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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
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
Note: Product cover images may vary from those shown
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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.
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.
Note: Product cover images may vary from those shown
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Kristin Baird
Note: Product cover images may vary from those shown
