Leadership for Great Customer Service: Satisfied Employees, by Thom A. Mayer,Robert J. Cates

By Thom A. Mayer,Robert J. Cates

The profitable first version of management for nice customer support has turn into a definitive resource for healthcare leaders trying to remodel their firms’ method of raising and maintaining provider excellence. The authors have persisted to be hugely sought-after audio system on customer support in healthcare because the book’s book ten years in the past and feature consulted with greater than a hundred healthcare associations in that point, including to the content material and case stories of this re-creation. This completely up-to-date variation has been multiplied to incorporate useful functions and strategies that construct at the well-recognized content material of the 1st edition.

This wonderful but sensible advisor provides the authors’ version for attaining customer support excellence in 3 parts:

Framing the buyer carrier Mandate: deal with the “why” ahead of the “how,” and enhance a better realizing of your sufferers and their expectations.
Survival talents for reaching nice customer support: Make the buyer provider analysis, negotiate and unravel expectancies, and create “moments of fact” that force consumer experience.
The A-Team software package: discover the kinds of discussion and behaviors displayed by way of A-Team as opposed to B-Team individuals, training advice, the significance of scripts, and the way to gift champions to depart a legacy on your organization.
New to this variation are a hugely pragmatic set of instruments, referred to as “The A-Team device Kit,” which spans ten chapters. The A-Team device equipment places evidence-based functions, directions, ideas, and recommendation on your palms to accomplish provider excellence. additionally supplied during this version is a precis of Survival abilities on the finish of every chapter.

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Leadership for Great Customer Service: Satisfied Employees, Satisfied Patients, Second Edition (ACHE Management Series)

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