Total Customer Satisfaction: A Comprehensive Approach for Health Care Providers / Edition 1

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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 extraordinary levels of customer satisfaction as well as ultra-high levels of patient and physician retention, price/cost control, service quality, market share growth, and relationship building. It will also include "18 Commandments of Customer Satisfaction" and "9 Eternal Truths of Customer Relations."

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Editorial Reviews

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.
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Product Details

  • ISBN-13: 9780787943929
  • Publisher: Wiley
  • Publication date: 12/18/1998
  • Series: Health and Psychology Series
  • Edition description: 1 ED
  • Edition number: 1
  • Pages: 400
  • Product dimensions: 9.25 (w) x 7.50 (h) x 0.82 (d)

Meet the Author

STEPHANIE G. SHERMAN is executive vice president of Management House, Inc. and is the author of Make Yourself Memorable, which was adopted by the Newbridge Executive Program.

V. CLAYTON SHERMAN is the author of the bestselling Jossey-Bass book Creating the New American Hospital.

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Table of Contents

Figures, Tables, and Exhibits
About the Authors
Ch. 1 Extraordinary Customer Satisfaction: The Facts and the Promise 1
Ch. 2 Eighteen Commandments for Well-Managed Customer Satisfaction Programs 23
Ch. 3 What the Customer Really Wants 87
Ch. 4 Measurement Tools That Work 139
Ch. 5 Calculating the Cost of Dissatisfied Customers 155
Ch. 6 How to Win and Retain Customer Loyalty 181
Ch. 7 The Irrational Nature of Customer Satisfaction: Sweating the Small Stuff 221
Ch. 8 Building the Customer Satisfaction Team 251
Ch. 9 Designing Your Customer Service Strategy 293
Ch. 10 Prescriptions for Sustaining Top Customer Satisfaction Ratings 337
Recommended Readings 357
Index 359
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