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

By Kristin Baird

Research confirms that it truly is six occasions extra expensive to draw a brand new client than it's to hold an latest one.

Creating a tradition of carrier excellence calls for making plans, instruction, and endurance. Customer carrier in overall healthiness Care is designed to supply readers with the elemental details and abilities to begin or develop a customer support initiative inside a overall healthiness care association. This ebook concentrates on motion in place of concept. It deals a realistic, step by step strategy for making a tradition shift towards customer support excellence in any respect degrees of a company, and provides the necessities to enhancing functionality that might convey the contributors in the direction of the undertaking, values, and standards.

  • Chapters concentration on:
  • Tools for constructing and measuring customer support group goals
  • Creating customer support criteria distinctive for your organization
  • Tips on education sessions
  • Strategies for conserving top-of-mind expertise of shopper provider between employees
  • Customer carrier ideas for physicians and nurses
  • An evaluation of purchaser carrier as a vital part of commercial improvement and marketing

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Extra resources for Customer service in health care : a grassroots approach to creating a culture of service excellence

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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. Call the top administrative team together for an open dialogue about core values and how they relate to patient satisfaction and the customer service initiative. Keep in mind that knowing the importance of good customer service and leading an organization toward service excellence are not one and the same.

Phil could have kept going out of the parking lot that day or settled for calling a tow truck. But Phil is not just a good guy, he’s a person who sees himself as a direct extension of his employer—the clinic. When Phil acted, he acted on behalf of his organization and in response to the values he holds dear. He took action to help someone in need and would never have mentioned a word to anyone. But this grateful woman wrote a letter to the administrator praising not only Phil for his kindness but also the clinic for having the good sense to hire wonderful employees like him.

Administration loses credibility if we ask managers to change, then don’t provide them with the tools to make change happen. qxd 9/21/05 9:51 AM Page 31 Leading toward a Corporate Culture of Service Excellence • 31 into action every day. After all, aren’t we looking for clinical expertise? It has taken health care decades to evolve to the point of valuing management skills as unique and desirable traits beyond clinical expertise. Historically, the best clinicians were made nurse managers. Never mind that they had no management skills; they could learn.

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