Leadership for Great Customer Service: Satisfied Patients, Satisfied Employees

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Health Administration Press, 2004 - Medical - 120 pages
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This hands-on, humorous look at customer service was written by two practicing physicians and provides a thorough blueprint for creating and sustaining a practical customer service program. The "Patient Care Survival Skills" are proven, successful strategies that nurses, physicians, housekeepers, lab technicians - anyone who comes in contact with the patient - can employ to improve customer service and thus make their own job easier.

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Contents

Why Worry About Customer
1
Are They Patients or Are They Customers?
21
Making the Customer
35
Copyright

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About the author (2004)

Thom A. Mayer, is president and chief executive officer of BestPractices, Inc., a national resource in physician leadership and management.

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