Total Customer Satisfaction: A Comprehensive Approach for Health Care ProvidersISBN: 978-0-7879-4392-9
Paperback
400 pages
December 1998, Jossey-Bass
 This is a Print-on-Demand title. It will be printed specifically to fill your order. Please allow an additional 10-15 days delivery time. The book is not returnable.
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Figures, Tables, and Exhibits.
Preface.
About the Authors.
Chapter 1: Extraordinary Customer Satisfaction: The Facts andthe Promise.
Chapter 2: Eighteen Commandments for Well-Managed CustomerSatisfaction Programs.
Chapter 3: What the Customer Really Wants.
Chapter 4: Measurement Tools That Work.
Chapter 5: Calculating the Cost of Dissatisfied Customers.
Chapter 6: How to Win and Retain Customer Loyalty.
Chapter 7: The Irrational Nature of Customer Satisfaction:Sweating the Small Stuff.
Chapter 8: Building the Customer Satisfaction Team.
Chapter 9: Designing Your Customer Service Strategy.
Chapter 10: Prescriptions for Sustaining Top CustomerSatisfaction Ratings.
Recommended Readings.
Index.
Preface.
About the Authors.
Chapter 1: Extraordinary Customer Satisfaction: The Facts andthe Promise.
Chapter 2: Eighteen Commandments for Well-Managed CustomerSatisfaction Programs.
Chapter 3: What the Customer Really Wants.
Chapter 4: Measurement Tools That Work.
Chapter 5: Calculating the Cost of Dissatisfied Customers.
Chapter 6: How to Win and Retain Customer Loyalty.
Chapter 7: The Irrational Nature of Customer Satisfaction:Sweating the Small Stuff.
Chapter 8: Building the Customer Satisfaction Team.
Chapter 9: Designing Your Customer Service Strategy.
Chapter 10: Prescriptions for Sustaining Top CustomerSatisfaction Ratings.
Recommended Readings.
Index.
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