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  • Carl E. Clark II

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Conference inspires Devereux’s administrative professionals to achieve ‘Customer Service Excellence’

 

Devereux recently held its second annual “Executive Support Summit” to help its administrative professional team focus on creating a culture of “Customer Service Excellence.”

At Devereux Advanced Behavioral Health, our administrative professionals often serve as the first point of contact for individuals, families, employees and community supporters looking to connect with our leaders and staff members. 

Because administrative professionals are vital to the success of any organization, Devereux recently hosted a conference for these team members to meet and network with colleagues, share ideas, and learn new skills. More than a dozen administrative professionals from across the organization gathered for Devereux’s second annual “Executive Support Summit” – held at the nonprofit’s headquarters in Villanova, Pa. This year’s summit focused on creating a culture of “Customer Service Excellence” as part of Devereux’s continued efforts to embed Servant Leadership best practices across its campuses. 

“When it comes to customer service excellence, no one knows better than our administrative professionals how important it is to treat everyone with respect, dignity, understanding and kindness,” said Devereux President and CEO Carl E. Clark II. “Our leadership team felt it was important to hold an event that provided these team members with the tools and resources needed to provide the highest levels of customer service and satisfaction on a daily basis.” 

Focusing on excellence in customer service

The summit featured presentations and group discussions related to:

  1. Taking Devereux to the next level in Customer Service Excellence;
  2. Identifying cost-savings opportunities; and
  3. Planning and managing projects from initiation to completion. 

In addition, keynote speaker Steve McClatchy shared insights from his book, “Decide: Work Smarter, Reduce Your Stress and Lead by Example,” and demonstrated tips for using various workplace tools and resources to more effectively and efficiently perform daily tasks. 

“There was a wonderful feeling of collegiality at the summit. Many of us have worked together by phone or email for years, but we never met in person,” explained Executive Assistant to the President Lorraine Barrett. “My biggest takeaway was that although we are spread across the country, we felt like a team. Going forward, we plan to find new ways to support one another by sharing tips, techniques and news on a regular basis.” 

Sharing conference feedback …

Devereux’s administrative professionals said they felt re-energized by the summit as they returned to their centers and departments, ready to apply the skills they learned and achieve Customer Service Excellence. 

“I have worked for Devereux for more than 20 years, and was thrilled to meet my fellow administrative professionals face-to-face for the first time. During the event, I gleaned valuable and useful information that I am excited to apply to my job. Being able to make personal connections with my peers was especially beneficial. We plan to build on these relationships in the months ahead, so that we may continue to improve Devereux’s overall customer service experience.”
  – Devereux Texas Executive Assistant
     Betty Norwood 

“The summit was fantastic, and provided an opportunity for newer employees – like myself – to meet colleagues who have held their positions for several years. There is great value in putting names to faces. We shared ideas that will enable us to better support the individuals and families we serve, key external partners and each other. I believe spending time learning together and creating comradery is a wonderful way to create a strong workplace culture.”
  – Devereux Arizona Administrative Support Services Coordinator/Executive Assistant 
     Mickey Casanova 

Learn more about Devereux Advanced Behavioral Health.

 

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