Resolving Complaints for Professionals in Health Care - Couverture souple

Leebov, Wendy

Couverture souple

ISBN 10 : 0595283616 ISBN 13 : 9780595283613

Editeur : iUniverse, 2003

Synopsis

Raising awareness that customer complaints are a second chance to make things right for a customer, this short, practical, easy-to-read book helps healthcare employees who interact with patients, physicians, other customers and coworkers to handle complaints with courtesy, tact, creative problem-solving and follow-through. Highlighting the advantages of effective complaint handling or "service recovery", this book provides a variety of case situations, self-assessment exercises and practice exercises for trying out and sharpening complaint-handling and complaint resolution skills. An excellent skill-builder for individual employees; also a great training tool for healthcare groups.

A propos du livre

À propos de l?auteur

Wendy Leebov consults with healthcare organizations on how to create great service for patients and a great place to work. Most recently VP, Human Resources at Albert Einstein Healthcare Network, Wendy has written more than ten books and conducts retreats, workshops, speeches and change processes for health care. She received her doctorate from the Harvard Graduate School of Education.To reach the author:Wendy Leebov, Ed.D.E-mail: leebovw1@comcast.net

Détails de l'édition

• Éditeur: iUniverse
• Date d'édition: 2003
• Langue: anglais
• ISBN 10: 0595283616
• ISBN 13: 9780595283613
• Reliure: Broché
• Nombre de pages: 58
• Coordonnées du fabricant: non disponible
• Personne responsable: non disponible