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Book Description
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About the Author
Thom A. Mayer, M.D., is president and chief executive officer of BestPractices, Inc., a national resource in physician leadership and management.
Dr. Mayer has been the keynote speaker at numerous healthcare leadership conferences and also serves as the medical director of the NFL Players Association. He is on of America’s foremost experts on healthcare customer service, trauma and emergency care, pediatric emergency care, and medical leadership. He has published over 60 articles and 60 book chapters and has edited 10 medical textbooks.
Robert (Bob) J. Cates, M.D., is a practicing emergency department physician and chairman of the Inova Fairfax Hospital’s department of emergency medicine in Falls Church, Virginia. Under Dr. Cates’s leadership, the emergency department has won numerous awards and grants, most recently the prestigious Robert Wood Johnson Foundation Urgent Matters Grant.
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5.0 out of 5 stars
Customer Service 5 Star,
This review is from: Leadership for Great Customer Service: Satisfied Patients, Satisfied Employees (ACHE Management) (Paperback)
The insights in this book are simply phenomenal. If you take care of patients anywhere in healthcare, this book will make your life so much easier. If you are a patient, you will wish your doctors and nurses had read this book! (Despite the name, no known relation!)
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Inside This Book
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First Sentence:
THIS BOOK GREW out of a decade of experience in researching and teaching the application of the art of customer service to the science of clinical medicine. Read the first page Key Phrases - Statistically Improbable Phrases (SIPs): (learn more)
customer service diagnosis, blameless apology, customer service right, compliment analysis, service excellence program, inventing options, complaint analysis, healthcare leader, service recovery, patient care units, expectation creation, negotiation tools, excellence skills, open book test, negotiation steps, service rounds, chicken franchise, healthcare institutions, healthcare team, creating moments Key Phrases - Capitalized Phrases (CAPs): (learn more)
Survival Skill, Nurse Ratched, New York, Administrator Scrooge, Getting Started, Abraham Maslow, Betsy Sanders, North Carolina, Outback Steakhouse, Outer Banks New!
Books on Related Topics | Concordance | Text Stats Browse Sample Pages:
Front Cover | Table of Contents | First Pages | Back Cover | Surprise Me!
THIS BOOK GREW out of a decade of experience in researching and teaching the application of the art of customer service to the science of clinical medicine. Read the first page Key Phrases - Statistically Improbable Phrases (SIPs): (learn more)
customer service diagnosis, blameless apology, customer service right, compliment analysis, service excellence program, inventing options, complaint analysis, healthcare leader, service recovery, patient care units, expectation creation, negotiation tools, excellence skills, open book test, negotiation steps, service rounds, chicken franchise, healthcare institutions, healthcare team, creating moments Key Phrases - Capitalized Phrases (CAPs): (learn more)
Survival Skill, Nurse Ratched, New York, Administrator Scrooge, Getting Started, Abraham Maslow, Betsy Sanders, North Carolina, Outback Steakhouse, Outer Banks New!
Books on Related Topics | Concordance | Text Stats Browse Sample Pages:
Front Cover | Table of Contents | First Pages | Back Cover | Surprise Me!
Citations (learn more)
This book cites 19
books:
See all 19 books this book cites
- The Nordstrom Way: The Inside Story of America's #1 Customer Service Company by Robert Spector on page 85, Back Matter (1), and Back Matter (2)
- Getting to Yes by Roger Fisher on page 48, page 79, and Back Matter
- Getting to Yes: Negotiating Agreement Without Giving In by Roger Fisher on page 48, page 79, and Back Matter
- Knowledge for Action: A Guide to Overcoming Barriers to Organizational Change by Chris Argyris on page 19, and Back Matter
- The Tipping Point: How Little Things Can Make a Big Difference by Malcolm Gladwell on page 78, and Back Matter
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