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Summary: Customers evaluate us using a hospitality model, not a medical model. Because of this dissonance in expectations, we experience treatment and communication challenges. Understand how your customers evaluate you and your practice using their measurements, not yours. In addition, unhappy customers sue so service is your greatest risk management strategy.
Speaker: Mardy Chizek, MBA, BSN, RN, FNP, MBA, AAS, is a legal nurse consultant and principal of Chizek Consulting Inc., Westmont, IL. The speaker indicates no affiliations with any commercial entities, directly or indirectly related to this presentation.
Objectives: After attending this webinar, attendees will be able to:
- articulate the difference between customer service and professional service in job roles
- *demonstrate the impact of customer expectations on customer service
- quantify the risk and benefits of lost customers, lost loyalty and retention.
CE: You can earn 1 contact hour by taking and passing a test following each CE Live. Cost is $8 per session to earn credit.
Click Here for Webinar Handout
Merion Matters is an approved provider of continuing nursing education by the PA State Nurses Association (No. 221-3-O-09), an accredited approver by the American Nurses Credentialing Center's Commission on Accreditation. Merion Matters is also approved as a provider by the California Board of Registered Nursing (No. 13230) and by the Florida Board of Nursing (No. 3298).