Delivering an Engaging Service Experience with Bryan Williams is available for 90 days after enrollment.

This session was recorded at NHPCO’s 25th Management and Leadership Conference in Washington, DC.

The session will focus on proven concepts and techniques hospice and palliative care leaders can employ to ensure their customers (patients, families, staff, volunteers, donors, suppliers, vendors, community stakeholders and others) receive exceptional service experiences.

Exceptional service experiences result from specific strategies that can be learned, incorporated into the culture of your organization and reflected at every level of the organization in every moment of interaction. They are the type of experiences that organizations strive for; they impact integrity, reputation, confidence and endurance. You will be engaged throughout this session in a way to maximize learning and to ensure that you leave with relevant, applicable and “make a difference” strategies that ensure you deliver an engaging service experience.

Objectives:

• Describe what is meant by “engaging with a sense of purpose”
• Describe how to enhance service touchpoints
• Discuss universal service rules and apply them to the hospice and palliative care field
• Identify world-class steps of service

Bryan Williams, Med

Bryan Williams is a service consultant, trainer and author. His work focuses on service standards, employee engagement and quality improvement. Over the past several years, he has travelled extensively to work with more than 100 companies in industries ranging from healthcare, hospitality, spa and banking. Bryan is the former Global Corporate Director of Training and Organizational Effectiveness for the Ritz-Carlton Hotel Company, where he was involved with setting and executing their global training strategy.

Bryan holds a Master’s degree in Education and is currently completing a Doctor of Management degree. He is a Certified Quality Auditor, awarded by the American Society of Quality, and was a member of the Board of Examiners for the Baldrige National Quality Program.

In order to complete this online course, the participant must view the entire course, correctly answer all test questions and complete the evaluation. CHEX Knowledge Exchange is approved as a provider of continuing nursing education by the Kansas State Board of Nursing. This course offering is approved for 3.0 contact hours applicable for RN, LPN or LMHT re-licensure. Kansas State Board of Nursing Provider Number: LT0224-0738.

Course Release Date: 5/06/2010

Course Expiration Date: 5/06/2013

Nurse:  NHPCO is accredited as a provider of continuing nursing education by the American Nurses Credentialing Center’s Commission on Accreditation.

NHPCO designates this enduring material for a maximum of 1.5 contact hours. Nurses should claim only the contact hours commensurate with the extent of their participation in the activity. Accredited status by ANCC refers only to continuing nursing education and does not imply endorsement of any commercial product discussed in conjunction with this activity.

Social Worker: NHPCO is an approved provider of continuing education contact hours by the National Association of Social Workers (provider #886414158). This education activity is approved for 1 hours determined by the content, and social workers are awarded continuing education hours commensurate with the extent of their participation.

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