Sherman, Stephanie G. <br/><br/>
Total customer satisfaction :  a comprehensive approach for health care providers / 
Stephanie G. Sherman and V. Clayton Sherman. 
 - San Francisco :  Jossey Bass Inc,  1999. 
 - xviii, 376 p. :  ill. ;  24 cm. +  pbk. 
<br/><br/>Includes bibliographical references (pages 357-358) and index. 
<br/><br/>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. 
<br/><br/><label>ISBN: </label>0787943924 
<br/><br/><label>Subjects--Topical Terms: </label><br/>Health services administration.<br/>Consumer satisfaction.<br/>Patient satisfaction.<br/>Medical care--Quality control.
<br/><br/><label>Dewey Class. No.: </label>362.1068