At Lausanne University Hospital in Switzerland, leaders formalized a process to analyze grievances and implement fundamental changes to address them. In this course, dive into what they learned from their partnership with a hospitality school to train health care professionals in customer care. Discover how leaders used projects based on testimonials from patients, their relatives, and members of the health care staff to reduce wait times for elderly patients and improve information sharing. Explore three steps you can take to make better use of customer feedback that you receive. Ideal for executives, senior leaders, managers, and customer service leaders, this course helps you reframe complaints as a valuable source of information and enables you to make the most of that information in planning next steps, improvements, and innovations.
This course was created by MIT Sloan Management Review. We are pleased to host this training in our library.
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