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Welcome to the 2014 Rural Health Association of Oklahoma Annual Conference! Enjoy your time at the conference and be sure to visit with the exhibitors & sponsors. Follow the conference on Twitter by using the #rhao14 hastag. WiFi access provided by Rural Community Hospitals of America, LLC. WiFi Username: Norman; WiFi Password: Norman5
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Thursday, September 18 • 9:50am - 10:35am
Oklahoma Pride: Customer Service Training Overview

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Session Description
The Oklahoma PRIDE Program is a workshop designed to Produce Resourceful Informed Devoted Employees. The PRIDE program was developed because the Oklahoma Cooperative Extension Service believes that front-line workers are crucial to economic development in our communities. 

Front-line employees must provide “quality customer service” to keep their organizations and their communities competitive. In today’s ultra-mobile and tech-savvy world, customers/patients have many options. Obviously, your community wants/needs them to choose the options being offered right there at home. 

Oklahoma PRIDE instructors have trained convenience store workers, elected County Commissioners, school teachers, 911 dispatchers, and yes, even health care professionals. The more individuals in a community that are PRIDE trained, the better. Let’s face it. When good hospitality spreads throughout the community, everyone wins!

Participants in the PRIDE workshop will delve into what is meant by “quality customer service” in their own industry. For example what is the difference between meeting a customer’s basic needs and completely fulfilling their expectations? The answer can be found in our model called the Circle of Service.  

Also, the workshop will explore what is meant by “moments of truth.”  These are those moments at which customers interact with employees and form an opinion about the organization.  How can negative moments of truth be converted to positive ones?

The PRIDE workshop concludes with a refresher course on “Basic Hospitality Habits.” Good hospitality and quality customer service are not complicated subjects, but everyone…everyone…can use an occasional reminder about these basic skills.

Speakers
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Suzette Barta

I am a NACDEP Member, Payne County OSU Extension
Suzette Barta has served as the Payne County Extension Educator for Community and Economic Development since October 2008. Her primary audiences are community/civic groups, small businesses, and professionals in the field of economic development. Payne County is only one of two in the state to have an educator working specifically in the field of community and economic development. Prior to working in the Payne County Extension office, Dr... Read More →
MT

Merritt Taylor, PhD

Merritt Taylor is currently a Professor in the Department of Agricultural Economics at Oklahoma State University responsible for Rural and Community Development, Risk Management of Resources of Production; Production Management; Marketing Management; Transfer of Agricultural Businesses to Next Generation; Marketing to the Hispanic Community, and the Oklahoma PRIDE Program (Producing Responsible, Informed, Dedicated, Employees) for businesses... Read More →



Thursday September 18, 2014 9:50am - 10:35am
Oklahoma G,H,I,J

Attendees (8)