title: Sharpen customer service skills with PCRAFT Pursuit.
abstract: Traditional approaches to teaching customer service skills do not involve participant interaction, nor do they provide a fun and relaxed atmosphere for learning. This article describes the development of PCRAFT Pursuit, an innovative game used to teach customer service skills. The development process began with concerns identified through patient satisfaction surveys. The implementation of this game became an integral component of education to improve customer service skills of staff throughout the hospital network.
authors.affiliation: St. Luke's Hospital and Health Network, 801 Ostrum Street, Bethlehem, PA 18015, USA. dologik@slhn.org
authors.forename: Kimberly A
authors.initials: KA
authors.lastname: Dologite
authors.forename: Kathleen C
authors.initials: KC
authors.lastname: Willner
authors.forename: Debra J
authors.initials: DJ
authors.lastname: Klepeiss
authors.forename: Susan A
authors.initials: SA
authors.lastname: York
authors.forename: Lisa M
authors.initials: LM
authors.lastname: Cericola
mesh_terms: D006801:Humans; D017060:Patient Satisfaction; D010564:Personnel, Hospital / Q000193:education*; D010865:Pilot Projects; D010988:Play and Playthings; D011369:Professional-Patient Relations; D015397:Program Evaluation; D013192:Staff Development / Q000379:methods*