Overview

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.

Full Product Details

9780787943929

Table of Contents

Reviews

""This is must reading for all individuals who want to capture theessence of customer service and the hearts of their employees. Theadditional reward will be improved operational performance.""--QuintStuder, president, Baptist Hospital, Inc. ""A totally inclusive book with example after example of how toprioritize your customer satisfaction actions that will give thegreatest return on your investment. After using these helpfulhow-to's for the past year and experiencing the result, I highlyrecommAnd it. Total Customer Satisfaction works!"" --John Schwartz,chief executive, Trinity Hospital/Advocate Health Care ""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, and winner of the 1994 AHA Great ComebacksAward, the 1996 International Enterprise Award for CustomerSatisfaction, and the 1998 Global Best Practices Award for CustomerService ""This timely book drives the point home and provides a structure tohelp health care organizations go beyond just measuring; to movefrom listening to responding."" --Jerry Seibert, president, ParksideAssociates

This is must reading for all individuals who want to capture the essence of customer service and the hearts of their employees. The additional reward will be improved operational performance. --Quint Studer, president, Baptist Hospital, Inc. <br> A totally inclusive book with example after example of how to prioritize your customer satisfaction actions that will give the greatest return on your investment. After using these helpful how-to's for the past year and experiencing the result, I highly recommAnd it. Total Customer Satisfaction works! --John Schwartz, chief executive, Trinity Hospital/Advocate Health Care <br> A valuable tool for any health care leader dedicated to improving the quality of care and enhancing patient satisfaction. Combining theory and discussion with a practical action plan' format, Sherman challenges the reader to think about solutions, not just ideas. --Irwin Press, president, Press, Ganey Associates, Inc. <br> Whether you're a CEO, a caregiver, or simply someone who cares about the results of service initiatives, you'll find plenty of great ideas in this book. --Mark C. Clement, president and CEO, Holy Cross Hospital, and winner of the 1994 AHA Great Comebacks Award, the 1996 International Enterprise Award for Customer Satisfaction, and the 1998 Global Best Practices Award for Customer Service <br> This timely book drives the point home and provides a structure to help health care organizations go beyond just measuring; to move from listening to responding. --Jerry Seibert, president, Parkside Associates

This is must reading for all individuals who want to capture the essence of customer service and the hearts of their employees. The additional reward will be improved operational performance. --Quint Studer, president, Baptist Hospital, Inc. A totally inclusive book with example after example of how to prioritize your customer satisfaction actions that will give the greatest return on your investment. After using these helpful how-to's for the past year and experiencing the result, I highly recommAnd it. Total Customer Satisfaction works! --John Schwartz, chief executive, Trinity Hospital/Advocate Health Care A valuable tool for any health care leader dedicated to improving the quality of care and enhancing patient satisfaction. Combining theory and discussion with a practical `action plan' format, Sherman challenges the reader to think about solutions, not just ideas. --Irwin Press, president, Press, Ganey Associates, Inc. Whether you're a CEO, a caregiver, or simply someone who cares about the results of service initiatives, you'll find plenty of great ideas in this book. --Mark C. Clement, president and CEO, Holy Cross Hospital, and winner of the 1994 AHA Great Comebacks Award, the 1996 International Enterprise Award for Customer Satisfaction, and the 1998 Global Best Practices Award for Customer Service This timely book drives the point home and provides a structure to help health care organizations go beyond just measuring; to move from listening to responding. --Jerry Seibert, president, Parkside Associates -This is must reading for all individuals who want to capture the essence of customer service and the hearts of their employees. The additional reward will be improved operational performance.---Quint Studer, president, Baptist Hospital, Inc. -A totally inclusive book with example after example of how to prioritize your customer satisfaction actions that will give the greatest return on your investment. After using these helpful how-to's for the past year and experiencing the result, I highly recommAnd it. Total Customer Satisfaction works!- --John Schwartz, chief executive, Trinity Hospital/Advocate Health Care -A valuable tool for any health care leader dedicated to improving the quality of care and enhancing patient satisfaction. Combining theory and discussion with a practical action plan' format, Sherman challenges the reader to think about solutions, not just ideas.- --Irwin Press, president, Press, Ganey Associates, Inc. -Whether you're a CEO, a caregiver, or simply someone who cares about the results of service initiatives, you'll find plenty of great ideas in this book.- --Mark C. Clement, president and CEO, Holy Cross Hospital, and winner of the 1994 AHA Great Comebacks Award, the 1996 International Enterprise Award for Customer Satisfaction, and the 1998 Global Best Practices Award for Customer Service -This timely book drives the point home and provides a structure to help health care organizations go beyond just measuring; to move from listening to responding.- --Jerry Seibert, president, Parkside Associates

This is must reading for all individuals who want to capture the essence of customer service and the hearts of their employees. The additional reward will be improved operational performance. --Quint Studer, president, Baptist Hospital, Inc.<br><br> A totally inclusive book with example after example of how to prioritize your customer satisfaction actions that will give the greatest return on your investment. After using these helpful how-to's for the past year and experiencing the result, I highly recommAnd it. Total Customer Satisfaction works! --John Schwartz, chief executive, Trinity Hospital/Advocate Health Care<br><br> A valuable tool for any health care leader dedicated to improving the quality of care and enhancing patient satisfaction. Combining theory and discussion with a practical action plan' format, Sherman challenges the reader to think about solutions, not just ideas. --Irwin Press, president, Press, Ganey Associates, Inc.<br><br> Whether you're a CEO, a caregiver, or simply someone who cares about the results of service initiatives, you'll find plenty of great ideas in this book. --Mark C. Clement, president and CEO, Holy Cross Hospital, and winner of the 1994 AHA Great Comebacks Award, the 1996 International Enterprise Award for Customer Satisfaction, and the 1998 Global Best Practices Award for Customer Service<br><br> This timely book drives the point home and provides a structure to help health care organizations go beyond just measuring; to move from listening to responding. --Jerry Seibert, president, Parkside Associates

Author Information

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.

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