Customer Relationship Management in Transfusion Services and Donor Centers
Program Code: 304-QE
Monday, October 25, 2004
8:30 AM to 10:00 AM (ET)

SPEAKERS
Janice Johnson, MEd., Advantage Training and Development

DESCRIPTION
During this practical session, the speaker will describe what it means to be a "customer-focused" organization from three perspectives: mission, processes and people. The emphasis is on finding new opportunities to achieve organizational goals, building lasting customer relationships and managing employees to ensure high quality and consistent service. Participants will learn proven approaches used by today's top service organizations and the keys to sustaining and growing donor and patient services.

OBJECTIVES

• Describe customer service as a system involving the mission, processes, and people of the organization
• Identify the goal of service to meet or exceed customer expectations over time
• Implement ways to increase customer focus throughout the service system
• Identify the best practices in managing service excellence
• Assess the customer service system including the approach of providing customer service in your organization

AUDIENCE
Technologists, Nurses, Managers/Supervisors

PROGRAM LEVEL
Intermediate