World-Class Service Excellence: 90 Ideas in 90 Minutes!

January 24, 2019 @ 10:00 am – 11:30 am

More information

Learn tips, tactics, and techniques that create positive patient, client, and staff experiences in this fast-paced session.  Creating these positive experiences begins within the organization’s culture.  You will learn practical ways to change your agency’s culture by implementing Kaiser Permanente’s The Four Habits Model – Invest in the Beginning, Elicit the Patient’s Perspective, Demonstrate Empathy, Invest in the End.  This webinar will review successful programs and initiatives – both big and small – using this proven model to help your organization achieve world-class service excellence!

Continuing Education: Attendance verification for CE credits upon request


  • Increase positive word-of-mouth commentary about your organization with one immediate action
  • Avoid expectation gaps with tools that elicit a person’s important needs
  • How to extend caring beyond the in-person encounter
  • Website enhancement for better client and patient experiences
  • Practical ways to improve communications for the hearing impaired
  • Sample social media scripts to increase stakeholder engagement
  • Tools for eliciting needs and preferences
  • Four Habits annotated bibliography
  • Useful websites with examples to adapt to your organization
  • 20 best questions to ask applicants in a job interview

This informative session is designed for leaders who want the best possible patient, client, and staff experiences in their organizations.

PLEASE NOTE: Webinar content is subject to copyright and intended for your individual organization’s use only.

Susan Keane Baker, MHA