Description
Customer Service in Health Care
A Grassroots Approach to Creating a Culture of Service Excellence
J-B AHA Press Series
Author: Baird Kristin
Language: English
Subject for Customer Service in Health Care:
Keywords
service; action; care concentrates; excellence; culture; health; customer; practical; organization; stepbystep; levels; process; toward; shift; performance; mission; essentials; individuals closer; care; health
Publication date: 07-2000
176 p. · 15.1x22.7 cm · Paperback
176 p. · 15.1x22.7 cm · Paperback
Description
/li>Contents
/li>Biography
/li>
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
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
List of Figures and Tables.
About the Author.
Preface.
Acknowledgements.
Why Customer Service.
Setting Your Course -
Senior Leadership that Takes theWheel.
Championing Buy-In and Ownership -
You Can't Do It Alone.
Where Are You Now? -
Establishing Your Baseline.
Creating Meaningful Standards to Live By.
The Training Sessions -
Getting Everyone on the Same Page.
Keeping the Effort Alive.
Customer Service Pointers for Physicians.
A Message for Nurses.
Measuring Results.
Index.
About the Author.
Preface.
Acknowledgements.
Why Customer Service.
Setting Your Course -
Senior Leadership that Takes theWheel.
Championing Buy-In and Ownership -
You Can't Do It Alone.
Where Are You Now? -
Establishing Your Baseline.
Creating Meaningful Standards to Live By.
The Training Sessions -
Getting Everyone on the Same Page.
Keeping the Effort Alive.
Customer Service Pointers for Physicians.
A Message for Nurses.
Measuring Results.
Index.
KRISTIN BAIRD's 20 years experience as a health care marketing and communications consultant, administrator, and registered nurse have shaped a keen understanding of customer service from a variety of perspectives. A facilitator, speaker, and writer, Ms. Baird conducts focus groups and management training sessions on a variety of health care issues.
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