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

From the Publisher
"This is must reading for all individuals who want to capture the essence of customer service and the hearts of their employees. The additional reward will be improved operational performance."—Quint Studer, president, Baptist Hospital, Inc.

"A totally inclusive book with example after example of how to prioritize your customer satisfaction actions that will give the greatest return on your investment. After using these helpful how-to's for the past year and experiencing the result, I highly recommAnd it. Total Customer Satisfaction works!" —John Schwartz, chief executive, Trinity Hospital/Advocate Health Care

"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, and winner of the 1994 AHA Great Comebacks Award, the 1996 International Enterprise Award for Customer Satisfaction, and the 1998 Global Best Practices Award for Customer Service

"This timely book drives the point home and provides a structure to help health care organizations go beyond just measuring; to move from listening to responding." —Jerry Seibert, president, Parkside Associates

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.

Chapter 1: Extraordinary Customer Satisfaction: The Facts and the Promise.

Chapter 2: Eighteen Commandments for Well-Managed Customer Satisfaction Programs.

Chapter 3: What the Customer Really Wants.

Chapter 4: Measurement Tools That Work.

Chapter 5: Calculating the Cost of Dissatisfied Customers.

Chapter 6: How to Win and Retain Customer Loyalty.

Chapter 7: The Irrational Nature of Customer Satisfaction: Sweating the Small Stuff.

Chapter 8: Building the Customer Satisfaction Team.

Chapter 9: Designing Your Customer Service Strategy.

Chapter 10: Prescriptions for Sustaining Top Customer Satisfaction Ratings.

Recommended Readings.


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