Total Customer Satisfaction: A Comprehensive Approach for Health Care Providers

Total Customer Satisfaction reports on the breakthrough methods used by award winning hospitals and health care organizations to achieve top–rated national status in customer satisfaction. Learn from top experts in the field how to create and implement a total customer satisfaction tactical plan that will boost customer satisfaction ratings in your health care organization.

Spis treści:
Figures, Tables, and Exhibits.
Preface.
About the Authors.
Chapter 1: Extraordinary Customer Satisfaction: The Facts and the Promise.
Chapter 2: Eighteen Commandments for Well–Managed Customer Satisfaction Programs.
Chapter 3: What the Customer Really Wants.
Chapter 4: Measurement Tools That Work.
Chapter 5: Calculating the Cost of Dissatisfied Customers.
Chapter 6: How to Win and Retain Customer Loyalty.
Chapter 7: The Irrational Nature of Customer Satisfaction: Sweating the Small Stuff.
Chapter 8: Building the Customer Satisfaction Team.
Chapter 9: Designing Your Customer Service Strategy.
Chapter 10: Prescriptions for Sustaining Top Customer Satisfaction Ratings.
Recommended Readings.
Index.

Nota biograficzna:
STEPHANIE G. SHERMAN is executive vice president of Management House, Inc. and is the author of Make Yourself Memorable, which was adopted by the Newbridge Executive Program.
V. CLAYTON SHERMAN is the author of the bestselling Jossey–Bass book Creating the New American Hospital.

Okładka tylna:
Total Customer Satisfaction reports on the breakthrough methods used by award winning hospitals and health care organizations to achieve top–rated national status in customer satisfaction. Learn from top experts in the field how to create and implement a total customer satisfaction tactical plan that will boost customer satisfaction ratings in your health care organization.