Leadership for great customer service : satisfied employees, satisfied patients / Thom A. Mayer and Robert J. Cates.

Format:

Book

Author/Creator:

Mayer, Thom A., author.

Cates, Robert J., author.

Series:

Management series (Ann Arbor, Mich.)

ACHE Management Series

Language:

English

Subjects (All):

Patient satisfaction.

Medical personnel and patient.

Medical care--Quality control.

Medical care.

Physical Description:

1 online resource (256 p.)

Edition:

Second edition.

Place of Publication:

Chicago, Illinois : HAP, 2014.

Language Note:

English

Summary:

This book explores strategies for improving customer service in the healthcare industry, emphasizing the importance of satisfied employees to achieve satisfied patients. Authored by Thom A. Mayer and Robert J. Cates, it provides actionable insights, tools, and 'survival skills' for healthcare professionals to enhance patient satisfaction and loyalty. Key topics include understanding patient expectations, effective communication, negotiation skills, creating meaningful patient interactions, and fostering a culture of empowerment and innovation. The book also addresses the challenges posed by resistant clinicians and shifting regulatory and economic landscapes, highlighting the critical role of customer service as a core strategy for healthcare organizations. It is written for healthcare leaders, administrators, and professionals seeking to improve patient experiences and organizational performance. Generated by AI.

Contents:

Intro

Contents

Foreword to the Second Edition

Foreword to the First Edition

Acknowledgments

Getting Started: Why Worry About Customer Service in Healthcare?

Understanding Expectations

Are They Patients, or Are They Customers?

Survival Skill 1: Making the Customer Service Diagnosis and Offering the Right Treatment

Survival Skill 2: Negotiating Agreement on, and Resolution of, Expectations

Survival Skill 3: Creating Moments of Truth

The A-Team Tool Kit, and the Three Key A-Team Behaviors

A-Team Tool 1-Empowerment: Point-of-Impact Intervention, Service Recovery, Leading Up

A-Team Tool 2-Dealing with the B-Team

A-Team Tool 3- Patient Satisfaction Coaching

A-Team Tool 4-Rounding

A-Team Tool 5-Scripts: Using Language to Improve the Patient Experience

A-Team Tool 6-Hiring Right

A-Team Tool 7-Innovation: Next-Level Thinking

A-Team Tool 8-Flow and the Psychology of Waiting

A-Team Tool 9-Rewarding Champions

A-Team Tool 10-Leaving a Legacy

About the Authors.

Notes:

Bibliographic Level Mode of Issuance: Monograph

Description based on print version record.

Includes bibliographical references at the end of each chapters.

Part of the metadata in this record was created by AI, based on the text of the resource.

ISBN:

9781567937022

1567937020

9781640550735

1640550739

OCLC:

891384097