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9781567932287

Leadership for Great Customer Service : Satisfied Patients, Satisfied Employees

by ;
  • ISBN13:

    9781567932287

  • ISBN10:

    1567932282

  • Edition: 1st
  • Format: Paperback
  • Copyright: 2004-08-01
  • Publisher: Foundation of the Amer College

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Supplemental Materials

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Summary

Presents a humorous look at customer service written by practicing physicians and provides a blueprint for creating and sustaining a practical customer service program. Offers practical strategies for working with patients and uses numerous examples. Also includes scripts for situations commonly encountered in clinical practice.

Author Biography

Thom A. Mayer, is president and chief executive officer of BestPractices, Inc., a national resource in physician leadership and management.

Table of Contents

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 treatmentp. 35
The second survival skill : negotiating agreement and resolution of expectationsp. 47
The third survival skill : creating moments of truthp. 81
Epilogue : putting survival skills to workp. 109
Table of Contents provided by Blackwell. All Rights Reserved.

Supplemental Materials

What is included with this book?

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.

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