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

by Baird, Kristin

• ISBN13: 9780787952518
• ISBN10: 0787952516
• eBook ISBN(s): 9781119030164
• Edition: 1st
• Format: Paperback
• Copyright: 2000-07-21
• Publisher: Jossey-Bass

Summary

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

Author Biography

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.

Table of Contents

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.