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Customer Service in Health Care. A Grassroots Approach to Creating a Culture of Service Excellence. Edition No. 1. J-B AHA Press

  • ID: 5224583
  • Book
  • July 2014
  • 176 Pages
  • John Wiley and Sons Ltd
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Research confirms that it is six times more costly to attract anew customer than it is to retain an existing one.

Creating a culture of service excellence requires planning,preparation, and persistence. Customer Service in HealthCare is designed to provide readers with the fundamentalinformation and skills to start or strengthen a customer serviceinitiative within a health care organization. This bookconcentrates on action as opposed to theory. It offers a practical,step-by-step process for creating a culture shift toward customerservice excellence at all levels of an organization, and presentsthe essentials to improving performance that will bring theindividuals closer to the mission, values, and standards.

Chapters focus on:

Tools for establishing and measuring customer service teamgoals

Creating customer service standards unique to yourorganization

Tips on training sessions

Strategies for maintaining top-of-mind awareness of customerservice among employees

Customer service techniques for physicians and nurses

An overview of customer service as an essential component ofbusiness development and marketing
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List of Figures and Tables.

About the Author.

Preface.

Acknowledgements.

Why Customer Service.

Setting Your Course -
Senior Leadership that Takes theWheel.

Championing Buy-In and Ownership -
You Can't Do It Alone.

Where Are You Now? -
Establishing Your Baseline.

Creating Meaningful Standards to Live By.

The Training Sessions -
Getting Everyone on the Same Page.

Keeping the Effort Alive.

Customer Service Pointers for Physicians.

A Message for Nurses.

Measuring Results.

Index.
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Kristin Baird
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