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summer satisfaction training series last week we covered some big-picture topics around customer satisfaction we discussed overall principles of customer satisfaction discuss some activities that you can do back at your agency like developing standards for customer service developing a customer service mission statement and also talk through the importance of creating an overall culture within your agency that emphasizes quality improvement and customer satisfaction and so we are picking up where this where the previous webinar left off so our agenda for this afternoon will be first of all talking about how you design the structure that supports your overall customer satisfaction and quality improvement system so what does that look like in terms of creating a committee or assigning a staff person what are the responsibilities for working on quality improvement and customer service issues and how do you make sure you have a truly integrated system thats collecting data across your pr