Customer Service: Creating a Culture of Excellence – St. Louis

Date(s) - 06/22/2017
9:00 am - 3:30 pm
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Garden Villas



Target Audience: NHA, RN, LPN, AD, OT, PT, RD/DTR, SW
CE Approved: NHA (5 hours; Administrative)
Program: Registration 8:30 a.m., Program 9 a.m. – 3:30 p.m. , Lunch 12 – 1 p.m.

Purpose: To teach participants the skills and tools necessary for excellent customer service, connect how their verbal and non-verbal communication in addition to their actions affect their success, and build employee sensitivity when working in the home of their customers.

1.  Define 7 qualities of a culture of customer service excellence.
2.  Identify ways to turn a “Can’t” into a “Can” to solve problems.
3.  Overcome 4 common barriers employees encounter that may sabotage a positive working relationship with their customer.
4.  Demonstrate effective message delivery techniques used in customer service excellence.
5.  Identify 3 useful tools to build employee sensitivity toward their customers.

Speaker: Angela Keeven, LMSW, LNHA, OwnLiving, LLC, St. Louis, Missouri


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