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Textbook

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

ISBN: 978-0-7879-5251-8
Paperback
176 pages
July 2000, ©2000, Jossey-Bass
List Price: US $71.95
Government Price: US $51.80
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Customer Service in Health Care: A Grassroots Approach to Creating a Culture of Service Excellence (0787952516) cover image
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List of Figures and Tables.

About the Author.

Preface.

Acknowledgements.

Why Customer Service.

Setting Your Course -
Senior Leadership that Takes theWheel.

Championing Buy-In and Ownership -
You Can't Do It Alone.

Where Are You Now? -
Establishing Your Baseline.

Creating Meaningful Standards to Live By.

The Training Sessions -
Getting Everyone on the Same Page.

Keeping the Effort Alive.

Customer Service Pointers for Physicians.

A Message for Nurses.

Measuring Results.

Index.
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