Also by Wendy Leebov, Ed.D.:
- Telephone Skills for Professionals in Health Care
- Customer Service for Professionals in Health Care: Key Behaviors That Enhance the Patient and Family Experience
- Working Together for Professionals in Health Care: Communication Skills for Collaboration and Teamwork
- Achieving Impressive Customer Service: 7 Strategies for the Health Care Manager
- Practical Assertiveness for Professionals in Health Care: Skills Key to Personal Effectiveness with Patients, Families, and Coworkers
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Resolving Complaints for Professionals in Health Care
Nonfiction » Business & Economics » Management and human resources
Nonfiction » Health, wellbeing, & medicine » Healthcare issues
Rating: Not yet rated.
Published: Sep. 12, 2012
Words: 13,320 (approximate)
Language: English
ISBN: 9781301990429
Short description
Resolving Complaints describes in detail how to properly handle customer complaints. The methods described help the reader communicate with tact, compassion and employ creative problem-solving and follow through. Great for individuals and groups, it includes case situations, self-assessments and practice exercises for sharpening service recovery and complaint-handling with healthcare customers.Extended description
Service recovery and hospital complaint-handling are not a favorite subject among healthcare employees. Yet, if we learn to reframe complaints, we can embrace them as a second chance to make things right for the people we serve. And the fact is, every employee is the first point of contact for one complaint or another. Ideally, every person in your organization should be adept at handling complaints, so they can nip complaints in the bud. This booklet is a straightforward guide to handling complaints effectively. Designed for the frontline employee, it explores the basics of identifying the problem, listening, exploring options, following through and getting the right people involved. This is a great tool for managers and educators to use with staff to develop positive attitudes and concrete skills for turning dissatisfaction into satisfaction through effective communication.Tags
healthcare, customer service, customer care, communication skills, customer experience, employee engagement, customer relations, healthcare management, employee development, complaints, communication at work, customer complaints, employee satisfaction, customer complaint management, patient advocacy, patient satisfaction, patientcentered care, nurse communication, hcahps, hcahps improvementAvailable ebook reading formats
Single purchase gains access to all formats. How to download ebooks to e-reading devices and apps.| Format | Full Book | Sample First 5% |
|---|---|---|
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| PDF (good for reading on PC, or for home printing) | Buy | No sample available |
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| LRF (Use only for older model Sony Readers that don't support .epub) | Buy | Download sample |
| Palm Doc (PDB) (for Palm reading devices) | Buy | Download sample |
| Plain Text (download) (flexible, but lacks much formatting) | Buy | No sample available |
| Plain Text (view) (viewable as web page) | Buy | No sample available |
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