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

ISBN: 0787952516

Author: Baird, Kristin

Condition: New

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