Customer Service in Health Care: A Grassroots Approach to Creating a Culture of Service Excellence (Paperback) (ISBN-13: 9780787952518)

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

Author: Kristin Baird
ISBN-10: 0787952516
ISBN-13: 9780787952518
Publisher: Jossey-Bass
Language: English
Published: 07/21/2000
Pages: 176
Format: Paperback
Weight: 0.49lbs
Size: 8.88h x 5.98w x 0.44d