An AHA Press/Jossey-Bass Resource Untapped Options is an invaluable resource for health care leaders who want to help their organizations succeed. Bea Northcott and Janette Helm, experts in the field of health care management, have created a practical approach that explores how human resources and marketing managers can combine forces and work together to create mission, vision, and values statements that will drive a common strategy to organizational excellence. Step-by-step, Northcott and Helm show how to implement this innovative approach that, once in place, will contain costs, bolster employee satisfaction and productivity, and increase customer satisfaction.Customer Service Excellence There are many examples across the country of excellent partnerships between training and ... Too often employees are hired for clinical competence and it is assumed that the employee has the requisite customer service skills to perform his or her job. This is a dangerous assumption to make because each individual defines good customer service in a different way.
|Author||:||Bea Northcott, Janette Helm|
|Publisher||:||Health Forum - 2000-03-28|