Customer Service in Health Care: A Grassroots Approach to by Kristin Baird

By Kristin Baird

Research confirms that it really is six occasions extra high priced to draw a brand new patron than it really is to keep an current one.

Creating a tradition of carrier excellence calls for making plans, education, and patience. Customer carrier in future health Care is designed to supply readers with the basic details and talents to begin or advance a customer support initiative inside of a wellbeing and fitness care association. This e-book concentrates on motion in preference to concept. It bargains a pragmatic, step by step procedure for making a tradition shift towards customer support excellence in any respect degrees of a company, and provides the necessities to enhancing functionality that may carry the contributors toward the challenge, values, and standards.

  • Chapters concentration on:
  • Tools for setting up and measuring customer support staff goals
  • Creating customer support criteria designated for your organization
  • Tips on education sessions
  • Strategies for keeping top-of-mind know-how of shopper provider between employees
  • Customer provider innovations for physicians and nurses
  • An assessment of shopper carrier as an integral part of commercial improvement and marketing

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Extra resources for Customer Service in Health Care: A Grassroots Approach to Creating a Culture of Service Excellence

Sample text

Articulating Core Values An administrator hoping to improve customer service in his or her organization must first take an honest look at the organization’s core values, not only as a leader and shaper of the work environment, but also as a person. This is essential because in order to lead others, you must have a sense of self. This sense will shape your thoughts and actions that, in turn, drive your behavior. And like it or not, your behavior is what the managers and employees see and believe.

What is the culture that the managers currently foster among others? • Am I stating my expectations clearly enough? • Am I recognizing and reinforcing desirable leadership qualities among middle managers? At this point, it may be beneficial to conduct a leadership skills assessment of the middle managers in your organization. By establishing a baseline of skills you will be able to tailor training efforts needed for future progress. An outside consultant may be useful for this task because he or she can bring a degree of anonymity and objectivity to the assessment.

Training objectives for managers are strikingly different from those for the line staff and will be outlined in chapter 6. Although all employees must understand and adhere to customer service standards, it is the managers who must hire for, measure, and monitor these qualities among their staff. And in order to be effective, managers will need to know what is expected of them and what support can be expected from the administrative team. Very early on in the customer service initiative, administration should outline and communicate expectations for the managers in terms of their roles.

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