BEGIN:VCALENDAR VERSION:2.0 PRODID:-//jEvents 2.0 for Joomla//EN CALSCALE:GREGORIAN METHOD:PUBLISH BEGIN:VTIMEZONE TZID:America/Los_Angeles X-LIC-LOCATION:America/Los_Angeles BEGIN:DAYLIGHT TZOFFSETFROM:-0800 TZOFFSETTO:-0700 TZNAME:PDT DTSTART:19700308T020000 RRULE:FREQ=YEARLY;BYMONTH=3;BYDAY=2SU END:DAYLIGHT BEGIN:STANDARD TZOFFSETFROM:-0700 TZOFFSETTO:-0800 TZNAME:PST DTSTART:19701101T020000 RRULE:FREQ=YEARLY;BYMONTH=11;BYDAY=1SU END:STANDARD END:VTIMEZONE BEGIN:VEVENT UID:0ad30cde3bc50d83afb4ef9b8e3fd9e1161 CATEGORIES:Live Webinar SUMMARY:HHWN: Telephone Rapport: Applying Bite-Sized Skills for Big Results DESCRIPTION:
10:00 am – 11:30 am HST
11:00 am – 12:30 pm AKT
12:00 pm – 1:30 pm PT
1:00 pm – 2:30 pm MT
2:00 pm – 3:30 pm CT
Lookin g to significantly improve patient experience? Customer service and satisfa ction start with the first phone call. Ensure staff are connecting with cus tomers and exemplifying the agency’s mission with every call. Learn bite-si zed skills that can be implemented quickly and effectively for big results.
Jennifer calls two healthcare organizations seeking info rmation. Her impression of the first organization is that they are attentiv e, competent, and ready to help. The second organization feels indifferent, unfriendly, and abrupt. This impression was formed from a single phone cal l. Poor telephone behaviors – whether systemic or interpersonal – reduce ac cess and could be a top branding issue. Healthcare providers have less to f ear from competitors offering the same services than from indifference on t he part of a team member. To be fair, telephone rapport can be difficult to accomplish because calls tend to be transactional. This webinar will cover bite-sized skills that can be implemented quickly and result in significan tly better patient experiences.
How can you sustain the gains implemented as a result of atte nding this webinar? You can't observe every telephone call. The solution is a peer coaching program to reinforce agency standards throughout the year. A peer call coaching program is the most effective way to sustain positive call behaviors and customer satisfaction. By the end of this webinar atten dees will have a simple, ready-to-implement program.
Attendance certificate provided to self-report CE credits.< /span>
This informativ e session is designed for team members involved in the patient experience. It will benefit call center managers, leaders, and managers responsible for customer service staff, training managers, HR personnel, referral and inta ke staff, and anyone who wants to improve their customer service phone skil ls.
This webinar is available exclusively through the Hospice & Home Care Webinar Network.
PLEASE NOTE: Webinar content is subject to copyright a nd intended for your individual organization's use only.