Note: Supplemental materials are not guaranteed with Rental or Used book purchases.
Purchase Benefits
What is included with this book?
Getting started : why worry about customer service in healthcare? | p. 1 |
Are they patients, or are they customers? | p. 21 |
The first survival skill : making the customer service diagnosis (in addition to the clinical diagnosis) and offering the right treatment | p. 35 |
The second survival skill : negotiating agreement and resolution of expectations | p. 47 |
The third survival skill : creating moments of truth | p. 81 |
Epilogue : putting survival skills to work | p. 109 |
Table of Contents provided by Blackwell. All Rights Reserved. |
The New copy of this book will include any supplemental materials advertised. Please check the title of the book to determine if it should include any access cards, study guides, lab manuals, CDs, etc.
The Used, Rental and eBook copies of this book are not guaranteed to include any supplemental materials. Typically, only the book itself is included. This is true even if the title states it includes any access cards, study guides, lab manuals, CDs, etc.