Customer Service in Health Care

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.