Unleashing Excellence
Program Code: 229-A_CEO
Sunday, October 24, 2004
2:00 PM to 5:30 PM (ET)

SPEAKERS
Teri Yanovitch, T.A. Yanovitch, Inc.
Peter DeGraaff, National Blood Authority

DESCRIPTION
Everything your customers see, hear and touch impacts their experience. Delivering the ultimate in customer service requires careful planning and design of the entire customer experience. In a culture of service excellence, the delivery of outstanding service is not viewed as an exception or add-on, it is recognized as the "way we do business". This program identifies a model and leadership actions necessary to create and sustain a culture of exceptional service delivery.

OBJECTIVES

• List the key points of contact that make or break the customer experience
• Describe a model for ensuring consistency in elevating the customer experience from ordinary to extraordinary
• Identify the leadership actions necessary to execute the vision of delivering excellence in service

AUDIENCE
Nurses, Managers/Supervisors, CEOs/CFOs

PROGRAM LEVEL
Intermediate