Leadership for Great Customer Service: Satisfied Patients, Satisfied Employees eBook

$30.00

Your organization can have a top-notch customer service plan fully supported by management, but if the bedside staff does not embrace the approach, it may as well not exist.

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About this eTextbook

Your organization can have a top-notch customer service plan fully supported by management, but if the bedside staff does not embrace the approach, it may as well not exist. The authors of this unique book contend that the best way to get buy-in from provider staff is to show them how customer service can make their difficult job of clinical care—easier! Written by practicing physicians, this book includes expert strategies and advice about connecting with your staff on their level.

Use the stories, quotations, and training exercises to build a fully supported customer service program. Concepts the book explores include: Just as every patient has a technical, clinical diagnosis, they also have a customer service diagnosis The more patients know what to expect, the more they feel in control-and the happier they are Complaint and compliment analysis (with trending over time) and instant feedback to the staff is essential Because there is frequently a difference between provider expectations and the patient's expectations, leaders need to help staff learn to negotiate more effectively Predetermined scripts help guide staff through predictable, frequent, and even problem-prone areas in your organization Staff create "moments of truth" for patients thousands of times a day-the sum of which create the reputation of your healthcare organization The book's numerous examples can be used as scripts for many common situations. Share these examples with your staff to use as is, or to spark the development of new scripts for situations that commonly arise at your organization.

Publication details

Author: Robert Cates
Publisher: Health Administration Press
eText ISBN: 9781640550735, 1640550739

What you receive

A licensed digital edition of this title, supplied as PDF or EPUB. The format is set by the publisher, so email us the ISBN before ordering and we will confirm which one it is.
Delivered to the email address on your order as a secure download link, usually within minutes and always within 24 hours of payment.
Download links do not expire and there is no cap on re-downloads. Readable on any computer, tablet or phone, online or offline.
This is a digital edition. Nothing is printed, packed or posted, and there is no delivery charge.

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About this eTextbook

Use the stories, quotations, and training exercises to build a fully supported customer service program. Concepts the book explores include: Just as every patient has a technical, clinical diagnosis, they also have a customer service diagnosis The more patients know what to expect, the more they feel in control-and the happier they are Complaint and compliment analysis (with trending over time) and instant feedback to the staff is essential Because there is frequently a difference between provider expectations and the patient’s expectations, leaders need to help staff learn to negotiate more effectively Predetermined scripts help guide staff through predictable, frequent, and even problem-prone areas in your organization Staff create "moments of truth" for patients thousands of times a day-the sum of which create the reputation of your healthcare organization The book’s numerous examples can be used as scripts for many common situations. Share these examples with your staff to use as is, or to spark the development of new scripts for situations that commonly arise at your organization.

Publication details

Author: Robert Cates
Publisher: Health Administration Press
eText ISBN: 9781640550735, 1640550739

What you receive

A licensed digital edition of this title, supplied as PDF or EPUB. The format is set by the publisher, so email us the ISBN before ordering and we will confirm which one it is.
Delivered to the email address on your order as a secure download link, usually within minutes and always within 24 hours of payment.
Download links do not expire and there is no cap on re-downloads. Readable on any computer, tablet or phone, online or offline.
This is a digital edition. Nothing is printed, packed or posted, and there is no delivery charge.