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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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