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The Healthcare Customer Service Revolution by David H. Zimmerman,David R. Zimmerman,Peggy Zimmerman,Charles Lund Pdf
Consumer groups, and officials of such major employers as American Express, the Minnesota Mining and Manufacturing Company, the Ameritech Corporation, and PepsiCo. All together they represented an estimated 80 million consumers of health insurance. Measuring the quality of care is the focus of The Healthcare Customer Service Resolution. It reports what patients currently think about the quality of the healthcare they receive. This book explores what employers, managed.
Author : John R. DiJulius Publisher : Greenleaf Book Group Page : 200 pages File Size : 42,7 Mb Release : 2015-01-06 Category : Business & Economics ISBN : 9781626341302
The Customer Service Revolution by John R. DiJulius Pdf
In The Customer Service Revolution, DiJulius points out how numerous companies have made Customer service their biggest competitive advantage, are dominating their industries, and have made price irrelevant. As a result of this Customer service revolution, people are being treated differently, better, and in a way like never before. This is a result of how companies and management are treating their employees and how employees are treating each other and the Customer—which ultimately permeates into people’s personal lives at home and in their communities. Can the way you run your business or treat your Customers have an effect on the world at large? John DiJulius will show you just that! Drawing on years of experience consulting with the top customer service companies around the world and in his role building his first business, John Robert’s Spa, into one of the top 20 salons in the US, DiJulius will show you exactly how to create your very own Customer service revolution and make price irrelevant.
Author : David W Johnson Publisher : McGraw Hill Professional Page : 256 pages File Size : 48,8 Mb Release : 2019-09-02 Category : Business & Economics ISBN : 9781260455588
The Customer Revolution in Healthcare: Delivering Kinder, Smarter, Affordable Care for All by David W Johnson Pdf
Customer-centric, market-driven solutions for fixing America’s broken healthcare system—from one of the industry’s most innovative thought leaders. Healthcare accounts for nearly a fifth of the U.S. economy. Everyone agrees that the current system is broken and in desperate need of repair. It should cost less, tackle chronic disease, and promote health. It requires a massive shift in resources from acute services to better care management, behavioral health, and primary care services. The question isn’t what to do. It’s how to do it. The revolution starts by meeting and supporting consumers’ real health needs. It’s time for American healthcare to serve the people. This is The Customer Revolution in Healthcare. Written by leading healthcare strategist and commentator David W. Johnson, this groundbreaking book is more than a wake-up call. It’s a point-by-point action plan to: • Blow up the “Healthcare Industrial Complex” • Liberate data and empower consumers with technology • Promote agile, innovative, and customer-centric “platform” companies • Reduce costs, improve service, and generate superior outcomes • Deliver personalized care with precisions and compassion • Explain and address America’s self-created opioid crisis • Provide affordable and accessible health insurance for all • Turbocharge the U.S. economy • Foster healthier communities Revolutionary healthcare empowers patients and providers alike. Competitive healthcare companies reconfigure inefficient business models to deliver appropriate, accessible, holistic, and reliable care at lower costs. Caregivers engage patients with insight and compassion informed by real-time data and analytics. Payers reward health companies that deliver great outcomes and great service at competitive prices while keeping members as healthy as possible. Investors fund innovative companies whose products and services delight customers. And consumers receive compassionate, affordable, convenient healthcare that meets their needs. Most important, The Customer Revolution in Healthcare provides a robust framework for aligning economic incentives with patient needs to deliver better outcomes at lower costs with superior customer service. The future of healthcare belongs to innovative customer-centric health companies that deliver kinder, smarter, more affordable care—to all.
Customer Service in Health Care by Kristin Baird Pdf
Research confirms that it is six times more costly to attract anew customer than it is to retain an existing one. Creating a culture of service excellence requires planning,preparation, and persistence. Customer Service in HealthCare is designed to provide readers with the fundamentalinformation and skills to start or strengthen a customer serviceinitiative within a health care organization. This bookconcentrates on action as opposed to theory. It offers a practical,step-by-step process for creating a culture shift toward customerservice excellence at all levels of an organization, and presentsthe essentials to improving performance that will bring theindividuals closer to the mission, values, and standards. Chapters focus on: Tools for establishing and measuring customer service teamgoals Creating customer service standards unique to yourorganization Tips on training sessions Strategies for maintaining top-of-mind awareness of customerservice among employees Customer service techniques for physicians and nurses An overview of customer service as an essential component ofbusiness development and marketing
The Grassroots Health Care Revolution by John Torinus Pdf
When exploding health care costs threatened Serigraph's solvency, the CEO went outside the box to find a solution. John Torinus Jr. applied innovative, cutting-edge strategies to cut his health care expenses well below the national average while improving his employees' care. Now, across America, leading companies are following Serigraph's example. There is a revolution brewing. A revolution that will dramatically lower health costs nationwide. John Torinus Jr., author of The Company That Solved Health Care, the eye-opening book detailing one company's game-changing health care program, now presents The Grassroots Health Care Revolution. Featuring examples and interviews with the business leaders who are at the forefront of these innovations, The Grassroots Health Care Revolution is a game plan for improving workforce health and radically lowering health costs. Torinus avoids the politics of health care to focus on what businesses can actually control. He shows how pioneering corporations have engaged their employees to tame the hyper-inflation that has plagued the health care industry for decades. Executives in leading companies are deploying management disciplines and marketplace principles to invent a better business model for health care. These companies are bending the curve, growing profits and improving the health of their employees. Learn how you and your business can join the revolution.
The origin of this book covers my personal experiences that would alter my life. Kind of before and after scenario. A few months after my thirtieth birthday, a busy day of sales calls, I arrived home, exhausted. Well, maybe exhausted would not be good way to describe what I felt. I felt strangely uneasy and fell at ease. Just plain uncomfortable would be the description of my mood that evening. Nothing special had happened at work. It was just strange feeling that came over me. I wasn’t much different the next morning. I still felt out of sorts. I remember saying to myself, “What the heck is going on?” I ate a quick breakfast, got in the car, and started driving to my office. Almost without thinking or paying attention to where I was going, I found myself in the parking lot of the local Catholic church nearby our house. For some strange reason, I felt it was a stop I needed to make. Mass had just ended, so the church was empty, except for a couple of altar boys cleaning up around the altar. Before I realized it, I was in the back pew, on my knees. Over the next several minutes, I poured out my heart to God like I had never done before. An overwhelming sense of remorse seized my emotions. I don’t remember how long I stayed knelt there in the church. When I finally left and got back in my car, with tears welling up in my eyes, I had no idea why or what just happened. I felt totally confused. Since I had never been a particularly religious person, to say the least, the experience seemed even led conceivable and much more puzzling. But it did happen, and it left a mark on me that would last forever. I would never be the same man who had gone into church that morning. That day would mark the beginning of what I realize were God’s gifts pouring out into my life, at least the many I am aware of. I am sure there are many more that I am not conscious of. I would discover sometime late that what I had experienced had been a spiritual conversion—not necessarily a common experience, but not all that rare either. It’s true to say, “When you leave the house in the morning, you never really know how you will return to it.” I know I hardly expected to return seemingly transformed, both personally and spiritually.
From librarians to volunteer workers, staff to student workers, all library personnel need to deliver great customer service. This book presents innovative instructional methods that will inspire you to take a fresh approach to customer service training. Customer service is one of the most critical staff development training areas in the library world. Every member of a library's staff who interacts with the public needs the specialized skills and tools to work with a diverse clientele. This book addresses the need for staff training for various kinds of libraries, covering public and academic libraries of various sizes, medical libraries, law libraries, and state organization and joint-use libraries. Each chapter of Stellar Customer Service: Training Library Staff to Exceed provides practical advice and creative solutions for showing staff how to handle customer service issues. The book identifies the essential skills and tools staff at all levels—from librarians and staff to student workers and volunteers—must have to contribute to your library's success. Readers will learn innovative training methods, see how a wide range of libraries have approached this perennial staff issue, and get excited about approaching their own customer service training in fresh new ways.
Summary of The Customer Service Revolution – [Review Keypoints and Take-aways] by PenZen Summaries Pdf
The summary of The Customer Service Revolution – Overthrow Conventional Business, Inspire Employees, and Change the World presented here include a short review of the book at the start followed by quick overview of main points and a list of important take-aways at the end of the summary. The Summary of In the 2015 book "The Customer Service Revolution," the author reveals the true keys to providing excellent customer service. These ideas provide a practical guide for taking your customer service to the next level, helping to create an extraordinary experience for your customers and forging an enthusiastic and vision-driven workforce in the process. The Customer Service Revolution summary includes the key points and important takeaways from the book The Customer Service Revolution by John R. DiJulius III. Disclaimer: 1. This is an unofficial summary and not intended to replace the original book. 2. In this summary key points are rewritten and recreated and no part/text is directly taken or copied from original book. 3. The purpose of this summary is to highlight the outline and ideas in original book more effectively and to encourage reader to buy the original book. We recommend to buy excellent original book. 4. The author or publisher of this summary is not associated in any way with the author or publisher of the original book.
Damaged by Robert Maunder, MD,Jonathan Hunter, MD Pdf
This is the story of a psychiatrist and his career-long relationship with a difficult patient showing how medical treatment should not just be about biology, but also about psychology.
What is the amazement revolution? It is the culture that can drive any organisation -- from one employee to tens of thousands -- to focus completely on delivering an amazing customer-service experience. In this sequel to the Wall Street Journal best-selling book "The Cult of the Customer", Shep Hyken shares seven powerful strategies that any organisation can implement to create greater customer and employee loyalty. In a tough, competitive, and price-sensitive economy, customer service is one of the most essential tools to separate your business from the competition. These strategies work, as evidenced by the more than seventy case studies and examples that Hyken shares throughout the book. These examples provide dozens of lessons that can and should be implemented immediately. Corporate and industry clients from all over the world have tapped into the expertise of Shep Hyken. His client list is a who's who in the business world. As an author and speaker, Hyken is known for his simple and direct strategies that help his clients build successful, customer-focused organisations.
The NHS is in crisis - it's in record demand, and care services are at breaking point - but what if the solution to rescuing the NHS is in the hands of the patients themselves? In this refreshingly positive and remarkable book, David Gilbert shares the powerful real-life stories of 'patient leaders' - ordinary people affected by life-changing illnesses, disabilities, or conditions, who have all gone back into the fray to help change the healthcare system in necessary and inspiring ways. Charting their diverse journeys - from managing to live with their condition, and their motivation to change the status quo, right through to their successes in improving approaches to health and social care - these moving and courageous stories aim to motivate others to take back control and showcase the pivotal importance of patients as genuine decision-making leaders. Filled with hard-won wisdom and everyday heroism, The Patient Revolution challenges current discourse and sets out an empowering vision of how patient leaders can change the future of healthcare.
The Mayo Clinic physician and founder of The Patient Revolution offers a “thoroughly convincing. . . call to action for medical industry reform” (Kirkus). Winner of the 2018 PenCraft Award for Literary Excellence, Why We Revolt exposes the corruption and negligence that are endemic in America’s healthcare system—and offers a blueprint for revolutionizing patient care across the country. Through a series of essays and first-hand accounts, Dr. Victor M. Montori demonstrates how the system has been increasingly exploited and industrialized, putting profit before patients. As costs soar, the United States continues to fall behind other countries on patient outcomes. Offering concrete, direct actions we can take to bring positive change to the healthcare system, Why We Revolt is an inspiring call-to-action for physicians, policymakers, and patients alike. Dr. Montori shows how we can work together to create a system that offers tailored healthcare in a kind and careful way. All proceeds from Why We Revolt go directly to Patient Revolution, a non-profit organization founded by Dr. Montori that empowers patients, caregivers, community advocates, and clinicians to rebuild our healthcare system.
The way we do business has changed. Customers are no longer driven by products and services alone. They are experience driven customers who seek meaningful and genuine interactions with the companies they do business with. Many companies have adapted a “too big to fail” mindset and have implemented policies that favor themselves instead of the customers who keep them in business. Employees are treated as money-making machines instead of valued teammates. This has to change. The Customer Service Revolution is packed full of innovating and inspiring stories, and is changing the way companies think about their customers and the employees who make it all happen.
Author : Carl F. Ameringer Publisher : Univ of California Press Page : 271 pages File Size : 48,6 Mb Release : 2008-04-09 Category : Medical ISBN : 9780520934689
The Health Care Revolution by Carl F. Ameringer Pdf
America's market-based health care system, unique among the nations of the world, is in large part the product of an obscure, yet profound, revolution that overthrew the medical monopoly in the late 1970s. In this lucid, balanced account, Carl F. Ameringer tells how this revolution came into being when the U.S. Supreme Court and Congress prompted the antitrust agencies of the federal government—the Federal Trade Commission and the Justice Department—to change the rules of the health care system. Ameringer lays out the key events that led up to this regime change; explores its broader social, political, and economic contexts; examines the views of both its proponents and opponents; and considers its current trajectory.
