Achieving Service Excellence : Strategies for Healthcare (Edition 2) (Paperback)

Information about customer service hits and misses is now more accessible to healthcare consumers. Outstanding healthcare organizations set the bar at a high level for both clinical and service excellence. Customers who are armed with information and aware of their options are choosing providers they believe are ready, willing, and able to provide the superior experience they expect.

Each chapter explores a service principle and provides numerous real-world examples and current research findings. Among the many topics discussed are creating a patient-centered environment; building a culture in which customers are treated like guests; training, motivating, and empowering staff; measuring service quality; managing service waits; and recovering from a service failure.

This second edition has been completely updated. Concepts have been expanded to include information on:

Instructor Resources: Discussion questions and case studies with talking points. To see a sample, click the link in the right-hand navigation bar.