Total Customer Satisfaction A Comprehensive Approach for Health Care Providers

by Sherman, Stephanie G.; Sherman, V. Clayton

• ISBN13: 9780787943929
• ISBN10: 0787943924
• Edition: 1st
• Format: Paperback
• Copyright: 1998-12-28
• Publisher: Jossey-Bass

Summary

A valuable tool for any health care leader dedicated to improving the quality of care and enhancing patient satisfaction. Combining theory and discussion with a practical 'action plan' format, Sherman challenges the reader to think about solutions, not just ideas.--Irwin Press, president, Press, Ganey Associates, Inc.Whether you're a CEO, a caregiver, or simply someone who cares about the results of service initiatives, you'll find plenty of great ideas in this book.--Mark C. Clement, president and CEO, Holy Cross Hospital, Winner, 1994 AHA Great Comebacks Award, 1996 International Enterprise Award for Customer Satisfaction, 1998 Global Best Practices Award for Customer ServiceTotal Customer Satisfaction reports on the breakthrough methods used by awarding winning hospitals and health care organizations to achieve top-rated national status in customer satisfaction. Learn from top experts in the field of how to create and implement total customer satisfaction tactical plan that will boost customer satisfaction ratings in your health care organization.

Author Biography

STEPHANIE G. SHERMAN is executive vice president of Management House, Inc. and is the author of Make Yourself Memorable, which was adopted by the Newbridge Executive Program. V. CLAYTON SHERMAN is the author of the bestselling Jossey-Bass book Creating the New American Hospital.

Table of Contents

Figures, Tables, and Exhibits	ix	(4)
Preface	xiii	(4)
About the Authors	xvii
Chapter 1 Extraordinary Customer Satisfaction: The Facts and the Promise	1	(22)
Chapter 2 Eighteen Commandments for Well-Managed Customer Satisfaction Programs	23	(64)
Chapter 3 What the Customer Really Wants	87	(52)
Chapter 4 Measurement Tools That Work	139	(16)
Chapter 5 Calculating the Cost of Dissatisfied Customers	155	(26)
Chapter 6 How to Win and Retain Customer Loyalty	181	(40)
Chapter 7 The Irrational Nature of Customer Satisfaction: Sweating the Small Stuff	221	(30)
Chapter 8 Building the Customer Satisfaction Team	251	(42)
Chapter 9 Designing Your Customer Service Strategy	293	(44)
Chapter 10 Prescriptions for Sustaining Top Customer Satisfaction Ratings	337	(20)
Recommended Readings	357	(2)
Index	359