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

"Cheerful, down-to-earth, and widely experienced, Baird has writtena well-organized, readable book with a can-do message..."(AORN Journal, 6/1/2004, Vol 70, No. 6)

"Read this book for an action-oriented approach..." (TheHealthcare Collaborator, August 2001)"A wonderful guide that every manager can use. Kristin Baird'sadvice helps health care leaders understand the need for greatcustomer satisfaction."
--Stephanie G. Sherman, author, Total CustomerSatisfaction

"Combines the inspiration of 'why to focus' on customer serviceswith the real-life 'how-tos'. An excellent road map for health careleaders that provides direction and milestones in the journeytoward a great customer service!"
--Quint Studer, president, Baptist Hospital, Inc., ofPensacola, FL

"The challenge of creating a thoroughly customer-orientatedculture in a health care organization is so more fundamental thansAnding a few people off to the 'Disneyfied'.... The challenge,however, can be met--as this book demonstrates--ifleadership appreciates the key role of middle managers and, as theauthor so wonderfully says, builds the culture 'from the groundup.' Filled with examples, techniques, and tips, the author comesfrom and speaks to the real world."
--Terrence J. Rynne, president, Rynne Marketing Group, authorof Healthcare Marketing in Transition

"A wonderful guide that every manager can use. Kristin Baird's advice helps health care leaders understand the need for great customer satisfaction."
—Stephanie G. Sherman, author, Total Customer Satisfaction

"Combines the inspiration of 'why to focus' on customer services with the real-life 'how-tos'. An excellent road map for health care leaders that provides direction and milestones in the journey toward a great customer service!"
—Quint Studer, president, Baptist Hospital, Inc., of Pensacola, FL

"The challenge of creating a thoroughly customer-orientated culture in a health care organization is so more fundamental than sAnding a few people off to the 'Disneyfied'.... The challenge, however, can be met—as this book demonstrates—if leadership appreciates the key role of middle managers and, as the author so wonderfully says, builds the culture 'from the ground up.' Filled with examples, techniques, and tips, the author comes from and speaks to the real world."
—Terrence J. Rynne, president, Rynne Marketing Group, author of Healthcare Marketing in Transition