Most organizations want to deliver effective customer service. Far fewer organizations truly deliver on that promise.
Delivering exceptional customer service is not an easy undertaking. It’s not something that can be required, demanded or even expected. It’s something that needs to be inspired and nurtured. More important—and more challenging—is getting everyone to embrace and commit to this same expectation. Aligning the processes, the systems, the structures and the roles in order to deliver an exceptional customer experience is an inordinately difficult endeavour. This is particularly true when the organization in question needs to respond to the unexpected, and where crises and emergencies are part of the normal daily experience.
In this presentation, Mark Mullaly shares the results of a unique opportunity to observe just such an organization, up close and personally. How close and how personal? He was a patient in one of their hospital beds. While what brought him to the hospital was urgent and potentially scary, the experience that he had was nothing short of exceptional. (And, for the record, he’s feeling much better now).
Mark examines the steps that have to be considered in defining, negotiating, building and breathing life into a model that truly places the patient at the centre of everything. And he extrapolates from this the insights that we can all gain, and the lessons that we can all take back to our own organizations.
Join us. We wouldn’t want to say that attending this webinar is a matter of life and death. But we think it’s pretty important.
As always, spread the word to those who might be interested in this webinar. You’re welcome to point entire associations, companies and small countries to these links. You would be doing us a favour if you did pass this note around a little bit.
This webinar series is a de Jager & Co and Interthink Consulting production.
Join us on 30 June 2015: