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Download Customer service in health care : a grassroots approach to by Kristin Baird PDF

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By Kristin Baird

Research confirms that it's six instances extra high priced to draw a brand new patron than it truly is to continue an latest one.

Creating a tradition of provider excellence calls for making plans, coaching, and patience. Customer provider in healthiness Care is designed to supply readers with the basic info and talents to begin or advance a customer support initiative inside a wellbeing and fitness care association. This e-book concentrates on motion in place of concept. It bargains a pragmatic, step by step procedure for making a tradition shift towards customer support excellence in any respect degrees of a company, and provides the necessities to bettering functionality that may carry the members toward the venture, values, and standards.

  • Chapters concentration on:
  • Tools for constructing and measuring customer support staff goals
  • Creating customer support criteria special in your organization
  • Tips on education sessions
  • Strategies for keeping top-of-mind expertise of purchaser provider between employees
  • Customer provider recommendations for physicians and nurses
  • An evaluate of shopper provider as a vital part of industrial improvement and marketing

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Additional info for Customer service in health care : a grassroots approach to creating a culture of service excellence

Sample text

I was told very bluntly that there was little, if any, faith that the bad apples would be weeded out. My initial shock and discouragement led to an action plan. Listening to the focus groups made it clear that there was a trickle-down effect that had to be changed. This message was communicated in the management customer service training session but required repetition for months to come. Building a stronger layer of middle managers is crucial to the success of any organization, but particularly those committed to customer service excellence.

111. 6. Stephen Covey, Seven Habits of Highly Successful People (New York: Simon & Schuster, 1989). 7. Vicki Piper, “Building the Right Team,” conference presentation, Holy Cross Hospital Service Excellence Institute, Chicago (June 9, 1998). qxd 9/21/05 9:52 AM Page 42 42 • Championing Buy-In and Ownership—You Can’t Do It Alone A winning team needs a good coach. Imagine football players at the sidelines ready to take the field. Adrenaline pumping, they’re fired up and ready to win, but they have no game plan.

Years of acrossthe-board raises left many employees comfortable with the status quo. When an attitude of “we’ve always done it this way” is rewarded with pay increases and job security, it’s a little difficult to create a desire for change. Making Sure All the Leadership Team Are on the Same Page Assuming that all of the leadership team are thinking and expecting the same things with regard to customer service can be a critical error. qxd 9/21/05 9:51 AM Page 28 28 • Setting Your Course—Senior Leadership Takes the Wheel the vision for customer service and back into the specifics of what is required for each person involved in shaping the culture.

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