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Service Excellence: The Customer Relations Strategy for Health Care

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Manufacturer: AuthorHouse

List Price: $21.95
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About this book: Designed for healthcare change agents, organizational development specialists, department directors, trainers, human resources personnel, administrators and service improvement team leaders and facilitators, and consultants, this book is a practical guide to creating an organization-wide strategy that results in heightened staff awareness of the importance of customers, higher levels of patient/customer satisfaction and continuous improvement in service behavior and systems. After building a case in Part I for the potential of impressive service quality as an unparalleled competitive advantage, Part II identifies concrete tactics that help change agents, teams and healthcare leaders to align everyday practices with the organization's focus on service quality. Tactics are provided that support "ten pillars of service excellence", including Leadership Philosophy and Commitment, Accountability, Input and Evaluation, Problem-Solving and Complaint Management, Staff Development and Training, Reward and Recognition, Communication, Physician Performance, Employee as Customer, and Refreshers and Reminders. Part III provides operational strategies, including planning and staffing for service excellence, handling resistance, and giving your strategy "staying power."

PRODUCT DESCRIPTIONS:

Binding: Paperback
Dewey Decimal Number: 610
EAN: 9780595283675
ISBN: 0595283675
Label: AuthorHouse
Manufacturer: AuthorHouse
Number Of Items: 1
Number Of Pages: 348
Publication Date: 2003-06-29
Publisher: AuthorHouse
Release Date: 2003-06-29
Studio: AuthorHouse


SIMILAR ITEMS:

• Customer Service for Professionals in Health Care
• Service Savvy Health Care: One Goal at a Time
• Resolving Complaints for Professionals in Health Care
• Results That Last: Hardwiring Behaviors That Will Take Your Company to the Top
• Wendy Leebov's Essentials for Great Patient Experiences: No-Nonsense Solutions with Gratifying Results

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