Customer Service in Health Care A Grassroots Approach to Creating a Culture of Service Excellence J-B AHA Press Series

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

List 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.

KRISTIN BAIRD's 20 years experience as a health care marketing and communications consultant, administrator, and registered nurse have shaped a keen understanding of customer service from a variety of perspectives. A facilitator, speaker, and writer, Ms. Baird conducts focus groups and management training sessions on a variety of health care issues.