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Leadership for Great Customer Service Satisfied Patients, Satisfied Employees

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ISBN-10: 1567932282

ISBN-13: 9781567932287

Edition: 2004

Authors: Thomas A. Mayer, Robert Cates

List price: $64.00
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Book details

List price: $64.00
Copyright year: 2004
Publisher: Health Administration Press
Publication date: 9/1/2004
Binding: Hardcover
Pages: 120
Size: 6.00" wide x 9.25" long x 0.25" tall
Weight: 0.440
Language: English

Getting started : why worry about customer service in healthcare?p. 1
Are they patients, or are they customers?p. 21
The first survival skill : making the customer service diagnosis (in addition to the clinical diagnosis) and offering the right treatmentp. 35
The second survival skill : negotiating agreement and resolution of expectationsp. 47
The third survival skill : creating moments of truthp. 81
Epilogue : putting survival skills to workp. 109
Table of Contents provided by Blackwell. All Rights Reserved.