For managers who have the basics of service management in place, this nuts-and-bolts guide helps tackle service challenges that cut across all work teams through a "one goal at a time" approach. Book includes do-it-yourself kits that offer detailed guidance and concrete resources needed to achieve three objectives: Improving first impressions Providing excellent explanations to customers Improving service recovery (effective complaint handling)

Service Savvy Health Care: One Goal At A time

Medical Books

Leebov, Wendy

Presha, Jeanne

Afriat, Susan H.

Administration & Medicine Economics

iUniverse, Inc.

<p>For managers who have the basics of service management in place, this nuts-and-bolts guide helps tackle service weaknesses that cut across all work teams. It provides the tools needed to engage all staff in accomplishing significant results by adopting and focusing on one service improvement goal at a time. </p>
<p>A detailed model helps you plan for and implement service improvement to increase patient and staff satisfaction. The model is applied in the form of step-by-step, do-it-yourself tool kits that offer detailed guidance and concrete resources needed to achieve three specific objectives:</p> <ul>
<li>Improving first impressions (meeting and greeting)</li> <li>Providing excellent explanations to customers</li> <li>Improving service recovery (effective complaint handling)</li> </ul>

Service Savvy Health Care: One Goal at a Time (J-B AHA Press)

Afriat, Susan

Health, Fitness & Dieting

Jossey-Bass

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Books by Presha, Jeanne