presented by Linda M. Shell
Financial: Linda M. Shell receives compensation from MedBridge for this course. There is no financial interest beyond the production of this course.
Non-Financial: Linda M. Shell has no competing non-financial interests or relationships with regard to the content presented in this course.
Satisfactory completion requirements: All disciplines must complete learning assessments to be awarded credit, no minimum score required unless otherwise specified within the course.
Linda M. Shell, DNP, MA, RN
Dr. Linda Shell is an advanced practice nurse, consultant, and educator with a passion for developing leaders, delivering quality care, and challenging the status quo of long-term care. As principal of lindashell.com, she collaborates with organizations on education, leadership development, building resilience, fall prevention, dementia programming, and sleep improvement. Dr. Shell has served on…Read full bio
1. Essentials of Positive Customer Service
This chapter will discuss the importance of mastering the art of customer service and provide an overview of what will be addressed within the course. There will be a practical scenario that illustrates poor examples of customer service.
2. Who Are Our Customers and Why Does Customer Service Matter?
This chapter will define who is considered the customer in health care and review what the consequences of poor customer service can be.
3. Creating a Positive Customer Experience
This chapter will define what great customer service is and discuss strategies for providing a positive customer experience. There will be a practical scenario illustrating one of the customer service strategies through a demonstration.
4. Resolving Customer Complaints
This chapter will describe the B.L.A.S.T. approach and demonstrate its use for addressing customer concerns. It will also provide a brief summary of this course’s content.