Total customer satisfaction : a comprehensive approach for health care providers / Stephanie G. Sherman and V. Clayton Sherman.
By: Sherman, Stephanie G
.
Contributor(s): Sherman, V. Clayton.
Material type: 
BookPublisher: San Francisco : Jossey Bass Inc, 1999Description: xviii, 376 p. : ill. ; 24 cm. + pbk.ISBN: 0787943924.Subject(s): Health services administration | Consumer satisfaction | Patient satisfaction | Medical care -- Quality controlDDC classification: 362.1068 | Item type | Current library | Call number | Copy number | Status | Date due | Barcode | Item holds |
|---|---|---|---|---|---|---|---|
| General Lending | MTU Bishopstown Library Lending | 362.1068 (Browse shelf(Opens below)) | 1 | Available | 00092265 |
Enhanced descriptions from Syndetics:
A valuable tool for any health care leader dedicated to improvingthe quality of care and enhancing patient satisfaction. Combiningtheory and discussion with a practical `action plan' format,Sherman challenges the reader to think about solutions, not justideas.
--Irwin Press, president, Press, Ganey Associates, Inc.
Whether you're a CEO, a caregiver, or simply someone who caresabout the results of service initiatives, you'll find plenty ofgreat ideas in this book.
--Mark C. Clement, president and CEO, Holy Cross Hospital, Winner,1994 AHA Great Comebacks Award, 1996 International Enterprise Awardfor Customer Satisfaction, 1998 Global Best Practices Award forCustomer Service
Total Customer Satisfaction reports on the breakthrough methodsused by awarding winning hospitals and health care organizations toachieve top-rated national status in customer satisfaction. Learnfrom top experts in the field of how to create and implement totalcustomer satisfaction tactical plan that will boost customersatisfaction ratings in your health care organization.
Includes bibliographical references (pages 357-358) and index.
Extraordinary customer satisfaction: the facts and the promise -- Eighteen commandments for well-managed customer satisfaction programs -- What the customer really wants -- Measurement tools that work -- Calculating the cost of dissatisfied customers -- How to win and retain customer loyalty -- The irrational nature of customer satisfaction: Sweating the small stuff -- Building the customer satisfaction team -- Designing your customer service strategy -- Prescriptions for sustaining top customer satisfaction ratings.
Table of contents provided by Syndetics
- Figures, Tables, and Exhibits (p. ix)
- Preface (p. xiii)
- About the Authors (p. xvii)
- Chapter 1 Extraordinary Customer Satisfaction: The Facts and the Promise (p. 1)
- Chapter 2 Eighteen Commandments for Well-Managed Customer Satisfaction Programs (p. 23)
- Chapter 3 What the Customer Really Wants (p. 87)
- Chapter 4 Measurement Tools That Work (p. 139)
- Chapter 5 Calculating the Cost of Dissatisfied Customers (p. 155)
- Chapter 6 How to Win and Retain Customer Loyalty (p. 181)
- Chapter 7 The Irrational Nature of Customer Satisfaction: Sweating the Small Stuff (p. 221)
- Chapter 8 Building the Customer Satisfaction Team (p. 251)
- Chapter 9 Designing Your Customer Service Strategy (p. 293)
- Chapter 10 Prescriptions for Sustaining Top Customer Satisfaction Ratings (p. 337)
- Recommended Readings (p. 357)
- Index (p. 359)
Author notes provided by Syndetics
STEPHANIE G. SHERMAN is executive vice president of ManagementHouse, Inc. and is the author of Make Yourself Memorable, which wasadopted by the Newbridge Executive Program.V. CLAYTON SHERMAN is the author of the bestselling Jossey-Bassbook Creating the New American Hospital.