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.\ \ \ This book explains the best practices by which health care facilities have achieved...
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A valuable tool for any health care leader dedicated to improving the quality of care and enhancing patient satisfaction. Combining theory and discussion with a practical `action plan' format, Sherman challenges the reader to think about solutions, not just ideas. --Irwin Press, president, Press, Ganey Associates, Inc. Whether you're a CEO, a caregiver, or simply someone who cares about the results of service initiatives, you'll find plenty of great ideas in this book. --Mark C. Clement, president and CEO, Holy Cross Hospital, Winner, 1994 AHA Great Comebacks Award, 1996 International Enterprise Award for Customer Satisfaction, 1998 Global Best Practices Award for Customer Service Total Customer Satisfaction reports on the breakthrough methods used by awarding winning hospitals and health care organizations to achieve top-rated national status in customer satisfaction. Learn from top experts in the field of how to create and implement total customer satisfaction tactical plan that will boost customer satisfaction ratings in your health care organization. Booknews Offers a plan for making a health care organization more responsive to customer expectations, beginning with discussion of the concept of Total Customer Satisfaction and covering the steps required to gain high customer satisfaction ratings. Figures, tables, and exhibits provide clear, understandable examples. Annotation c. by Book News, Inc., Portland, Or.
Figures, Tables, and ExhibitsPrefaceAbout the AuthorsCh. 1Extraordinary Customer Satisfaction: The Facts and the Promise1Ch. 2Eighteen Commandments for Well-Managed Customer Satisfaction Programs23Ch. 3What the Customer Really Wants87Ch. 4Measurement Tools That Work139Ch. 5Calculating the Cost of Dissatisfied Customers155Ch. 6How to Win and Retain Customer Loyalty181Ch. 7The Irrational Nature of Customer Satisfaction: Sweating the Small Stuff221Ch. 8Building the Customer Satisfaction Team251Ch. 9Designing Your Customer Service Strategy293Ch. 10Prescriptions for Sustaining Top Customer Satisfaction Ratings337Recommended Readings357Index359
\ BooknewsOffers a plan for making a health care organization more responsive to customer expectations, beginning with discussion of the concept of Total Customer Satisfaction and covering the steps required to gain high customer satisfaction ratings. Figures, tables, and exhibits provide clear, understandable examples. Annotation c. by Book News, Inc., Portland, Or.\ \
