Date: Thursday, April 24th, 2008
Check-In Time(s): 8:30am-9:00am
Class Time(s): 9:00am-1:00pm
Location: 2512 Rehab Building Chapel Room

Speaker(s):
Stephanie Allen has worked at IAM for the past 2 years. She started with Fairview working as a student at the University Campus, 22 years ago. Stephanie went on to be the lead operator at the Communications Center, dealing with both patients and staff at a customer service level. Her current duties at IAM include floating to all locations, training new employees and preparing training materials.
Debby Brunette has worked at the IAM for the past 16 years. Starting as a secretary at our Maplewood clinic and then as a float secretary for 6 years. She now does the staffing for all IAM’s and supervises the float secretaries. Prior to moving to Minnesota, she lived in Colorado where she worked at the front desk of the operating room in Swedish Hospital for 9 years.

Course Description:
This is a highly interactive course that will teach you helpful skills for effective customer service with your internal and external customers.

Course Objectives:
After taking this course you will be equipped with the skills to:
• Build better work relationships thru Positive Language.
• Use emotion to present a positive phone presence - Smile While You Dial!.
• Impress the customer - Make a Great First Impression.
• Diffuse situations by Mirroring Body Language.
• Listen in a productive manner, become an Active Listener.
• Win over your customers, turn customer complaints into customer goodwill.

Course Agenda:
9:00/9:30am- Introduction
9:30/10:00am- Interactive Role Play- Telephone contact
10:00/10:45am- Analyze video using worksheets and skills.  Positive language techniques and vocal emotion
10:45/11:00am- Discussion (concentrate on first impressions)
11:00/11:15am- Break
11:15/11:45am- Interactive Role Play- In person contact
11:45/12:30pm- Analyze video using worksheets and skills. Mirroring body language and vocal emotion
12:30/12:45pm- Discussion
12:45/1:00pm- Questions and Closing