Achieving Impressive Customer Service: 7 Strategies for the Health Care Manager (J-B AHA Press)

A comprehensive array of detailed, useful strategies to improve customer service are presented in this easy-to-use manual. Health care administrators, managers, and supervisors in any provider organization, regardless of size, will benefit from core service strategies like

• Establishing high standards of customer service
• Helping staff hear the voice of the customer
• Hiring customer service pros
• Helping staff cope better in a stressful atmosphere
• Reducing anxiety to increase satisfaction
• and more!

WENDY LEEBOV is associate vice president of Organizational Learning and Performance Enhancement for the Albert Einstein Healthcare Network in Philadelphia, where she is responsible for organizational change and performance effectiveness strategies. Wendy is a nationally recognized speaker, author, and consultant, having written five books on service and quality improvement. GAIL SCOTT, is president of Gail Scott and Associates in Meadowbrook, Pennsylvania. Gail is a nationally recognized consultant and speaker on organizational change strategies, team building, leadership development, and service improvement. For more than 20 years, she has worked with more than 500 health care clients in the United States and beyond. LOLMA OLSON is president of Sage Consulting, specializing in organziational transformation and service improvement. Lolma has over 25 years of experience in organization development and patient/customer relations.