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Jossey-Bass Customer Service Health Care (JB): A Grassroots Approach to Creating a Culture of Service Excellence: 36 (J-B AHA Press)

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Description

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

Product Specifications

Format
paperback
Domain
Amazon UK
Release Date
29 June 2000
Listed Since
30 December 2006

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