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World-Class Service Excellence: 90 Ideas in 90 Minutes! (Webinar $149*)
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World-Class Service Excellence: 90 Ideas in 90 Minutes! (Webinar $149*)
World-Class Service Excellence: 90 Ideas in 90 Minutes! (Webinar $149*)


When: Access Live or On-demand
1:00 - 2:30PM Arizona
Where: Webinar
United States

Phone: (406) 442-2585


 For more info or to register, click here
Available as a live or on-demand webinar.
AAHC Members Save $200 - Not a Member? Join Today!


World-Class Service Excellence: 90 Ideas in 90 Minutes!

Learn tips, tactics, and techniques that create positive patient, client, and staff experiences in this fast-paced session.  Creating these positive experiences begins within the organization’s culture.  You will learn practical ways to change your agency’s culture by implementing Kaiser Permanente’s The Four Habits Model – Invest in the Beginning, Elicit the Patient’s Perspective, Demonstrate Empathy, Invest in the End.  This webinar will review successful programs and initiatives – both big and small – using this proven model to help your organization achieve world-class service excellence!

Continuing Education: Attendance verification for CE credits upon request

PLEASE NOTE: Webinar content is subject to copyright and intended for your individual organization’s use only. 


  • Increase positive word-of-mouth commentary about your organization with one immediate action
  • Avoid expectation gaps with tools that elicit a person’s important needs
  • How to extend caring beyond the in-person encounter
  • Website enhancement for better client and patient experiences
  • Practical ways to improve communications for the hearing impaired


Take-Away Toolkit

  • Sample social media scripts to increase stakeholder engagement
  • Tools for eliciting needs and preferences
  • Four Habits annotated bibliography
  • Useful websites with examples to adapt to your organization
  • 20 best questions to ask applicants in a job interview


Who Should Attend

This informative session is designed for leaders who want the best possible patient, client, and staff experiences in their organizations.


Susan Keane Baker, MHA
Susan is the author of Managing Patient Expectation, as well as Split-Second Kindness: Making a Difference When Time is Limited. From 2008 until 2011, Susan served as a member of the Board of Examiners for the Malcolm Baldrige National Quality Award, the nation’s highest award for organizational quality. For seventeen years, she served as vice president of hospitals in New York and Connecticut. Susan is a dynamic speaker known for providing practical techniques that can be implemented quickly.



*AAHC Members
Live Version or Archived** Version $149
Package (Both Live and Recorded Version) $179

Non-Members add $200 to the above pricing.  Not a Member? Join Today!


**The archived version is a recording of the live webinar, including audio, visuals, and handouts. Includes the presenter’s email address for questions. The Archived Version is available 1 week after the Live Webinar and expires 6 months after the live program date.




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