Customer Service in Public Health - Part I

Listening
Availability
Course No.
CSPH1A0615
Cost
No Charge
Credit

2.0 Nursing Contact Hours; 2.0 CHES Category I CECH; Certificate of Completion

Photo of Elnian Gilbert

Elnian Gilbert

As an Ann Arbor native who started working in the service industry while still in high school, you could say that Elnian has both service and Zingerman’s in her blood!

Her past customer service experience ranged from retail to non-profit to higher education, ultimately finding a home at Zingerman’s in 2006 as seasonal holiday help at Zingerman’s Mail Order.

More about Elnian Gilbert...

Tabitha Mason

Tabitha thinks that growing up in Frankenmuth, Michigan’s Little Bavaria, is what makes her so passionate about Gemütlichkeit (warm hospitality)! Her 16 year career at the Bavarian Inn, Frankenmuth’s signature restaurant, most certainly nurtured that passion.

In 2010 Tabitha joined Zingerman’s Roadhouse as the General Manager. Zingerman’s Roadhouse is the seventh member of the Zingerman’s Community of Businesses : a full service restaurant serving “really good American food” whose chef owner won the James Beard Best Chef, Great Lakes award in 2011.

More about Tabitha Mason...

Course Details

Who Should View This Webcast

Public health managers and other professionals, such as nurses, health educators, etc., in health department or other settings.

Objectives

  • Explain Zingerman's approach to customer service, including its adaptability to public health settings (CHES Area of Responsibility 5.3.2 - 5.3.4, 5.3.9)
  • Apply new tools & techniques to supplement in-house customer service improvement initiatives (5.3.2 - 5.3.4, 5.3.9)

Continuing Education Credit And Certificate of Completion

2.0 Nursing Contact Hours

2.0 CHES Category I CECH

Certificate of Completion

The Michigan Public Health Training Center at the University of Michigan School of Public Health is accredited as a provider of continuing nursing education by the American Nurses Credentialing Center’s Commission on Accreditation.

Nursing contact hours for this activity will expire on December 31, 2018.

The Michigan Public Health Training Center is a designated provider (ID# 99038) of continuing education contact hours (CECH) in health education by the National Commission for Health Education Credentialing, Inc. 

Requirements for Successful Completion

In order to receive continuing education credit or a certificate of completion, participants must:

  • Be registered for this training
  • Sign in to view the webcast
  • Complete the post-evaluation
  • Pass the post-quiz (75%+)

Planning Committee

Phyllis Meadows, PhD, MSN, RN; Phoebe Goldberg, MPH, CHES; Julie McCallum, MPH, BSN, RN; Carol Austerberry, MPA, MS; Elnian Gilbert; Geneva Williams, Ed.D.

Conflict of Interest

All instructors have reported no conflicts of interest related to this activity. All activity planners have reported no relevant financial relationships with commercial interests.

Sponsors

This activity was provided by the Office of Public Health Practice at the University of Michigan (UM) School of Public Health, and its Michigan Public Health Training Center, which is a part of the Region V Great Lakes Public Health Training Collaborative.

This project was supported by the Health Resources and Services Administration (HRSA) of the U.S. Department of Health and Human Services (HHS) under grant number UB6HP27881 Region V Public Health Training Collaborative (total award amount $825,634) and grant number UB6HP20200. This information or content and conclusions are those of the author and should not be construed as the official position or policy of, nor should any endorsements be inferred by HRSA, HHS or the U.S. Government.

Technical Information

This webcast uses Adobe Connect. (System test: http://admin.adobeconnect.com/common/help/en/support/meeting_test.htm)  Adobe Connect delivers live and on-demand course materials and web conferencing.  These trainings run best on laptop or desktop computers – the University of Michigan does not officially support Adobe Connect on mobile devices at this time.

 

Description

Customer service is an inherent element of public health practice across settings. “Customers” not only include patients or clients receiving direct services, but also our partners in other organizations and co-workers within our own agency.

This training is the first in a three-part webcast training series that will demonstrate how public health managers and other professionals can contribute to the development of a culture of customer service within their organization, including a focus on mission, effective communication, and quality improvement processes.

The first session was originally recorded on June 22, 2015 and provided by Elnian Gilbert and Tabitha Mason, trainers from ZingTrain, Zingerman’s Training Incorporated, who share the company’s approach to giving great service.