Customer Service Health Care (JB) - Couverture souple

Baird, Kristin

Couverture souple

ISBN 10 : 0787952516 ISBN 13 : 9780787952518

Editeur : Jossey-Bass, 2000

Synopsis

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

A propos du livre

À propos de l'auteur

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.

Détails de l'édition

• Éditeur: Jossey-Bass
• Date d'édition: 2000
• Langue: anglais
• ISBN 10: 0787952516
• ISBN 13: 9780787952518
• Reliure: Broché
• Nombre de pages: 176
• Coordonnées du fabricant: non disponible
• Personne responsable: non disponible