Achieving Service Excellence: Strategies for Healthcare
Health Administration Press, Jan 1, 2002 - Social Science - 422 pages
Annotation Combining real-world examples with recent research on service management, this guide presents information for executives and managers who want to implement a customer-focused service strategy and improve their customer service efforts. The book cites examples of how the best customer service organizations perform, and identifies how they measure and deliver an experience that exceeds customer expectations. The three main components of strategy, staff, and systems are examined. Fottler is director of Programs in Health Services Administration in the College of Health and Public Affairs at the University of Central Florida. Annotation c. Book News, Inc., Portland, OR (booknews.com).
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The Customer As Guest
Meeting Customer Expectations Through Planning
Creating a Healing Environment
15 other sections not shown
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