Customer Service in Health Care: A Grassroots Approach to Creating a Culture of Service Excellence

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9780787952518: Customer Service in Health Care: A Grassroots Approach to Creating a Culture of Service Excellence
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Research confirms that it is six times more costly to attract a new customer than it is to retain an existing one.

Creating a culture of service excellence requires planning, preparation, and persistence. Customer Service in Health Care is designed to provide readers with the fundamental information and skills to start or strengthen a customer service initiative within a health care organization. This book concentrates on action as opposed to theory. It offers a practical, step-by-step process for creating a culture shift toward customer service excellence at all levels of an organization, and presents the essentials to improving performance that will bring the individuals closer to the mission, values, and standards.

  • Chapters focus on:
  • Tools for establishing and measuring customer service team goals
  • Creating customer service standards unique to your organization
  • Tips on training sessions
  • Strategies for maintaining top-of-mind awareness of customer service among employees
  • Customer service techniques for physicians and nurses
  • An overview of customer service as an essential component of business development and marketing

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From the Back Cover:

Create Your Own Culture of Service Excellence

Customer Service in Health Care concentrates on action as opposed to theory. It offers a practical, step-by-step process for creating a culture shift toward customer service excellence at all levels of an organization, and presents the essentials to improving performance that will bring the individuals closer to the mission, values, and standards.

Praise for Customer Service in Health Care

"The challenge of creating a thoroughly customer-oriented culture in a health care organization is so much more fundamental than sending a few people off to be 'Disneyfied.'...The challenge, however, can be met—as this book demonstrates—if leadership appreciates the key role of middle managers and, as the author so wonderfully says, builds the culture 'from the ground up.' Filling this book with examples, techniques, and tips, the author comes from and speaks to the real world."
—Terrence J. Rynne, President,Rynne Marketing Group, and author of Healthcare Marketing in Transition

"A wonderful guide that every manager can use.... Kristin Baird's advice helps health care leaders understand the need for great customer satisfaction."
—Stephanie G. Sherman, Author of Total Customer Satisfaction: A Comprehensive Approach for Health Care Providers

"Combines the inspiration of 'why to focus' on customer service with the real-life 'how to's.' An excellent road map for health care leaders that provides direction and milestones in the journey toward great customer service!"
—Quint Studer, President, Baptist Hospital, Inc., of Pensacola, Florida

From the Inside Flap:

Create Your Own Culture of Service ExcellenceCustomer Service in Health Care concentrates on action as opposed to theory. It offers a practical, step-by-step proces for creating a culture shift toward customer service excellence at all levels of an organization, and presents the essentials to improving performance that will bring the individuals closer to the mission, values, and standards.

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Book Description John Wiley Sons Inc, United States, 2000. Paperback. Condition: New. Reprint. Language: English . Brand New Book ***** Print on Demand *****.Research confirms that it is six times more costly to attract a new customer than it is to retain an existing one. Creating a culture of service excellence requires planning, preparation, and persistence. Customer Service in Health Care is designed to provide readers with the fundamental information and skills to start or strengthen a customer service initiative within a health care organization. This book concentrates on action as opposed to theory. It offers a practical, step-by-step process for creating a culture shift toward customer service excellence at all levels of an organization, and presents the essentials to improving performance that will bring the individuals closer to the mission, values, and standards. Chapters focus on: Tools for establishing and measuring customer service team goals Creating customer service standards unique to your organization Tips on training sessions Strategies for maintaining top-of-mind awareness of customer service among employees Customer service techniques for physicians and nurses An overview of customer service as an essential component of business development and marketing. Seller Inventory # AAV9780787952518

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