Leadership for Great Customer Service: Satisfied Patients, Satisfied Employees (Ache Management Series)

Your organization can have a top-notch customer service plan fully supported by management, but if the bedside staff does not embrace the approach, it may as well not exist. The authors of this unique book suggest that the best way to get buy-in from provider staff is to show them how customer service can make their difficult job of clinical care easier.

Read this book to learn expert strategies and advice about connecting with your staff on their level. Use the stories, quotations, and training exercises to build a fully supported customer service program.

Ideas the book explores include:
Just as patients have a technical, clinical diagnosis, they also have a customer service diagnosis
The more patients know what to expect, the more they feel in control-and the happier they are
Complaint and compliment analysis (with trending over time) and instant feedback to the staff are essential
Because there is frequently a difference between provider expectations and the patient’s expectation, leaders need to help staff learn to negotiate more effectively
Predetermined scripts help guide staff through predictable, frequent, and even problem-prone areas in your organization

The book’s numerous examples can be used as scripts for many common situations. Share these examples with your staff to use as is or to spark the development of new scripts for situations that commonly arise at your organization.