This book concentrates on action as opposed to theory. It offers a practical, step-by-step process for creating a culture shift toward customer service excellence at all levels of an organization, and presents the essentials to improving performance that will bring the individuals closer to the mission, values, and standards.
Table of Contents
1. Why Customer Service 2. Setting Your Course - Senior Leadership that Takes the Wheel 3. Championing Buy-In and Ownership - You Can't Do It Alone 4. Where Are You Now? - Establishing Your Baseline 5. Creating Meaningful Standards to Live By 6. The Training Sessions - Getting Everyone on the Same Page 7. Keeping the Effort Alive 8. Customer Service Pointers for Physicians 9. A Message for Nurses 10. Measuring Results