Strive for 5 Forum: Creating a Positive Customer Experience8/30/20189am3:15pm
Venue
Phoenix, AZ 85008
Register
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