◂  August 2018

Strive for 5 Forum: Creating a Positive Customer Experience
8/30/20189am3:15pm

Published by: ellyadmin

Venue

Phoenix Airport Marriott
1101 N. 44th Street,
Phoenix, AZ 85008

Register

Fee: $165 Member/$235 Non-member

Contact

Brittany Page
6022655331

Creating a Positive Customer Experience

Providing a positive customer experience is an important part of caring for residents in each long term, post-acute, and assisted living center. Exceeding expectations of residents and family members can pose a difficult challenge. This forum will provide all attendees with real takeaways to promote a positive customer service culture, help deal with difficult family members, resolve complaints, and much more. Customer service experts from around the country will be presenting at this impactful event. With CMS threatening to make customer satisfaction part of the Five Star Rating, it is now more important than ever to attend this training.

Registration for this event is closed.

Click here to view the brochure.

To download the handouts, click here

Agenda:

9:00-10:30am Discovering Customer Experience: It is Not a Mystery

Martie Moore, RN, MAOM, CPHQ, Chief Nursing Officer, Medline Industries, Inc.

10:30-10:45am Break

10:45-12:15pm Why People Complain & What to do About it

Mary Tellis-Nayak, RN, MSN, MPH, Vice President, Quality Initiatives, NRC Health

12:15-1:00pm Lunch

1:00-2:00pm Creating a Service-Driven Culture

Meagan English, Executive Coach, Meagan English Coaching

2:00-3:00pm Elevate the Employee Experience

Brady Carlsen, MBA, Vice President, Business Development, Pinnacle Quality Insight (handout available after the forum)

3:00-3:15pm Questions and Answers

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