Baird Customer Service in Health Care

A Grassroots Approach to Creating a Culture of Service Excellence
1. Auflage 2014
ISBN: 978-1-119-02031-8
Verlag: John Wiley & Sons
Format: PDF
Kopierschutz: Adobe DRM (»Systemvoraussetzungen)

E-Book, Englisch, 176 Seiten, E-Book

Reihe: J-B AHA Press

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

Autoren/Hrsg.

Baird, Kristin

Inhaltsverzeichnis

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.