Achieving Impressive Customer Service:
7 Strategies for the Health Care Manager
by Wendy Leebov, Gail Scott, and Lolma Olson

If your goal is achieving impressive customer service, you don’t have to institute complex, multifaceted strategies to create satisfying outcomes. This book describes a rich array of simple, doable approaches that, one at a time, or taken in tandem, will help managers engage staff in making significant improvements in service quality and customer satisfaction.
For:

Managers of service lines, ancillary services and support service in hospitals and systems
Administrators who want to provide managers with powerful tools for making improvements
Managers in managed care, ambulatory care, medical practices, home care and long-term care
Administrative physicians
Professionals in training, education and organization development
Change agents and consultants
Anyone in healthcare who wants to focus on achieving impressive customer service

Content

Strategies	Tactics	Selection of Tools
Chapter 1: Hire Service Savvy People	Behavior-Based Screening Four Customer Service Competencies for Frontline Impressive Customer Service as a New Job Requirement	Interview Questions/Performance Tasks Performance Tasks for Screening Managers Screening on Job-Specific Competencies
Chapter 2: Establish High Standards of Customer Service	The Nine-Step Accountability Process	Moving from Good to Great Setting Behavioral Guidelines Job-Specific Protocols and Scripts
Chapter 3: Help Staff Hear the Voice of the Customer	The Success Indicators Process in Five Steps Staff as Pulse-Takers Adopting the Customer’s Perspective in Everyday Work Maintaining the Customer Perspective	Patients/Families: How Are We Doing? Physicians: How Are We Doing? Round Robin Practice for Staff Homegrown Focus Groups
Chapter 4: Remove Barriers So Staff Can Serve Customers	Creating a User-Friendly Environment with Staff Rethinking Policies and Procedures Clarify Boundaries: Help Staff Know What They Can Do Back-Up Plans for Service Breakdowns	Work Space Fix Sticky Situations Employee Input Meetings Rx for Service Messes
Chapter 5: Reduce Anxiety to Increase Satisfaction	The Anxiety Reduction Approach Map Patient Pathways through Your Service Pinpoint Anxiety Points Remedies	Sample Script Meeting to Generate Remedies Feedback Device Handling Objections
Chapter 6: Help Staff Cope Better in a Stressful Atmosphere	Help Staff Make Work-Space Improvements Personal Coping Skills in a High Stress Environment Build a Supportive Work Team	Space Audit Dealing with Negativity Five Steps: Keep Your Cool under Pressure
Chapter 7: Maintain Your Focus on Service	Mainstream Your Service Focus Wear a Service Lens and Help Others Wear It Focus on Service Improvement One Behavior at a Time	One-Behavior-at-a-Time Improvement Protocols and Scripts Work-Session 20-Minute Skill-Builders Employee Recognition Tools
Chapter 8: Getting Personal	Not Sure Where to Start? Do You Have What It Takes?	Decision Matrix Your Vision of Impressive Service

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Achieving Impressive Customer Service: 7 Strategies for the Health Care Managerby Wendy Leebov, Gail Scott, and Lolma Olson

Content

Achieving Impressive Customer Service:
7 Strategies for the Health Care Manager
by Wendy Leebov, Gail Scott, and Lolma Olson