Download Achieving Service Excellence, Second Edition (Ache by Myron D. Fottler PDF

By Myron D. Fottler

Information regarding customer support hits and misses is now extra obtainable to healthcare shoppers. amazing healthcare corporations set the bar at a excessive point for either medical and repair excellence. buyers who're armed with info and conscious of their techniques are deciding upon prone they think are prepared, keen, and ready to give you the enhanced adventure they count on. This e-book bargains a blueprint for effectively competing in this present day s aggressive healthcare industry. It offers the theories, equipment, and methods in the back of supplying a very good healthcare adventure via process, staffing, and platforms. each one bankruptcy explores a provider precept and offers various real-world examples and present learn findings. one of several subject matters mentioned are making a patient-centered atmosphere; construction a tradition within which clients are handled like site visitors; education, motivating, and empowering employees; measuring provider caliber; handling provider waits; and improving from a carrier failure.

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Extra resources for Achieving Service Excellence, Second Edition (Ache Management)

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A major factor in consumer dissatisfaction is cost cutting—that is, companies minimize their overhead by eliminating services, products, or extras that consumers have grown to expect. D. Power and Associates conducted a customer satisfaction study for Business Week. 5 billion in annual revenue (hence excluding any healthcare organization), its findings have implications in the healthcare industry. The top 25 companies (including Marriott, Publix, UPS, Lexus, and USAA) exceeded customers’ expectations through a variety of means.

Take ATM services, for example. 2 Interaction Between Customers and Service Providers Customer Is Present Customer Is Not Present Service Provider Is Not Present Electric/gas utilities, ATM, vending machine Answering services, TV security services Service Provider Is Present Healthcare, hospitality, other professional services Lawn service, watch repair Chapter 2: The Customer as Guest 37 the help of bankers and tellers (Online Search Authority 2009). This functionality is another way banks can forge relationships with their busy customers and hence add value to the experience.

Examining what customers do not want can provide insight into what they do want. In his book Discovering the Soul of Service, service expert Len Berry (1999, 31) lists the ten most common customer complaints, which are still valid in today’s healthcare marketplace. A common thread in these complaints is that healthcare customers feel disrespected: • Complaint: lying, dishonesty, and unfairness by the organization and employees Patient expectation: to be told the truth and treated fairly • Complaint: harsh, disrespectful treatment by employees Patient expectation: to be treated with respect • Complaint: carelessness, mistakes, and broken promises Patient expectation: to receive careful, reliable healthcare and the promised clinical outcome • Complaint: employees without the desire or authority to solve problems Patient expectation: to receive prompt solutions to clinical and nonclinical problems • Complaint: waiting in line because some service lanes or counters are closed Patient expectation: to wait as short a time as possible • Complaint: impersonal service Patient expectation: to receive personal attention and genuine interest from employees • Complaint: inadequate communication after problems arise Patient expectation: to be kept informed of problem-solving efforts after reporting or encountering problems or service failures • Complaint: employees who are unwilling to make extra effort or who seem annoyed by requests for assistance Patient expectation: to receive assistance rendered willingly by employees • Complaint: employees who do not know what is happening Patient expectation: to receive accurate answers to common questions from informed employees • Complaint: employees who put their own interests first, conduct personal business, or chat with each other while the customers wait • Patient expectation: to have customer interests come first 34 Achieving Service Excellence Using Customer Service as the Competitive Edge When patients are unable to readily distinguish the difference in clinical quality between one healthcare provider and another, the organization’s excellent customer service reputation can become its competitive advantage.

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