Total Customer Satisfaction: A Comprehensive Approach for Health Care Providers

by Stephanie G. Sherman, V. Clayton Sherman

Overview

A valuable tool for any health care leader dedicated to improvingthe quality of care and enhancing patient satisfaction. Combiningtheory and discussion with a practical ‘action plan' format,Sherman challenges the reader to think about solutions, not justideas.
—Irwin Press, president, Press, Ganey Associates, Inc.

Whether you're a CEO, a caregiver, or simply someone who caresabout the results of service initiatives, you'll find plenty ofgreat ideas in this book.
—Mark C. Clement, president and CEO, Holy Cross Hospital, Winner,1994 AHA Great Comebacks Award, 1996 International Enterprise Awardfor Customer Satisfaction, 1998 Global Best Practices Award forCustomer Service

Total Customer Satisfaction reports on the breakthrough methodsused by awarding winning hospitals and health care organizations toachieve top-rated national status in customer satisfaction. Learnfrom top experts in the field of how to create and implement totalcustomer satisfaction tactical plan that will boost customersatisfaction ratings in your health care organization.

Product Details

ISBN-13:	9780787943929
Publisher:	Wiley
Publication date:	12/28/1998
Series:	Health and Psychology Series
Edition description:	1 ED
Pages:	400
Product dimensions:	6.97(w) x 9.37(h) x 1.02(d)

About the Author

STEPHANIE G. SHERMAN is executive vice president of ManagementHouse, Inc. and is the author of Make Yourself Memorable, which wasadopted by the Newbridge Executive Program.

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

Table of Contents

Figures, Tables, and Exhibits.

Preface.

About the Authors.

Chapter 1: Extraordinary Customer Satisfaction: The Facts andthe Promise.

Chapter 2: Eighteen Commandments for Well-Managed CustomerSatisfaction 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 CustomerSatisfaction Ratings.

Recommended Readings.

Index.

Editorial Reviews

"This is must reading for all individuals who want to capture theessence of customer service and the hearts of their employees. Theadditional reward will be improved operational performance."—QuintStuder, president, Baptist Hospital, Inc.

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

"A valuable tool for any health care leader dedicated to improvingthe quality of care and enhancing patient satisfaction. Combiningtheory and discussion with a practical ‘action plan' format,Sherman challenges the reader to think about solutions, not justideas." —Irwin Press, president, Press, Ganey Associates,Inc.

"Whether you're a CEO, a caregiver, or simply someone who caresabout the results of service initiatives, you'll find plenty ofgreat ideas in this book." —Mark C. Clement, president and CEO,Holy Cross Hospital, and winner of the 1994 AHA Great ComebacksAward, the 1996 International Enterprise Award for CustomerSatisfaction, and the 1998 Global Best Practices Award for CustomerService

"This timely book drives the point home and provides a structure tohelp health care organizations go beyond just measuring; to movefrom listening to responding." —Jerry Seibert, president, ParksideAssociates

From the Publisher

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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