Customer Service in Health Care: A Grassroots Approach to Creating a Culture of Service Excellence
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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
Publisher : Jossey-Bass; 1st edition (June 29, 2000)
Language : English
Paperback : 250 pages
ISBN-10 : 0787952516
ISBN-13 : 978-0787952518
Item Weight : 8.9 ounces
Dimensions : 5.94 x 0.46 x 8.94 inches
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