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Owning It

Published by Powered by Aspire

This video discusses the importance of taking ownership and resolving customer complaints in healthcare, but its principles can be applied to any industry.

Objectives

Understand the importance of taking ownership and resolving customer complaints; Learn how to apply this concept to various industries

Roles

Account Manager; Customer Support Agent; Janitor; Housekeeper; Sales Representative; Bank Teller; Nurse; Technical Support Specialist; Financial Advisor; Doctor

Departments

Customer Service; Customer Support; Clinical; Environmental Services

Industries

Retail; Finance; Technology; Healthcare

Tags

customer-satisfaction; customer-service; complaint-resolution

Topics

Complaint Resolution; Customer Satisfaction; Customer Service

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“In 2022, our turnover was 112%... investing in people became an even bigger priority. That’s when we first started working with Pineapple Academy... our turnover is now 63%.

Our Partners watch trainings during daily standups, participate in a mentorship program, and our frontline people feel responsible for new hire growth.”

Brigitte Burke
AVP, Food and Nutrition Services

"It was almost like a lightbulb went off when I was introduced to Pineapple Academy. I was like 'Oh my goodness, this has what's been missing in the industry.

How do we support the frontline better? There's actually a solution - it's here and it's called Pineapple!'"

Josh Miller
Principal Consultant and Content Creator

"Pineapple really connects well with this younger generation - it's live action, and they can do it at their own pace.

I think that's key with the associates we're seeing that are coming in - a little bit younger and a little less experience - giving them the trust that it's okay to make a mistake and build that learning, teaching culture."

Todd Hollander
Director of Dining & Event Services

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