Mistakes Happen: Cultivating Service Recovery Skills

Description

Register HERE!

Mistakes are a universal human reality. But what should you do after the realization dawns that your team has made an error?

How can you regain the confidence of patients and families post-blunder? This webinar will teach your team how to quickly and adeptly intercede, address the issue, and seamlessly move on. Don’t miss this opportunity to learn all about fumble recovery.

AFTER THIS WEBINAR YOU’LL BE ABLE TO:

• Define “service recovery”
• Address how “business-focused customer service” research and techniques can be adapted to the compassionate care environment
• Review some common mistakes that really are “our fault” and not the result of patient/family noncompliance
• Explore how all staff and volunteers can quickly intervene when a mistake occurs and how scope-of-practice concepts apply in these situations
• Examine key concepts, skills, processes, and interventions related to service recovery