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Business

CAHPS Cast 4: Responsiveness of Staff

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How patients perceive the responsiveness of the staff they came into contact with during their hospital stay is one of the dimensions explored in the CAHPS survey process . Alan and Janette from The Jackson Group (www.thejacksongroup.com) discuss this perception, what they believe patients are actually scoring when answering these questions, and then share some suggestions and ideas for helping an organization improve their scores. Running time: 34 minutes The Jackson Group is a management consulting and survey services firm located in North Carolina. The Jackson Group is an approved vendor for both the Hospital CAHPS and the Home Health CAHPS process, and has been helping organizations with patient satisfaction surveys for over 25 years. Learn more about The Jackson Group at www.thejacksongroup.com. Read More »

Leadership GPS 5: What Do Leaders Expect?

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When you are working for an organization in a mid-level leadership / management role, do you know what your own "leaders" expect from you? Do organization CEOs, Presidents, VPs, etc. have different expectations for their own leaders that you may not be aware of? How do you make sure you are helping push the organization forward in a positive direction? Alan and Tony Jackson, both with The Jackson Group (www.thejacksongroup.com) discuss these expectations and how you can make sure you are serving the role your own leader is expecting of you. Running time: 52 minutes Tony Jackson is a leadership development consultant and coach, helping organizations turn some of their strongest people into future leaders. For more information about Tony Jackson and his leadership development programs, visit DriveLeadership at www.driveleadership.com. Read More »

Stepping Up Service 5: How to Say “No”

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You want to make your customer happy... but sometimes you have to say that dreaded word: "NO". This month's episode discusses how to handle those "NO" situations with the best customer service mentality possible. Show hosts Alan Jackson (The Jackson Group, www.thejacksongroup.com) and Ed Gagnon (Customer Service Solutions, www.cssamerica.com) talk through some ways to smooth out tough situations when customers are not able to get what they need due to unrealistic expectations or a limitation of your business. Also, as always, Alan and Ed share their "Customer Service Story of the Month". Running time: 39 minutes The Jackson Group is a management consulting firm specializing in customer and employee satisfaction surveys as well as leadership development. Learn more about them at www.thejacksongroup.com. Customer Service Solutions is a consulting firm specializing in customer retention and growth strategies, training and research. Learn more about CSS at www.cssamerica.com. Read More »

CAHPS Cast 3: Communication with Doctors

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How patients perceive the communications they receive from their doctors while in a hospital is a critical piece of the Hospital-CAHPS patient experience survey. Alan and Janette from The Jackson Group (www.thejacksongroup.com) discuss this dimension of the CAHPS survey, highlight some of the research on patient/doctor dialogue, and then share some suggestions and ideas for helping an organization improve their scores. Running time: 33 minutes The Jackson Group is a management consulting and survey services firm located in North Carolina. The Jackson Group is an approved vendor for both the Hospital CAHPS and the Home Health CAHPS process, and has been helping organizations with patient satisfaction surveys for over 25 years. Learn more about The Jackson Group at www.thejacksongroup.com. Read More »

Stepping Up Service 4: Social Media Customer Service

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This month's episode discusses the importance of Social Media in the Customer Service experience. Show hosts Alan Jackson (The Jackson Group, www.thejacksongroup.com) and Ed Gagnon (Customer Service Solutions, www.cssamerica.com) explain why organizations are looking at using Social Media platforms such as Facebook and Twitter to enhance or supplement their existing customer service processes. Along the way, they also discuss some of the challenges and potential pitfalls to watch out for when going this route. Running time: 56 minutes The Jackson Group is a management consulting firm specializing in customer and employee satisfaction surveys as well as leadership development. Learn more about them at www.thejacksongroup.com. Customer Service Solutions is a consulting firm specializing in customer retention and growth strategies, training and research. Learn more about CSS at www.cssamerica.com. Read More »

Stepping Up Service 3: Customer Service in Professional Sports

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This month's episode of "Stepping Up Service" discusses the importance of customer service in - of all places - the world of professional sports. Ed Gagnon (Customer Service Solutions) talks with Alan Jackson (The Jackson Group) about how organizations like the NFL, NBA, and other pro sports leagues have their own special challenges when it comes to customer service and how we can all gain valuable lessons from their experiences. And, as always, Ed and Alan share some recent customer services experiences of their own. Read More »

CAHPS Cast #2: CAHPS Do’s and Don’ts

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In this month's episode, Alan Jackson and Janette Jones of The Jackson Group discuss some of the "Do's and Don'ts" when conducting CAHPS surveys in your healthcare organization. These are things you need to keep in mind when administering the surveys, as well as things you should avoid to stay compliant in the process. Also, Janette starts a monthly series of discussing one of the CAHPS survey domains; this month's topic is "Nurse Communications" and ways to help improve those scores. Read More »

Leadership GPS 3: Leadership and the Written Word

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Whether it be a letter or an e-mail, leaders have to be effective in their written communications just as in any other forms of communication. But how important is the written word in the leadership realm, and what should those leaders not as effective in writing do to improve? Alan and Tony Jackson discuss written communications in this month's episode of Leadership GPS. Read More »

Stepping Up Service 2: Who Needs Customer Service?

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Alan Jackson (The Jackson Group, The MESH) and Ed Gagnon (Customer Service Solutions) discuss the need for customer service in today's business world and the three groups most impacted by good customer service and why. Alan and Ed also share their "Customer Service Example of the Month", with Ed providing a "good" example and Alan bringing up the "bad" one that turns into more of a rant. Read More »