THOM MAYER
Leadership for Great Customer Service: Satisfied Employees, Satisfied Patients, Second Edition
Forewords by Chuck Lauer and Tom Peters The successful first edition of Leadership for Great Customer Service has become a definitive source for healthcare leaders seeking to transform their organizations' approach to elevating and sustaining service excellence. The authors have continued to be highly sought-after speakers on customer service in healthcare since the book's publication ten years ago and have consulted with more than 100 healthcare institutions in that time, adding to the content and case studies of this new edition. This thoroughly updated edition has been expanded to include practical applications and techniques that build on the well-recognized content of the first edition. This entertaining yet practical guide presents the authors' model for achieving customer service excellence in three parts: Framing the Customer Service Mandate: Address the “why” before the “how,” and develop a greater understanding of your patients and their expectations. Survival Skills for Achieving Great Customer Service: Make the customer service diagnosis, negotiate and resolve expectations, and create “moments of truth” that drive customer experience. The A-Team Tool Kit: Explore the types of dialogue and behaviors displayed by A-Team versus B-Team members, coaching tips, the importance of scripts, and how to reward champions to leave a legacy for your organization. New to this edition are a highly pragmatic set of tools, known as “The A-Team Tool Kit,” which spans ten chapters. The A-Team Tool Kit puts evidence-based applications, guidelines, techniques, and advice in your hands to achieve service excellence. Also provided in this edition is a summary of Survival Skills at the end of each chapter.
List Price: $78.00 (Final bulk discount pricing is based on quantity)
ISBN: 9781567937022
Uh oh. It looks like this title is out of stock.
Did you know eBooks never run out? It's true. We have millions of titles available right now. You can download an eBook in seconds.

Why eBooks are the Smart Way to Go

Deep bulk discounts and $0 in shipping costs means you save big with bulk eBooks. Plus, eBooks are typically cheaper than print books.
Distribute your eBooks via text message, email, social media, and more using redeemable eBook codes. Users can get their eBook instantly.
Receive Readership Analytics & Redemption Reports for proven engagement and user data, including name and email address.
Read from the convenience of our web reader or download the BookShout app on your favorite smart device to read anywhere.
Want to make the smart switch to eBooks? CLICK HERE
Not convinced yet? No problem. We can still get you the print books you need. Fill out the request form below and a member of our sales team will be in touch quickly.

Request Bulk Purchase:
Book Format*
Book Quantity*
How will the books be used?*


Interested in Gift Cards?
9781567937022 medium Bulk gift card c973c6294bb562c572cc09448c6304915953cb77b337c63c74b0d98ee2f3afc7
Benefits
Plastic Cards are standard Gift Card Size (3.375” x 2.125”). Cards can include scratch-offs over the redemption code. Cost less than distributing/shipping Print books. Great for Events, Churches, Schools, Authors, etc.