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JB Aha Press Ser.: Customer Service in Health Care : A Grassroots Approach to Creating a Culture of Service Excellence by Kristin Baird (2000, Trade Paperback)
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CUSTOMER SERVICE IN HEALTH CARE: A GRASSROOTS APPROACH TO CREATING A CULTURE OF SERVICE EXCELLENCE By Kristin Baird **BRAND NEW**.
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About this product
Product Identifiers
PublisherWiley & Sons, Incorporated, John
ISBN-100787952516
ISBN-139780787952518
eBay Product ID (ePID)1797418
Product Key Features
Number of Pages176 Pages
LanguageEnglish
Publication NameCustomer Service in Health Care : a Grassroots Approach to Creating a Culture of Service Excellence
SubjectCustomer Relations, Physician & Patient, General
Publication Year2000
TypeTextbook
Subject AreaHealth & Fitness, Business & Economics, Medical
AuthorKristin Baird
SeriesJB Aha Press Ser.
FormatTrade Paperback
Dimensions
Item Height0.5 in
Item Weight8.9 Oz
Item Length8.9 in
Item Width5.9 in
Additional Product Features
Intended AudienceScholarly & Professional
Dewey Edition23
Reviews"Cheerful, down-to-earth, and widely experienced, Baird has writtena well-organized, readable book with a can-do message..."(AORN Journal, 6/1/2004, Vol 70, No. 6) "Read this book for an action-oriented approach..." (TheHealthcare Collaborator, August 2001)"A wonderful guide that every manager can use. Kristin Baird'sadvice helps health care leaders understand the need for greatcustomer satisfaction." --Stephanie G. Sherman, author, Total CustomerSatisfaction "Combines the inspiration of 'why to focus' on customer serviceswith the real-life 'how-tos'. An excellent road map for health careleaders that provides direction and milestones in the journeytoward a great customer service!" --Quint Studer, president, Baptist Hospital, Inc., ofPensacola, FL "The challenge of creating a thoroughly customer-orientatedculture in a health care organization is so more fundamental thansAnding a few people off to the 'Disneyfied'.... The challenge,however, can be met--as this book demonstrates--ifleadership appreciates the key role of middle managers and, as theauthor so wonderfully says, builds the culture 'from the groundup.' Filled with examples, techniques, and tips, the author comesfrom and speaks to the real world." --Terrence J. Rynne, president, Rynne Marketing Group, authorof Healthcare Marketing in Transition, "Cheerful, down-to-earth, and widely experienced, Baird has written a well-organized, readable book with a can-do message..." ( AORN Journal , 6/1/2004, Vol 70, No. 6) "Read this book for an action-oriented approach..." ( The Healthcare Collaborator , August 2001)
Series Volume Number36
IllustratedYes
Dewey Decimal362.1068
Table Of ContentList of Figures and Tables. About the Author. Preface. Acknowledgements. Why Customer Service. Setting Your Course - Senior Leadership that Takes theWheel. 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.
SynopsisResearch confirms that it is six times more costly to attract anew customer than it is to retain an existing one. Creating a culture of service excellence requires planning, preparation, and persistence. Customer Service in HealthCare is designed to provide readers with the fundamentalinformation and skills to start or strengthen a customer serviceinitiative within a health care organization. This bookconcentrates on action as opposed to theory. It offers a practical, step-by-step process for creating a culture shift toward customerservice excellence at all levels of an organization, and presentsthe essentials to improving performance that will bring theindividuals closer to the mission, values, and standards. * Chapters focus on: * Tools for establishing and measuring customer service teamgoals * Creating customer service standards unique to yourorganization * Tips on training sessions * Strategies for maintaining top-of-mind awareness of customerservice among employees * Customer service techniques for physicians and nurses * An overview of customer service as an essential component ofbusiness development and marketing, Create Your Own Culture of Service Excellence Customer Service in Health Care 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. Praise for Customer Service in Health Care "The challenge of creating a thoroughly customer-oriented culture in a health care organization is so much more fundamental than sending a few people off to be Disneyfied....The challenge, however, can be met as this book demonstrates if leadership appreciates the key role of middle managers and, as the author so wonderfully says, builds the culture from the ground up. Filling this book with examples, techniques, and tips, the author comes from and speaks to the real world." Terrence J. Rynne, President,Rynne Marketing Group, and author of Healthcare Marketing in Transition "A wonderful guide that every manager can use.... Kristin Bairds advice helps health care leaders understand the need for great customer satisfaction." Stephanie G. Sherman , Author of Total Customer Satisfaction: A Comprehensive Approach for Health Care Providers "Combines the inspiration of why to focus on customer service with the real-life how tos. An excellent road map for health care leaders that provides direction and milestones in the journey toward great customer service!" Quint Studer , President, Baptist Hospital, Inc., of Pensacola, Florida, 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., Research confirms that it is six times more costly to attract anew customer than it is to retain an existing one. Creating a culture of service excellence requires planning,preparation, and persistence. Customer Service in HealthCare is designed to provide readers with the fundamentalinformation and skills to start or strengthen a customer serviceinitiative within a health care organization. This bookconcentrates on action as opposed to theory. It offers a practical,step-by-step process for creating a culture shift toward customerservice excellence at all levels of an organization, and presentsthe essentials to improving performance that will bring theindividuals closer to the mission, values, and standards. * Chapters focus on: * Tools for establishing and measuring customer service teamgoals * Creating customer service standards unique to yourorganization * Tips on training sessions * Strategies for maintaining top-of-mind awareness of customerservice among employees * Customer service techniques for physicians and nurses * An overview of customer service as an essential component ofbusiness development and marketing
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