Customer Service Consulting and Training
Your Employees Are Your Most Valuable Asset
Good customer service is rarely an accident; it happens because it is a management priority, an organization focus, and part of the total organizational culture. Hospitals are now discovering what major corporations discovered years ago; that is, customer service training pays big dividends-and it does so relatively quickly.
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As reported in AHA News:
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Since implementing a rigorous customer satisfaction program in 1995, 541-bed Baptist Hospital in Pensacola, Florida, has seen its market share grow more than 10%, said CEO Quint Studer.
After losing $9 million in 1991, 329-bed Holy Cross Hospital in Chicago adopted a customer satisfaction program as a way to win back physicians and patients who left for neighboring hospitals, said CEO Mark Clement. Since then, the hospital has seen a 20% increase in market share and now has a positive bottom line.
Norman Goodman, president of 259-bed Brocton (MA) Hospital, has seen market share increase 12% in the six years since his hospital adopted a customer service program.
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What Is Our Track Record?
The Center to Promote Health Care Studies, Inc. has provided customer service training and consultation to over three dozen healthcare facilities ranging from fewer than 100 beds to more than 1,000 beds. Currently, we are training 37,000 employees and staff members at 18 hospitals and medical centers.
What Is World-Class Customer Service?
It is constantly and consistently meeting or exceeding the needs and expectations of those you serve.
Who Is A Customer?
Your customer is anyone or any organization that interacts with your healthcare facility. Patients, visitors, medical staff, volunteers, community organizations, regulatory agencies, vendors, media, and, perhaps most importantly, your staff.
Other Services:
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