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Delivering an Engaging Service Experience with Bryan Williams

Title: Delivering an Engaging Service Experience with Bryan Williams                   

CE/CME Offered:

CE/CME Credit Available: Nurse 

Member Price: $105.00
Non-Member Price: $210.00

Payment Options: Add to Cart without CE/CME
Add to Cart with Nurse CE
Length: 1.5 hours
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 your learning and to ensure that you leave with relevant, applicable and “make a difference” strategies that ensure you deliver an engaging service experience.


  • Describe what is meant by “engaging with a sense of purpose”
  • Describe how to enhance service touch points
  • Discuss universal service rules and apply them to the hospice and palliative care field
  • Identify world-class steps of service
Bryan K. Williams, D.M., Bowie, MD

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.

Dr. Williams attended the University of the Virgin Islands, where he received a Bachelor of Arts in Business Administration, and an Associate of Arts in Hotel and Restaurant Management. He subsequently completed a Master of Arts in Education, then a Doctor of Management with a concentration in Organizational Leadership from the University of Phoenix.

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.

Disclosure: Planners: Barbara L. Bouton, MA, FT, and Jennifer Kennedy, MA, BSN,  RN, have no relevant financial relationships to disclose.
Faculty: Dr. Bryan Williams has no relevant financial relationships to disclose.  
CE/CME Credit Hours: Nurse: 1.5 Contact Hours
Social Work: 1.5 Contact Hours
Completion: In order to complete this online activity and obtain CE/CME credit, participants must view the course in its entirety, correctly answer all case studies and quiz/test questions (as appropriate) and complete the     evaluation. You will have 90 days to access this course from the date of purchase.  

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.

Release Date:

May 6, 2010

Last Reviewed: February 24 2016

Expiration Date:  

May 6, 2019

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