The EXPERIENCE OF A LIFETIME IN HEALTH CARE:
OFFERING OUTSTANDING CUSTOMER SERVICE

The people who trust us, especially when their health or the health of those whom they love is a concern, deserve The Experience of a Lifetime.
However, difficult patients, families, government agencies, co-workers, and managers making more demands and saying, “Do more with less!” are all difficult to deal with.
The key is to understand that by offering The Experience of a Lifetime you can deal with the difficult people more professionally, work more efficiently and get along with co-workers more effectively.
In The Experience of a Lifetime, you will learn:
Why it is a good thing to see patients and families as “customers”
- How to understand that everyone deserves a great experience with you
- Why the basic problem with difficult people is rarely you
- Why you should see health care as a special profession
- The Moments of Truth in health care customer service
- Why a key to great service is staying in touch with families
The Experience of a Lifetime can prove that offering great service isn’t impossible!

The EXPERIENCE OF A LIFETIME IN EDUCATION:
OFFERING OUTSTANDING CUSTOMER SERVICE

The primary purpose of educational institutions and agencies is to help people make their dreams come true. The best way to do that is to offer The Experience of a Lifetime!
However, demanding students, parents, administrators, and the rest of the public; coupled with a volatile economy and political pressure; and a wide range of co-workers with different attitudes about the workplace, make offering The Experience of a Lifetime a challenge.
The key is to understand that by offering The Experience of a Lifetime you are not only able to create quality relationships with all groups concerned—you create a positive work environment in which all members of the organization grow.
In The Experience of a Lifetime you will learn:
- How to meet the challenges of student populations of various ages
- How to be “available” for learners no matter what your role
- How different attitudes about work affect communications
- Why response time is crucial for today’s students
The 7/11 Rule: The 11 perceptions you create in the first 7 seconds after people meet you
How to learn what students and those who serve them want from The Experience of a Lifetime.
The Experience of a Lifetime can prove that offering great service isn’t impossible…even with those people who get on your last nerve!

THE EXPERIENCE OF A LIFETIME IN GOVERNMENT
AGENCIES: OFFERING OUTSTANDING CUSTOMER SERVICE

Some of the best and worst customer service experiences come in government agencies.
Citizens approach with a wide variety of challenges. Meeting them are employees and managers who range from seeing what they do as a calling to those who see it as a road to retirement. Those contacts rainbow from wonderful successes to miserable failures.
What both citizens and those who serve them deserve is The Experience of a Lifetime.
The key is to understand that by offering The Experience of a Lifetime you can deal with the difficult people more professionally, work more efficiently and get along with co-workers more effectively.
In The Experience of a Lifetime you will learn:
- Why the habit of “catching people doing things right” is a key to a positive workplace
- How to use positive rituals as a way to deal with stress
- Why understanding different communications styles helps smooth connections
- How to be more effective by working more efficiently
- Why questions are a key to great service
- How to leave work at work
The Experience of a Lifetime can prove that offering great service in government agencies is not impossible!