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Your organization can have a top-notch customer service plan fully supported by management, but if the bedside staff does not embrace the approach, it may as well not exist. The authors of this unique book contend that the best way to get buy-in from provider staff is to show them how customer service can make their difficult job of clinical care - easier!
Written by practicing physicians, this book includes expert strategies and advice about connecting with your staff on their level. Use the stories, quotations, and training exercises to build a fully supported customer service program.
Concepts the book explores include:
The book's numerous examples can be used as scripts for many common situations. Share these examples with your staff to use as is, or to spark the development of new scripts for situations that commonly arise at your organization.
|1||Getting started : why worry about customer service in healthcare?||1|
|2||Are they patients, or are they customers?||21|
|3||The first survival skill : making the customer service diagnosis (in addition to the clinical diagnosis) and offering the right treatment||35|
|4||The second survival skill : negotiating agreement and resolution of expectations||47|
|5||The third survival skill : creating moments of truth||81|
|Epilogue : putting survival skills to work||109|