Leadership for Great Customer Service: Satisfied Employees, Satisfied Patients, Second Edition (ACHE Management) - Softcover

Mayer, Thom

Softcover

ISBN 10: 1567936423 ISBN 13: 9781567936421

Publisher: Health Administration Press, 2014

Synopsis

Forewords by Chuck Lauer and Tom Peters

 

The successful first edition of Leadership for Great Customer Service has become a definitive source for healthcare leaders seeking to transform their organizations’ approach to elevating and sustaining service excellence. The authors have continued to be highly sought-after speakers on customer service in healthcare since the book’s publication ten years ago and have consulted with more than 100 healthcare institutions in that time, adding to the content and case studies of this new edition. This thoroughly updated edition has been expanded to include practical applications and techniques that build on the well-recognized content of the first edition.

This entertaining yet practical guide presents the authors’ model for achieving customer service excellence in three parts:

Framing the Customer Service Mandate: Address the “why” before the “how,” and develop a greater understanding of your patients and their expectations. Survival Skills for Achieving Great Customer Service: Make the customer service diagnosis, negotiate and resolve expectations, and create “moments of truth” that drive customer experience. The A-Team Tool Kit: Explore the types of dialogue and behaviors displayed by A-Team versus B-Team members, coaching tips, the importance of scripts, and how to reward champions to leave a legacy for your organization.

New to this edition are a highly pragmatic set of tools, known as “The A-Team Tool Kit,” which spans ten chapters. The A-Team Tool Kit puts evidence-based applications, guidelines, techniques, and advice in your hands to achieve service excellence. Also provided in this edition is a summary of Survival Skills at the end of each chapter.

About this title

About the Author

Thom A. Mayer, MD, FACEP, FAAP, is founder and chief executive officer of BestPractices Inc. and an executive vice president with EmCare, a national resource in physician leadership and management and the nation’s largest provider of emergency physician services. He also serves as the medical director of the NFL Players Association and of the Studer Group.

 

Books published by HAP: 

 

Leadership for Great Customer Service: Satisfied Employees, Satisfied Patients, Second Edition

 

 

 

 

Edition details

• Publisher: Health Administration Press
• Publication date: 2014
• Language: English
• ISBN 10: 1567936423
• ISBN 13: 9781567936421
• Binding: Paperback
• Number of pages: 236