A comprehensive array of detailed, useful starategies to improve customer service are presented in this easy-to-use manual. Health care administrators, managers, and supervisors in any provider organization, regardless of size, will benefit from core service strategies like :-
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establishing high standards of customer service
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helping staff hear the voice of the customer
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hiring customer service pros
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helping staff cope better in a stressful environment
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reducing anxiety to increase satisfaction
About the Authors
Acknowledgments
Introduction
Chapter 1 : Hire Service Savvy People
Chapter 2 : Establish High Standards of Customer Service
Chapter 3 : Help Staff Hear the Voice of the Customer
Chapter 4 : Remove Barriers so Staff Can Serve Customers
Chapter 5 : Reduce Anxiety to Increase Satisfaction
Chapter 6 : Help Staff Cope Better in a Stressful Atmosphere
Chapter 7 : Maintain Your Focus on Service
Chapter 8 : Getting Personal
Index
