Customer Service in Health Care by Kristin Baird
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Customer Service in Health Care

Customer Service in Health Care


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About the Book

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
About the Author:

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.


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Product Details
  • ISBN-13: 9780787952518
  • Publisher: Jossey-Bass
  • Publisher Imprint: Jossey-bass
  • Edition: Reprint
  • Language: English
  • Returnable: N
  • Spine Width: 11 mm
  • Weight: 272 gr
  • ISBN-10: 0787952516
  • Publisher Date: 13 Jul 2000
  • Binding: Paperback
  • Height: 226 mm
  • No of Pages: 176
  • Series Title: J-B AHA Press
  • Sub Title: A Grassroots Approach to Creating a Culture of Service Excellence
  • Width: 152 mm


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