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Leadership for Great Customer Service
Mayer ThomThom A. MayerRobert J. Cates
其他書名
Satisfied Employees, Satisfied Patients, Second Edition
出版Health Administration Press, 2014
ISBN15679370209781567937022
URLhttp://books.google.com.hk/books?id=MPNBzQEACAAJ&hl=&source=gbs_api
註釋This 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' 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; 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 and 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. --