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You are here > Home > Reading Lists > Performance Improvement, Outcomes & Customer Service > Customer Service in Healthcare: A Grassroots Approach to Creasting a Culture of Service Excellence Customer Service in Health Care: A Grassroots Approach to Creating a Culture of Service Excellence Kristin Baird Softcover: 250 pages ISBN 0787952516 978-0787952518 Jossey-Bass June 2000 (click button below for the very best currently available price for this important resource)   Research confirms that it is six times more costly to attract a new customer than it is to retain an existing one.   Creating a culture of service excellence requires planning, preparation, and persistence. Customer Service in Health Care is designed to provide readers with the fundamental information and skills to start or strengthen a customer service initiative within a health care organization.  Chapters focus on: Tools for establishing and measuring customer service team goals Creating customer service standards unique to your organization Tips on training sessions Strategies for maintaining top-of-mind awareness of customer service among employees Customer service techniques for physicians and nurses An overview of customer service as an essential component of business development and marketing "A wonderful guide that every manager can use. Kristin Baird's advice helps health care leaders understand the need for great customer satisfaction." —Stephanie G. Sherman, author, Total Customer Satisfaction "Combines the inspiration of 'why to focus' on customer services with the real-life 'how-tos'. An excellent road map for health care leaders that provides direction and milestones in the journey toward a great customer service!" —Quint Studer, president, Baptist Hospital, Inc., of Pensacola, FL "Cheerful, down-to-earth, and widely experienced, Baird has written a well-organized, readable book with a can-do message…" - AORN Journal This book concentrates on action as opposed to theory. It offers a practical, step-by-step process for creating a culture shift toward customer service excellence at all levels of an organization, and presents the essentials to improving performance that will bring the individuals closer to the mission, values, and standards. Topics fully covered include: Keeping the Effort Alive: Tools for establishing and measuring customer service team goals Creating Meaningful Standards to Live By: Creating customer service standards unique to your organization The Training Sessions - Getting Everyone on the Same Page; Tips on training sessions Strategies for maintaining top-of-mind awareness of customer service among employees An overview of customer service as an essential component of business development and marketing Setting Your Course - Senior Leadership that Takes the Wheel. Championing Buy-In and Ownership - You Can't Do It Alone. Customer Service Pointers for Physicians; A Message for Nurses; Customer service techniques for physicians and nurses Measuring Results. "Read this book for an action-oriented approach..." -The Healthcare Collaborator Kristin Baird 's 20 years experience as a health care marketing and communications consultant, administrator, and registered nurse have shaped a keen understanding of customer service from a variety of perspectives. A facilitator, speaker, and writer, Ms. Baird conducts focus groups and management training sessions on a variety of health care issues. (information from the publisher) You may also be interested in / The Directory of Healthcare Recruiters / Jump to a List / Health Administration & Leadership / Physician Executive, Medical Staff & Practice Management / Finance, Accounting, Economics, Billing & Reimbursement / Coding for Hospital, Physician & Clinical Services / Law, Malpractice, Ethics, Accreditation & Compliance / Quality Improvement, Outcomes & Customer Service / Risk Management, Security, Error Reduction & Patient Safety / Information Systems, Technology & Medical Records / Clinical Management & Executive Nursing / Behavioral Health, Social Work & Psychiatry Management / Human Resources, Management & Supervision / Directories, Data, Trends & Benchmarks / Software & CD-ROMs / Gift Ideas & Recommended Gifts / Journals, Magazines & Newsletters / Search for Books / Books Index / Go Back to Pages / Home Page / Toolbox for Health Administrators / Bookstore