TCHP	Education Consortium

Providing education for today's health care professionals

Top-Notch Customer Service

March 3, 2008

7:30 a.m. - 4:00 p.m.

Minneapolis VA Medical Center--Main Auditorium

Always call before attending class! Sometimes classes are cancelled or full—we do not want you to make the trip to class for nothing! If you plan to attend, please call:

HCMC: Use Learning Center (Intranet Education Page) or call 612-873-2392

MVAMC: Call Education at 612-467-4380

Regions Hospital: Call Education at 651-254-3330

Non-TCHP Hospital Participants: Call TCHP at 651-254-0885 to let us know you are attending or register online. Payment is due before class time. You can print out and mail a registration form to send with your payment or just send in the payment with a notation about which class it is for if you have already registered online. It is best to mail in your payment at least a week before the class. If time is short, call your registration in to TCHP and bring a check or cash with you to pay for class. Checks should be made payable to Regions Hospital. The coordinator cannot make change for you—please bring the exact amount with you. Credit cards are not accepted. The tuition for this class is: $85.

Click HERE to get a map and driving directions.

Description/Purpose Statement
We all know how important excellent customer service is, but what does it really mean? Can quality customer service really make a difference in a patient’s life? Why should patients come to the hospital where I work?

The purpose of this class is to learn the underlying principles of excellent customer service, figure out who your customers really are, what they need from you and how culture can impact this. Find out about your role and the value of teamwork in providing excellent customer service. Discover how to provide customer focused care delivery and finally, how to take care of yourself, so you can provide the best possible customer service.

Target audience:
This program was designed primarily for health care professionals working in a hospital environment; however, others are welcome to attend.

Schedule

7:30 – 7:45 a.m.	Registration
7:45 – 9:30 a.m.	What exactly is “customer service”?	Deb Pederson
9:30 – 9:45 a.m.	Break
9:45 –11:30 a.m.	Who are my customers and do I really know them?	Lynn Duane
11:30 – 12:30 p.m.	Lunch
12:30 – 1:45 p.m.	What is my role in providing customer service?	TBA
1:45 – 2:00 p.m.	Break
2:00 – 3:00 p.m.	Does communication really affect customer service?	Lek Kremer
3:00 – 4:00 p.m.	The Key to Excellent Customer Service – Service Recovery	Lek Kremer

Continuing Education Credit

For attending this class, you are eligible to receive:

8.1 contact hours (based on the Minnesota Board of Nursing 50 minute contact hour). Pro-rated contact hours are available when content is missed.
or
6 .75 contact hours (based on the WNA-CEAP 60 minute contact hour for certified nurses). Criteria for successful completion: You must attend the ENTIRE activity in order to achieve the objective and receive contact hours.

Information for Certified Nurses:

The Twin Cities Health Professionals Education Consortium, St. Paul, MN, is an approved provider of continuing nursing education by the Wisconsin Nurses Association Continuing Education Approval Program Committee, an accredited approver by the American Nurses Credentialing Center's Commission on Accreditation.

Planning Committee/Presenters

Linda Checky, BSN, RN, MBA, Assistant Program Manager for TCHP Education Consortium.

*Lynn Duane, MSN, RN, Program Manager for TCHP Education Consortium..

*Elizabeth Kemper, RN, MS, Instructor for the Education Department at the Minneapolis VA Medical Center.

*Lek Kremer, BSN, RN, Project Manager for Best Care Best Experience at Regions Hospital.

Sarah Linhoff, BA, RN, CNOR, Nurse Educator at Regions Hospital.

Rita Mahowald, MSN, RNBC, Director of Employee Education at the Minneapolis VA Medical Center.

*Deb Pederson, MS, RNC, Clinical Instructor for Psychiatry and Education at the Minneapolis VA Medical Center.

Betty Stenglein, MS, RN, Nursing Educator at Hennepin County Medical Center.

*Denotes presenters

OTHER INFORMATION

You should dress in layers to accommodate fluctuations in room temperature.
Food, beverages, and parking costs are your responsibility.
Check the attached map for directions to the program location and for assistance with parking.
If you are unable to attend after registering, please notify the Education Department at your hospital or call TCHP at 651-254-0885.
In the case of bad weather, call the TCHP office at 651-254-0885 and check the answering message to see if a class has been cancelled. If a class has been cancelled, the message will be posted by 5:30 a.m. on the day of the program.