{"product_id":"9780787952518","title":"Customer Service in Health Care A Grassroots Approach to Creating a Culture of Service Excellence","description":"\u003ch3\u003eJ-B AHA Press\u003c\/h3\u003e\u003ch1\u003eCustomer Service in Health Care\u003c\/h1\u003e\u003ch2\u003eA Grassroots Approach to Creating a Culture of Service Excellence\u003c\/h2\u003e\u003ch3\u003eKristin Baird\u003c\/h3\u003e\u003cdiv\u003e\u003cb\u003eHealth \u0026amp; Fitness \/ General\u003c\/b\u003e\u003c\/div\u003e\u003cbr\u003e\u003cdiv\u003eResearch confirms that it is six times more costly to attract anew customer than it is to retain an existing one.\u003cbr\u003e \u003cbr\u003e Creating a culture of service excellence requires planning,preparation, and persistence. Customer Service in HealthCare is designed to provide readers with the fundamentalinformation and skills to start or strengthen a customer serviceinitiative within a health care organization. This bookconcentrates on action as opposed to theory. It offers a practical,step-by-step process for creating a culture shift toward customerservice excellence at all levels of an organization, and presentsthe essentials to improving performance that will bring theindividuals closer to the mission, values, and standards.\u003cbr\u003e * Chapters focus on:\u003cbr\u003e * Tools for establishing and measuring customer service teamgoals\u003cbr\u003e * Creating customer service standards unique to yourorganization\u003cbr\u003e * Tips on training sessions\u003cbr\u003e * Strategies for maintaining top-of-mind awareness of customerservice among employees\u003cbr\u003e * Customer service techniques for physicians and nurses\u003cbr\u003e * An overview of customer service as an essential component ofbusiness development and marketing\u003c\/div\u003e\u003cdiv\u003e  \u003cp\u003e\u003cstrong\u003eKRISTIN BAIRD\u003c\/strong\u003e's 20 years experience as a health care marketing and communications consultant, administrator, and registered nurse have shaped a keen understanding of customer service from a variety of perspectives. A facilitator, speaker, and writer, Ms. Baird conducts focus groups and management training sessions on a variety of health care issues. \u003c\/p\u003e\n\u003c\/div\u003e\u003cbr\u003e\u003ctable\u003e\n\u003ctr\u003e\n\u003ctd\u003ePublication Date: \u003c\/td\u003e\n\u003ctd\u003e21 July 2000\u003c\/td\u003e\n\u003c\/tr\u003e\n\u003ctr\u003e\n\u003ctd\u003ePublisher: \u003c\/td\u003e\n\u003ctd\u003eWiley\u003c\/td\u003e\n\u003c\/tr\u003e\n\u003ctr\u003e\n\u003ctd\u003eImprint: \u003c\/td\u003e\n\u003ctd\u003eJossey-Bass\u003c\/td\u003e\n\u003c\/tr\u003e\n\u003ctr\u003e\n\u003ctd\u003eISBN-13: \u003c\/td\u003e\n\u003ctd\u003e9780787952518\u003c\/td\u003e\n\u003c\/tr\u003e\n\u003ctr\u003e\n\u003ctd\u003eFormat: \u003c\/td\u003e\n\u003ctd\u003ePaperback \/ softback\u003c\/td\u003e\n\u003c\/tr\u003e\n\u003ctr\u003e\n\u003ctd\u003ePage Count: \u003c\/td\u003e\n\u003ctd\u003e176\u003c\/td\u003e\n\u003c\/tr\u003e\n\u003ctr\u003e\n\u003ctd\u003eWeight (oz): \u003c\/td\u003e\n\u003ctd\u003e8.9\u003c\/td\u003e\n\u003c\/tr\u003e\n\u003c\/table\u003e","brand":"Wiley","offers":[{"title":"Default Title","offer_id":44314273448076,"sku":"9780787952518","price":76.46,"currency_code":"USD","in_stock":true}],"thumbnail_url":"\/\/cdn.shopify.com\/s\/files\/1\/0710\/9545\/1788\/files\/9780787952518.jpg?v=1780186067","url":"https:\/\/fh90cf-fv.myshopify.com\/products\/9780787952518","provider":"Late Knight Books and Services, LLC","version":"1.0","type":"link"}