Baird, Kristin
Customer Service in Health Care: A Grassroots Approach to Creating a Culture of Service Excellence
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
Keywords: Public Health Services & Policy
- Author(s)
- Baird, Kristin
- Publisher
- John Wiley and Sons, Inc.
- Publication year
- 2000
- Language
- en
- Edition
- 1
- Series
- J-B AHA Press
- Category
- Medicine, Health Care, Mode
- Format
- Ebook
- eISBN (PDF)
- 9781119020318
- Printed ISBN
- 9780787952518