Managers don’t have to institute complex, multifaceted strategies to make a difference in service quality. 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 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

• 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

• The Nine-Step Accountability Process

• Moving from Good to Great
• Setting Behavioral Guidelines
• Job-Specific Protocols and Scripts

• 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

• 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

• The Anxiety Reduction Approach
• Map Patient Pathways through Your Service
• Pinpoint Anxiety Points
• Remedies

• Sample Script
• Meeting to Generate Remedies
• Feedback Device
• Handling Objections

• 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

• 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

• Not Sure Where to Start?
• Do You Have What It Takes?

• Decision Matrix
• Your Vision of Impressive Service