http://web.mac.com/jakepoore/site/ILS_Podcast/ILS_Podcast.html Did you miss our last TeleSeminar?
Don’t worry - we have it here. You can listen on your computer or download to an MP3 player to listen on-the-go. iWeb 2.0.3 60 no Integrated Loyalty Systems, Inc. Integrated Loyalty Systems, Inc. Info@WeCreateLoyalty.com Did you miss our last TeleSeminar?
Don’t worry - we have it here. You can listen on your computer or download to an MP3 player to listen on-the-go. Did you miss our last TeleSeminar?
Don’t worry - we have it here. You can listen on your computer or download to an MP3 player to listen on-the-go. en http://web.mac.com/jakepoore/site/ILS_Podcast/Entries/2008/2/13_The_Value_of_%22Saying,_%22Im_Sorry.html 86302711-b616-483e-af58-8e311fad9673 Wed, 13 Feb 2008 12:00:10 -0500 As long as service involves people taking care of people – the human element – mistakes are going to happen. And it doesn’t even matter if the mistakes are real or just perceived. That’s where the value of saying, “I’m sorry” can be so valuable in your organization.<br/>In this teleseminar, ILS VP Paul Grossman will share the value and specific techniques of saying, “I’m sorry” in an effort to improve difficult patient or customer situations and earn loyalty.<br/>The teleseminar will cover:<br/>What can be gained from a sincere apology.<br/>How apologies don’t have to put your staff or your organization at risk.<br/>How some apologies can make matters worse.<br/>What patients or customers really want from an apology.<br/>Using “service recovery” when a mistake happens.<br/>The two critical elements missing in most service recovery strategies.<br/> no 00:47:38 As long as service involves people taking care of people – the human element – mistakes are going to happen. And it doesn’t even matter if the mistakes are real or just perceived. That’s where the value of As long as service involves people taking care of people – the human element – mistakes are going to happen. And it doesn’t even matter if the mistakes are real or just perceived. That’s where the value of saying, “I’m sorry” can be so valuable in your organization. In this teleseminar, ILS VP Paul Grossman will share the value and specific techniques of saying, “I’m sorry” in an effort to improve difficult patient or customer situations and earn loyalty. The teleseminar will cover: What can be gained from a sincere apology. How apologies don’t have to put your staff or your organization at risk. How some apologies can make matters worse. What patients or customers really want from an apology. Using “service recovery” when a mistake happens. The two critical elements missing in most service recovery strategies. http://web.mac.com/jakepoore/site/ILS_Podcast/Entries/2008/1/11_Top_Down,_Bottom_Up_Accountability%3A_Utilizing_Performance_Appraisals_to_Support_Your_Service_Initiatives.html 0f7ee0f5-7281-4699-a449-289d37854554 Fri, 11 Jan 2008 12:00:45 -0500 <a href="http://web.mac.com/jakepoore/site/ILS_Podcast/Entries/2008/1/11_Top_Down,_Bottom_Up_Accountability%3A_Utilizing_Performance_Appraisals_to_Support_Your_Service_Initiatives_files/iPod-ILS%20TeleSeminar.gif"><img src="http://web.mac.com/jakepoore/site/ILS_Podcast/Media/iPod-ILS%20TeleSeminar.png" style="float:left; padding-right:10px; padding-bottom:10px; width:119px; height:112px;"/></a>Coming Soon!<br/>During this 60-minute Podcast, Jake Poore and his partners at Integrated Loyalty Systems, Inc. will discuss the importance of establishing Performance Appraisals that support your service initiatives align with your culture. <br/>Discussion will include:<br/>Benchmarking best practices and lessons learned<br/>How you can create or improve your own Performance Appraisals<br/>Keys to successful coaching<br/>How you can make a positive and sustainable impact on your patients and customers by ensuring behavioral expectations are embraced and hardwired http://web.mac.com/jakepoore/site/ILS_Podcast/Entries/2007/11/26_Engaging_Your_Housekeeping_Staff_in_Creating_Personal_Touches.html b977aa33-df1d-4a6e-b848-31515977ec5c Mon, 26 Nov 2007 14:48:17 -0500 <a href="http://web.mac.com/jakepoore/site/Media/TeleSeminar%20%2811-26-2007%29MP3.mp3"><img src="http://web.mac.com/jakepoore/site/ILS_Podcast/Media/ILS%20Logo%20%28June%202007%29_1.jpg" style="float:left; padding-right:10px; padding-bottom:10px; width:119px; height:119px;"/></a>Do your housekeepers know they are part of the “Care Team” in your facility?<br/>Clean floors, crisp bed sheets, and a clean shower. These are all things that we take for granted in the safety of our homes, however when we are hospitalized, it is those little things plus personal interactions with the housekeeping staff around us that can significantly benefit or hinder our patient experience.<br/>During this 60-minute Podcast, Jake Poore discusses the importance of creating “Personal Touches” for your patients and their guests. <br/>Discussion includes: <br/>What are the top housekeeping issues plaguing healthcare today? <br/>Why are most housekeepers not engaged? <br/>Examples of some industry housekeeping best practices.<br/>How do you embed the service role into your culture? no JAKE POORE 00:54:05 Do your housekeepers know they are part of the “Care Team” in your facility? Clean floors, crisp bed sheets, and a clean shower. These are all things that we take for granted in the safety of our homes, however when we are hospitalized, Do your housekeepers know they are part of the “Care Team” in your facility? Clean floors, crisp bed sheets, and a clean shower. These are all things that we take for granted in the safety of our homes, however when we are hospitalized, it is those little things plus personal interactions with the housekeeping staff around us that can significantly benefit or hinder our patient experience. During this 60-minute Podcast, Jake Poore discusses the importance of creating “Personal Touches” for your patients and their guests. Discussion includes: What are the top housekeeping issues plaguing healthcare today? Why are most housekeepers not engaged? Examples of some industry housekeeping best practices. How do you embed the service role into your culture?