Customer Service in Health Care: A Grassroots Approach to Creating a Culture of Service Excellence

Create Your Own Culture of Service Excellence Customer Service in Health Care concentrates on action as opposed to theory . It offers a practical, step-by-step process for creating a culture shift toward customer service excellence at all levels of an organization, and presents the essentials to improving performance that will bring the individuals closer to the mission, values, and standards. Praise for Customer Service in Health Care "The challenge of creating a thoroughly customer-oriented culture in a health care organization is so much more fundamental than sending a few people off to be 'Disneyfied.'...The challenge, however, can be met—as this book demonstrates—if leadership appreciates the key role of middle managers and, as the author so wonderfully says, builds the culture 'from the ground up.' Filling this book with examples, techniques, and tips, the author comes from and speaks to the real world." — Terrence J. Rynne President, Rynne Marketing Group, and author of Healthcare Marketing in Transition "A wonderful guide that every manager can use.... Kristin Baird's advice helps health care leaders understand the need for great customer satisfaction." — Stephanie G. Sherman Author of Total Customer Satisfaction: A Comprehensive Approach for Health Care Providers "Combines the inspiration of 'why to focus' on customer service with the real-life 'how to's.' An excellent road map for health care leaders that provides direction and milestones in the journey toward great customer service!" — Quint Studer President, Baptist Hospital, Inc., of Pensacola, Florida

List of Figures and Tables. About the Author. Preface. Acknowledgements. Why Customer Service. Setting Your Course – Senior Leadership that Takes the Wheel. Championing Buy–In and Ownership – You Can′t Do It Alone. Where Are You Now? – Establishing Your Baseline. Creating Meaningful Standards to Live By. The Training Sessions – Getting Everyone on the Same Page. Keeping the Effort Alive. Customer Service Pointers for Physicians. A Message for Nurses. Measuring Results. Index.

"Cheerful, down–to–earth, and widely experienced, Baird has written a well–organized, readable book with a can–do message…" ( AORN Journal , 6/1/2004, Vol 70, No. 6) "Read this book for an action–oriented approach..." ( The Healthcare Collaborator , August 2001)