Leadership for Great Customer Service: Satisfied Employees, Satisfied Patients, Second Edition
- 4h 1m
- Robert J. Cates, Thom A. Mayer
- Health Administration Press
- 2014
The successful first edition of Leadership for Great Customer Service has become a definitive source for healthcare leaders seeking to transform their organizations’ approach to elevating and sustaining service excellence. The authors have continued to be highly sought-after speakers on customer service in healthcare since the book’s publication ten years ago and have consulted with more than 100 healthcare institutions in that time, adding to the content and case studies of this new edition. This thoroughly updated edition has been expanded to include practical applications and techniques that build on the well-recognized content of the first edition.
This entertaining yet practical guide presents the authors’ model for achieving customer service excellence in three parts:
- Framing the Customer Service Mandate: Address the “why” before the “how,” and develop a greater understanding of your patients and their expectations.
- Survival Skills for Achieving Great Customer Service: Make the customer service diagnosis, negotiate and resolve expectations, and create “moments of truth” that drive customer experience.
- The A-Team Tool Kit: Explore the types of dialogue and behaviors displayed by A-Team versus B-Team members, coaching tips, the importance of scripts, and how to reward champions to leave a legacy for your organization.
New to this edition are a highly pragmatic set of tools, known as The A-Team Tool Kit,” which spans ten chapters. The A-Team Tool Kit puts evidence-based applications, guidelines, techniques, and advice in your hands to achieve service excellence. Also provided in this edition is a summary of Survival Skills at the end of each chapter.
About the Authors
Thom A. Mayer, MD, FACEP, FAAP, is founder and chief executive officer of BestPractices Inc. and an executive vice president with EmCare, a national resource in physician leadership and management and the nation’s largest provider of emergency physician services. He also serves as the medical director of the NFL Players Association and of the Studer Group.
Robert J. Cates, MD, is a practicing emergency department physician and chairman of the Inova Fairfax Hospital department of emergency medicine in Falls Church, Virginia. Under Dr. Cates’s leadership, the emergency department has won numerous awards and grants, most recently the prestigious Robert Wood Johnson Foundation Urgent Matters Grant. Inova Fairfax Hospital’s emergency department is one of the ten busiest in the country and yet sustains the highest levels of patient satisfaction. It is widely recognized for providing innovative and cutting-edge solutions to patient flow and service issues.
In this Book
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Leadership for Great Customer Service Satisfied Employees, Satisfied Patients, Second Edition
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Foreword to the Second Edition
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Foreword to the First Edition
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Getting Started: Why Worry About Customer Service in Healthcare?
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Understanding Expectations
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Are They Patients, or Are They Customers?
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Survival Skill 1: Making the Customer Service Diagnosis and Offering the Right Treatment
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Survival Skill 2: Negotiating Agreement on, and Resolution of, Expectations
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Survival Skill 3: Creating Moments of Truth
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The A-Team Tool Kit, and the Three Key A-Team Behaviors
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A-Team Tool 1—Empowerment: Point-of-Impact Intervention, Service Recovery, Leading Up
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A-Team Tool 2—Dealing with the B-Team
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A-Team Tool 3—Patient Satisfaction Coaching
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A-Team Tool 4—Rounding
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A-Team Tool 5—Scripts: Using Language to Improve the Patient Experience
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A-Team Tool 6—Hiring Right
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A-Team Tool 7—Innovation: Next-Level Thinking
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A-Team Tool 8—Flow and the Psychology of Waiting
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A-Team Tool 9—Rewarding Champions
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A-Team Tool 10—Leaving a Legacy
