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    Customer Service in Health Care
    A Grassroots Approach to Creating a Culture of Service Excellence

    by Kristin Baird

    🔰 Customer Service in Health Care • READ MORE 🔰

    • Author: Kristin Baird
    • Format: paperback, 176 pages
    • Language: english
    • Publisher: Jossey-Bass
    • Release date: July 13, 2000
    • ISBN: 9780787952518 (0787952516)

    About The Book

    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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