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

ISBN-13: 9780787952518 / Angielski / Miękka / 2000 / 176 str.

Kristin Baird

Opis

Research confirms that it is six times more costly to attract a new customer than it is to retain an existing one. Creating a culture of service excellence requires planning, preparation, and persistence. Customer Service in Health Care is designed to provide readers with the fundamental information and skills to start or strengthen a customer service initiative within a health care organization. This book concentrates on action as opposed to theory. It offers a practical, step-by-step process for creating a culture shift toward customer service excellence at all levels of an organization, and presents the essentials to improving performance that will bring the individuals closer to the mission, values, and standards.

Chapters focus on:
• Tools for establishing and measuring customer service team goals
• Creating customer service standards unique to your organization
• Tips on training sessions
• Strategies for maintaining top-of-mind awareness of customer service among employees
• Customer service techniques for physicians and nurses
• An overview of customer service as an essential component of business development and marketing

Recenzje

"Cheerful, down–to–earth, and widely experienced, Baird has written a well–organized, readable book with a can–do message " ( AORN Journal, 6/1/2004, Vol 70, No. 6)

"Read this book for an action–oriented approach..." (The Healthcare Collaborator, August 2001)

Spis treści

List of Figures and Tables.

About the Author.

Preface.

Acknowledgements.

Why Customer Service.

Setting Your Course – Senior Leadership that Takes the Wheel.

Championing Buy–In and Ownership – You Can′t Do It Alone.

Where Are You Now? – Establishing Your Baseline.

Creating Meaningful Standards to Live By.

The Training Sessions – Getting Everyone on the Same Page.

Keeping the Effort Alive.

Customer Service Pointers for Physicians.

A Message for Nurses.

Measuring Results.

Index.

O autorze

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.

Blurb

Create Your Own Culture of Service Excellence

Customer Service in Health Care concentrates on action as opposed to theory. It offers a practical, step–by–step process for creating a culture shift toward customer service excellence at all levels of an organization, and presents the essentials to improving performance that will bring the individuals closer to the mission, values, and standards.

Praise for Customer Service in Health Care

"The challenge of creating a thoroughly customer–oriented culture in a health care organization is so much more fundamental than sending a few people off to be ′Disneyfied.′...The challenge, however, can be met as this book demonstrates if leadership appreciates the key role of middle managers and, as the author so wonderfully says, builds the culture ′from the ground up.′ Filling this book with examples, techniques, and tips, the author comes from and speaks to the real world."
Terrence J. Rynne, President,Rynne Marketing Group, and author of Healthcare Marketing in Transition

"A wonderful guide that every manager can use.... Kristin Baird′s advice helps health care leaders understand the need for great customer satisfaction."
Stephanie G. Sherman, Author of Total Customer Satisfaction: A Comprehensive Approach for Health Care Providers

"Combines the inspiration of ′why to focus′ on customer service with the real–life ′how to′s.′ An excellent road map for health care leaders that provides direction and milestones in the journey toward great customer service!"
Quint Studer, President, Baptist Hospital, Inc., of Pensacola, Florida