{"product_id":"customer-service-health-care-jb-a-grassroots-approach-to-creating-a-culture-of-service-excellence-36-jb-aha-press-9780787952518","title":"Customer Service Health Care JB A Grassroots","description":"\u003cb\u003eBook Synopsis\u003c\/b\u003e\u003cbr\u003eResearch confirms that it is six times more costly to attract a new customer than it is to retain an existing one.     Creating a culture of service excellence requires planning, preparation, and persistence.\u003cbr\u003e\u003cbr\u003e\u003cb\u003eTrade Review\u003c\/b\u003e\u003cbr\u003e\"Cheerful, down-to-earth, and widely experienced, Baird has writtena well-organized, readable book with a can-do message...\"(AORN Journal, 6\/1\/2004, Vol 70, No. 6)\u003cbr\u003e \u003cbr\u003e \"Read this book for an action-oriented approach...\" (TheHealthcare Collaborator, August 2001)\"A wonderful guide that every manager can use. Kristin Baird'sadvice helps health care leaders understand the need for greatcustomer satisfaction.\"\u003cbr\u003e --Stephanie G. Sherman, author, Total CustomerSatisfaction\u003cbr\u003e \u003cbr\u003e \"Combines the inspiration of 'why to focus' on customer serviceswith the real-life 'how-tos'. An excellent road map for health careleaders that provides direction and milestones in the journeytoward a great customer service!\"\u003cbr\u003e --Quint Studer, president, Baptist Hospital, Inc., ofPensacola, FL\u003cbr\u003e \u003cbr\u003e \"The challenge of creating a thoroughly customer-orientatedculture in a health care organization is so more fundamental thansAnding a few people off to the 'Disneyfied'.... The challenge,however, can be met--as this book demonstrates--ifleadership appreciates the key role of middle managers and, as theauthor so wonderfully says, builds the culture 'from the groundup.' Filled with examples, techniques, and tips, the author comesfrom and speaks to the real world.\"\u003cbr\u003e --Terrence J. Rynne, president, Rynne Marketing Group, authorof Healthcare Marketing in Transition\u003cbr\u003e\u003cbr\u003e\u003cb\u003eTable of Contents\u003c\/b\u003e\u003cbr\u003eList of Figures and Tables.\u003cbr\u003e \u003cbr\u003e About the Author.\u003cbr\u003e \u003cbr\u003e Preface.\u003cbr\u003e \u003cbr\u003e Acknowledgements.\u003cbr\u003e \u003cbr\u003e Why Customer Service.\u003cbr\u003e \u003cbr\u003e Setting Your Course -\u003cbr\u003e Senior Leadership that Takes theWheel.\u003cbr\u003e \u003cbr\u003e Championing Buy-In and Ownership -\u003cbr\u003e You Can't Do It Alone.\u003cbr\u003e \u003cbr\u003e Where Are You Now? -\u003cbr\u003e Establishing Your Baseline.\u003cbr\u003e \u003cbr\u003e Creating Meaningful Standards to Live By.\u003cbr\u003e \u003cbr\u003e The Training Sessions -\u003cbr\u003e Getting Everyone on the Same Page.\u003cbr\u003e \u003cbr\u003e Keeping the Effort Alive.\u003cbr\u003e \u003cbr\u003e Customer Service Pointers for Physicians.\u003cbr\u003e \u003cbr\u003e A Message for Nurses.\u003cbr\u003e \u003cbr\u003e Measuring Results.\u003cbr\u003e \u003cbr\u003e Index.","brand":"John Wiley \u0026 Sons Inc","offers":[{"title":"Default Title","offer_id":49405037609303,"sku":"9780787952518","price":57.9,"currency_code":"GBP","in_stock":true}],"thumbnail_url":"\/\/cdn.shopify.com\/s\/files\/1\/0817\/1739\/5799\/files\/9780787952518.jpg?v=1730488455","url":"https:\/\/bookcurl.com\/products\/customer-service-health-care-jb-a-grassroots-approach-to-creating-a-culture-of-service-excellence-36-jb-aha-press-9780787952518","provider":"Book Curl","version":"1.0","type":"link"}