Registration

Customer Service Delivered
with Excellence (3-hour)

Wednesday, August 6, 2025

9:00 am to 12:00 pm CT 

PLEASE NOTE: We request that each participant participate from his/her own computer and use a webcam.  This will allow you to participate in the breakout group discussions that are an important part of the learning experience.

Registration deadline is July 16^th

Missed the deadline? Click here to inquire if spots remain.

Fee:

RWHC Member & Affiliate Member
$165 per person

Non-RWHC Member
$200 per person

Fee includes program materials. 

0.3 CEUs

RWHC is approved as a provider of continuing health education by the Wisconsin Society for Healthcare Education and Training (WISHET). RWHC designates this activity for up to 3 contact hours (0.3 CEUs) of continuing education for allied health professionals.

Instructor:

Corrie Searles , MPT, Leadership Development Educator With her 20+ years of experience in leadership both in and out of healthcare, her past roles have included leadership for therapy teams in hospitals, long term care, outpatient, and home health, as well as Cardiac Rehab, Occupational Health, Fitness Centers, and Stress Testing. Corrie has extensive experience in continuous improvement methodology and a passion for leadership development training. She has a Master ’s in Physical Therapy, a Certificate in Organizational Leadership, and a Certificate in Customer Service & Leadership training with Achieve Global. She is certified to teach Crucial Conversations through Vital Smarts in addition to being a certified coach for Shift Positive 360.

Target Audience:

Any healthcare related worker 

Program Description:

Customer service skills aren’t often taught but they are vitally important in the healthcare world – not just in serving patients, also in serving coworkers. These skills are the differentiator between an organization that delivers health care and one where people wish to seek care and to work.

This workshop helps us to realize we’re all experts in knowing what good service does and doesn’t look like. It uses those skills to practice the delivery of great service to others and how to recover when service goes unintentionally wrong. It brings to the forefront what each participant’s unique customers want and need during service interactions, allowing participants to walk away with renewed purpose in exceptional service delivery. The workshop challenges participants to explore how to design and deliver “defining moments” that leave a lasting, positive impression. 

Participants will learn to:

1. Understand the universal service needs of customers
2. Apply AIDET principles to delivering good service
3. Introduce the BLAST method for service recovery
4. Design Defining Moments for customers

Consider taking this workshop if the following are mostly true for you:

• You want to continue to grow your customer service skills
• You have opportunity to further polish your service delivery
• You struggle to understand why the same service approach satisfies some, yet others become dissatisfied
• You’d like an easy framework for applying service practices
• You’re not quite sure how to respond when someone gets upset when you’ve done your best to serve them well
• You wish to elevate your service and that of your department to a higher level through simple and low-cost methods.

Visit the RWHC Leadership Series web page to view all our class offerings.