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MANAGEMENT

MGR100 – Customer Service and Health Care

Purpose: To improve customer service in health care. Objectives: Upon completion of this course, the participant will be able to: 1. Define customer service; 2. Identify the customer; 3.Differentiate between customer service and customer-driven service; 4. Discuss components of and strategies for delivering exceptional customer service and how it relates to quality care; 5. Develop actions to improve and enhance listening skills to improve customer service; 6. Explore ways to value the employee(s) who exhibit(s) exceptional customer service commitment. 7. Recognize the impact of exceptional customer service on market share/customer retention in the competitive business environment. 8. Define the relationship between the customer (patient) and the role of the nurse or other health care provider in customer service. Continuing Education Credits: 1.5 contact hours Iowa BON #335; 1.5 contact hours CA Board of Nursing CEP 14033; 1.5 contact hours CE Broker # 50-4572 Florida and District of Columbia; 1.5 contact hours for Social Work State of Illinois Department of Financial and Professional Regulation. License No. 159.001315; 1.5 contact hours for Physical Therapy State of Illinois Department of Financial and Professional Regulation. License No. 216.000284; 1.5 contact hours for Occupational Therapy State of Illinois Department of Financial and Professional Regulation. License No. 224.000164; 1.5 CE hours for certified nursing assistants; long term care department heads; and other health care disciplines.