Next Gen Patient Experience 2014 (past event)
December 02 - 04, 2014
Contact Us: 1.888.482.6012
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Liz Jazwiec, RN
Author
Service Excellence Is As Easy As PIE (Perception Is Everything)
Day 2
Wednesday, March 12th, 2014
16:40 Guest Speaker: Perfecting Perception - Making Service Excellence Easy
Sure, everyone wants to build a culture in which inspired employees create excellent customer experiences as a matter of routine…but how do you do it? Liz moves beyond the “what” and “why” of satisfaction and focuses on creating excellent experiences. She starts the conversation by clearly laying out the difference between quality and service and how they both play an essential role in defining the “experience.” We know that people expect quality but evaluate their experience based on their perceptions. Participants will learn essential techniques of how to manage and enhance the perception of the services they deliver. Liz will then walk you through the steps of connecting improved perceptions to “always” in order to create excellent service experiences.
Objectives:
• Explain difference between results and
impressions
• Describe the importance of people’s
perception
• Acquire specific strategies
to improve impressions and perceptions