See the Curriculum

Congratulations... because you are here reading this summary of our program you are on your way to creating a customer-focused delivery of healthcare. Our approach is simple ...yet comprehensive. We believe that customer service is a process not a program. Our guest relations training processes are designed specifically for the small hospitals and rural communities--160 beds and less.

Learning how to See, Hear and Speak the language of exceptional customer service will require a new set of tools - and attitudes - from you and your team. But it is worth it!

Imagine happier employees, physicians and customers. Imagine less damage control, and more strategic growth. Imagine more community goodwill, more referrals and more repeat business from patients and their family and friends. Imagine a system and process that will create a Customer for Life!

Below is a quick-scan outline of our program to provide an overview to our approach. Click on more to see expanded information about each item below:

1. Initial consultation or discovery process is designed to identify the specific program objectives and desired outcomes
   
   
   
   
   
2. Star performers - a core group of individuals, Star Performers, who will be the catalyst of changing the culture into a customer-centered hospital will be identified.
   
   
   
   
   
3. Assessment tools - Understanding ourselves, the leadership team and the individuals in our department can be very useful in managing communication and change. Today, we have a variety of computer-based assessment tools which allow us to "fast-track" the process.
   
   
   
   
   
4. Employee satisfaction is absolutely the key to building an exceptional customer-focused healthcare environment. Developing the communications channels, feedback and the "fun" is essential to success.
   
   
   
   
   
5. Employee Retention - Closely associated with Employee satisfaction is creating a positive work environment that meets the needs of the employees. A real and substantial benefit to the hospital's bottom line in terms of lower turnover and increased patient loyalty and referrals will result.
   
   
   
   
   
6. Training and development - An important component to our comprehensive customer service curriculum is providing the forum to teach new skills to the team. From the very basics to the most advanced courses, SRJ trainers will provide creative methods for learning.
   
   
   
   
   
7. The Simulated Patient & Family Experience - The patient and his/her family begin their assessment of your hospital before they ever enter your doors. Often, they judge you by their experience in their physician’s office.