Achieving Impressive Customer Service: 7 Strategies for the Health Care Manager

By Gail Scott, Lolma Olson, Wendy Leebov, et al.

Book Overview

Are you looking for effective ways to improve service excellence with your team? Achieving Impressive Customer Service helps healthcare managers inspire and mobilize their teams to extend effective service and caring to the people they serve. This book describes a rich array of simple, doable approaches that, one at a time, or in tandem, will result in improved service quality and customer satisfaction. This book is especially useful for: - Managers of service lines, ancillary services and support service in hospitals and systems - Administrators who want to provide managers with powerful tools for making improvements - Managers in managed care, ambulatory care, medical practices, home care and long-term care - Administrative physicians - Professionals in training, education, and organization development - Change agents and consultants - Anyone in health care who wants to focus on achieving impressive customer services If you want to engage your team in advancing service quality, Achieving Impressive Customer Service has concrete strategies for you

• Format: Paperback
• Language: English
• ISBN: 1480100498
• ISBN13: 9781480100497
• Release Date: September 2012
• Publisher: Createspace Independent Publishing Platform
• Length: 328 Pages
• Weight: 0.97 lbs.
• Dimensions: 0.7" x 6.0" x 9.0"

Customer Reviews

Well researched and quite useful but a complex application.

This is clearly a well researched volume based on accepted current business practices and their trappings. As a reference source on viable methods of addressing specific areas of non clinical service delivery, it is thorough and quite useful. However the me(physician/administrator) vs them feeling, that is an ongoing problem in practices, and which comes through repeatedly with the word "behavior" as one example, is bothersome. (The book might be more aptly titled: "Staff Selection and Motivation in Non Clinical Service") Still for Customer Service to be truly effective and continuing, it has to come from within and cannot be imposed from without. Training and service objectives need to resonate with each individual to be smoothly integrated and become more than a mechanical reaction to job performance requirements. Further Customer Service needs to be differentiated from clinical services such as explaining an IV. The prospect of a physician sitting down, reading this book and saying he/she is going to implement this, in all its complexity, is remote. He needs custom-tailored guidance and systems that run themselves as much as possible. The conclusion of the final chapter says, in essence, "you've got to do SOMETHING!" But what, which?

Great book. Chock full of service strategies for healthcare

I'm C.O.O at a rehab hospital. I've been reading Wendy's books on service improvement in healthcare for years. This newest one is really terrific, because the strategies she describes are ones I can use as an administrator and also get my managers to use...without the need for training. This book is a manual really...a real "how-to" book. It's worth buying one for every manager.