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In the new consumer-focused health care environment, where individuals have the ability to easily pick, choose, and move amongst multiple providers, payers must now do much more than simply provide a service. The speaker in this session will explore how to create a superior customer member experience by utilizing your most powerful asset: the front-line employees who will touch these new consumers on a daily basis. The speaker will also demonstrate the difference between traditional corporate training and newer experiential learning environments, highlighting how these newer environments can transform your customer service agents into brand ambassadors. You will see how this type of learning is designed and developed, and learn how to apply the latest science of instructional design to your own organization.