Presented by:

Heather Porter, Patient Experience Specialist, Children's Healthcare of Atlanta

Kevin Jennings, Director of Patient Access, Children's Healthcare of Atlanta

This de-escalation education session will include redefining customer service by focusing on individual perceptions and expectations. Participants will learn to build confidence through effective communication during openings and closings. By recognizing that our routine can be someone else's extreme, we'll emphasize the importance of clear objectives, impactful communication, and addressing dissatisfiers with empathy to transform experiences.

This recorded NAHAM webinar provides one (1) NAHAM-approved contact hour.