About this book: Designed for healthcare change agents, organizational development specialists, department directors, trainers, human resources personnel, administrators and service improvement team leaders and facilitators, and consultants, this book is a practical guide to creating an organization-wide strategy that results in heightened staff awareness of the importance of customers, higher levels of patient/customer satisfaction and continuous improvement in service behavior and systems. After building a case in Part I ...
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About this book: Designed for healthcare change agents, organizational development specialists, department directors, trainers, human resources personnel, administrators and service improvement team leaders and facilitators, and consultants, this book is a practical guide to creating an organization-wide strategy that results in heightened staff awareness of the importance of customers, higher levels of patient/customer satisfaction and continuous improvement in service behavior and systems. After building a case in Part I for the potential of impressive service quality as an unparalleled competitive advantage, Part II identifies concrete tactics that help change agents, teams and healthcare leaders to align everyday practices with the organization's focus on service quality. Tactics are provided that support "ten pillars of service excellence," including Leadership Philosophy and Commitment, Accountability, Input and Evaluation, Problem-Solving and Complaint Management, Staff Development and Training, Reward and Recognition, Communication, Physician Performance, Employee as Customer, and Refreshers and Reminders. Part III provides operational strategies, including planning and staffing for service excellence, handling resistance, and giving your strategy "staying power."
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Add this copy of Service Excellence: the Customer Relations Strategy for to cart. $2.98, good condition, Sold by ThriftBooks-Reno rated 5.0 out of 5 stars, ships from Reno, NV, UNITED STATES, published 1988 by Health Forum Publishing Company.
Add this copy of Service Excellence: the Customer Relations Strategy for to cart. $4.79, very good condition, Sold by Basement Seller 101 rated 5.0 out of 5 stars, ships from Cincinnati, OH, UNITED STATES, published 1988 by Health Forum.
Add this copy of Service Excellence: the Customer Relations Strategy for to cart. $5.10, good condition, Sold by Wonder Book - Member ABAA/ILAB rated 5.0 out of 5 stars, ships from Frederick, MD, UNITED STATES, published 1988 by Health Forum Publishing Company.
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Good. Good condition. A copy that has been read but remains intact. May contain markings such as bookplates, stamps, limited notes and highlighting, or a few light stains.
Add this copy of Service Excellence: the Customer Relations Strategy for to cart. $6.94, very good condition, Sold by UHR Books rated 5.0 out of 5 stars, ships from Hollis Center, ME, UNITED STATES, published 1988 by Health Forum.
Add this copy of Service Excellence: the Customer Relations Strategy for to cart. $14.32, good condition, Sold by ThriftBooks-Dallas rated 4.0 out of 5 stars, ships from Dallas, TX, UNITED STATES, published 2003 by Authors Choice Press.
Add this copy of Service Excellence: the Customer Relations Strategy for to cart. $34.95, good condition, Sold by Bonita rated 4.0 out of 5 stars, ships from Newport Coast, CA, UNITED STATES, published 1988 by Health Forum.
Add this copy of Service Excellence: the Customer Relations Strategy for to cart. $59.87, new condition, Sold by GridFreed rated 4.0 out of 5 stars, ships from North Las Vegas, NV, UNITED STATES, published 1988 by Health Forum.