Description
This hands-on, humorous look at customer service was written by two practicing physicians and provides a thorough blueprint for creating and sustaining a practical customer service program. The "Patient Care Survival Skills" are proven, successful strategies that nurses, physicians, housekeepers, lab technicians - anyone who comes in contact with the patient - can employ to improve customer service and thus make their own job easier.
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Mayer, a consultant in physician leadership and management, and Cates, a practicing emergency department physician, contend that the best way to get buy-in on customer service plans from provider staff is to show them that improving customer service can make their jobs easier. They provide a blueprint for creating and sustaining a practical customer service program that involves nurses, physicians, housekeepers, and lab technicians. There is no subject index. Annotation ©2004 Book News, Inc., Portland, OR (booknews.com)
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