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Leadership for Great Customer Service: Satisfied Patients, Satisfied Employees
Thom A. Mayer, M.D., FACPE, FAAP; and Robert J. Cates, M.D.
Softbound: 120 pages
Health Administration Press
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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:
Just as every patient has a technical, clinical diagnosis, they also have a customer service diagnosis.
The more patients know what to expect, the more they feel in control-and the happier they are
Complaint and compliment analysis (with trending over time) and instant feedback to the staff is essential,
Because there is frequently a difference between provider expectations and the patient's expectations, leaders need to help staff learn to negotiate more effectively.
Predetermined scripts help guide staff through predictable, frequent, and even problem-prone areas in your organization.
Staff create "moments of truth" for patients thousands of times a day-the sum of which create the reputation of your healthcare organization
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.
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!
“I honestly can’t remember when I’ve seen so much of so much importance crammed into a short book. The authors do an excellent job of making the case for customer service excellence in acute care institutions. … In fact, a lot of this is right out of the Disney-Nordstrom playbook… though Mayer and Cates acknowledge their debt to such exemplary institutions but point out that healthcare professionals have great difficulty (understatement, in my experience) analogizing from the pixie-dust world of Disney to the life-and-death world of emergency services.” —Tom Peters, from the Foreword
"Thom Mayer has made a difference in healthcare by being a leading proponent of customer service in emergency departments. His book is a tremendously engaging and interesting read, and it not only inspires people, but it also gives them the tools and techniques to improve operations. I'm glad Thom has made the time to put his thoughts in writing." --Quint Studer, The Studer Group
Thom A. Mayer, M.D., FACEP, FAAP, is president and chief executive officer of BestPractices, Inc., a national resource in physician leadership and management. Dr. Mayer serves as the medical director of the NFL Players Association, and has published over 60 articles, 60 book chapters, and has edited 10 medical textbooks. Robert J. Cates, M.D., M.S., is a practicing emergency department physician and chairman of the Inova Fairfax Hospital's Department of Emergency Medicine in Falls Church, Virginia. Under Doctor Cates' leadership, the emergency department has won numerous awards and grants, most recently the prestigious Robert Wood Johnson Foundation Urgent Matters Grant.
“Leadership for Great Customer Service is laserlike in its aim… It is a terse, complete, focused, readable, at times amusing guide to addressing perhaps the number one opportunity for any acute care institution to win customer affection while making the working environment and staff’s life more attractive simultaneously. Not a bad deal!” --Tom Peters, from the Foreword
Founded in 1933, the American College of Healthcare Executives is an international professional society of 30,000 healthcare executives who lead our nation's hospitals, healthcare systems, and other healthcare organizations. ACHE's publishing division, Health Administration Press, is one of the largest publishers of books and journals on all aspects of health services management.
Health Administration Press is a division of the Foundation of the American College of Healthcare Executives (ACHE). ACHE is an international professional society of 30,000 healthcare executives who lead our nation's hospitals, healthcare systems, and other healthcare organizations. ACHE is known for its prestigious credentialing and educational programs and its annual Congress on Healthcare Management, which draws more than 4,000 participants each year. ACHE is also known for its magazine, Healthcare Executive, as well as its groundbreaking research and career development and public policy programs. Through such efforts, ACHE works toward its goal of being the premier professional society for healthcare leaders by providing exceptional value to its members.
Founded in 1972 with support from the W. K. Kellogg Foundation, Health Administration Press has grown from a small office on the campus of the University of Michigan to one of the largest publishers of books and journals on all aspects of health services management, including textbooks for use in college and university courses.
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