Customer Service in Health Care : A Grassroots Approach to Creating a Culture of Service Excellence Paperback / softback

by Kristin Baird

Part of the J-B AHA Press series

Paperback / softback

Available to Order - This title is available to order, with delivery expected within 2 weeks

Description

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