Total Customer Satisfaction: A Comprehensive Approach for Health Care Providers (Paperback) (ISBN-13: 9780787943929)

A valuable tool for any health care leader dedicated to improvingthe quality of care and enhancing patient satisfaction. Combiningtheory and discussion with a practical action plan' format, Sherman challenges the reader to think about solutions, not justideas.
--Irwin Press, president, Press, Ganey Associates, Inc.

Whether you're a CEO, a caregiver, or simply someone who caresabout the results of service initiatives, you'll find plenty ofgreat ideas in this book.
--Mark C. Clement, president and CEO, Holy Cross Hospital, Winner,1994 AHA Great Comebacks Award, 1996 International Enterprise Awardfor Customer Satisfaction, 1998 Global Best Practices Award forCustomer Service

Total Customer Satisfaction reports on the breakthrough methodsused by awarding winning hospitals and health care organizations toachieve top-rated national status in customer satisfaction. Learnfrom top experts in the field of how to create and implement totalcustomer satisfaction tactical plan that will boost customersatisfaction ratings in your health care organization.

Author: Stephanie G. Sherman, V. Clayton Sherman
ISBN-10: 0787943924
ISBN-13: 9780787943929
Publisher: Jossey-Bass
Language: English
Published: 12/28/1998
Pages: 400
Format: Paperback
Weight: 1.52lbs
Size: 9.33h x 7.48w x 0.86d