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Focus: This program provides supervisors and managers with an overview of UH 5-Star service model and focuses on the tools and skills they need to improve levels of customer service in their operation. Participants begin by identifying how the 5-star standards are/can be applied in their area and assess how their staff is doing relative to these standards. The remainder of the program is focused on developing management skills to improve staff effectiveness as well as understanding the organizational resources available to help them.
Major Topics:
- The core content of 5-Star Service: Standards, History and Context
- Coaching and communication strategies to achieving a 5-Star service team
- Working with Press-Ganey data to generate improvements
- Tools and Support through the Service Excellence Department
Format: This course uses discussions, practical exercises, role-playing and group activities.
Length: 1 day
Audience: This course is mandatory for all UH Managers and Supervisors.
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