behaviors
  5. Training is Just the First Step

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