Achieving Impressive Customer Service: 7 Strategie: 7 Strategies for the Health Care Manager (J–B AHA Press) - Softcover

Leebov, Wendy; Scott, Gail; Olson, Lolma

Softcover

ISBN 10: 1556482302 ISBN 13: 9781556482304

Publisher: John Wiley & Sons, 1998

Synopsis

A comprehensive array of detailed, useful strategies 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

• Establishing high standards of customer service
• Helping staff hear the voice of the customer
• Hiring customer service pros
• Helping staff cope better in a stressful atmosphere
• Reducing anxiety to increase satisfaction
• and more!

About this title

Review:

"The tools outlined in this book can be implemented rapidly and inexpensively...They hold great promise for institutions and individuals who want to succeed." Ron J. Anderson, MD, President and CEO, Parkland Health & Hospital System

About the Author:

WENDY LEEBOV is associate vice president of Organizational Learning and Performance Enhancement for the Albert Einstein Healthcare Network in Philadelphia, where she is responsible for organizational change and performance effectiveness strategies. Wendy is a nationally recognized speaker, author, and consultant, having written five books on service and quality improvement. GAIL SCOTT, is president of Gail Scott and Associates in Meadowbrook, Pennsylvania. Gail is a nationally recognized consultant and speaker on organizational change strategies, team building, leadership development, and service improvement. For more than 20 years, she has worked with more than 500 health care clients in the United States and beyond. LOLMA OLSON is president of Sage Consulting, specializing in organziational transformation and service improvement. Lolma has over 25 years of experience in organization development and patient/customer relations.

About this edition

• Publisher: John Wiley & Sons
• Publication date: 1998
• ISBN 10: 1556482302
• ISBN 13: 9781556482304
• Binding: Paperback
• Number of pages: 292