Customer Service in Health Care: A Grassroots Approach to Creating a Culture of Service Excellence
July 2000, ©2000, Jossey-Bass
Creating a culture of service excellence requires planning, preparation, and persistence. Customer Service in Health Care is designed to provide readers with the fundamental information and skills to start or strengthen a customer service initiative within a health care organization. This book concentrates on action as opposed to theory. It offers a practical, step-by-step process for creating a culture shift toward customer service excellence at all levels of an organization, and presents the essentials to improving performance that will bring the individuals closer to the mission, values, and standards.
- Chapters focus on:
- Tools for establishing and measuring customer service team goals
- Creating customer service standards unique to your organization
- Tips on training sessions
- Strategies for maintaining top-of-mind awareness of customer service among employees
- Customer service techniques for physicians and nurses
- An overview of customer service as an essential component of business development and marketing
About the Author.
Why Customer Service.
Setting Your Course - Senior Leadership that Takes the Wheel.
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.
"Read this book for an action-oriented approach..." (The Healthcare Collaborator, August 2001)"A wonderful guide that every manager can use. Kristin Baird's advice helps health care leaders understand the need for great customer satisfaction."
—Stephanie G. Sherman, author, Total Customer Satisfaction
"Combines the inspiration of 'why to focus' on customer services with the real-life 'how-tos'. An excellent road map for health care leaders that provides direction and milestones in the journey toward a great customer service!"
—Quint Studer, president, Baptist Hospital, Inc., of Pensacola, FL
"The challenge of creating a thoroughly customer-orientated culture in a health care organization is so more fundamental than sAnding a few people off to the 'Disneyfied'.... The challenge, however, can be met—as this book demonstrates—if leadership appreciates the key role of middle managers and, as the author so wonderfully says, builds the culture 'from the ground up.' Filled with examples, techniques, and tips, the author comes from and speaks to the real world."
—Terrence J. Rynne, president, Rynne Marketing Group, author of Healthcare Marketing in Transition
Customer Service in Health Care: A Grassroots Approach to Creating a Culture of Service Excellence (US $60.00)
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