Laying the cornerstone: an employee-driven customer service program
| Autor: | Ann S. Chinnis, Stephen M. Davis, J Erin Dunmire |
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| Rok vydání: | 2006 |
| Předmět: |
Voice of the customer
Customer retention Service quality Health Policy Public Health Environmental and Occupational Health Consumer Behavior West Virginia Organizational Culture Hospitals University Personnel Hospital Customer advocacy Professional Role Customer Service Assurance Customer reference program Organizational Case Studies Business Marketing Program Development Customer intelligence Customer to customer |
| Zdroj: | Journal for healthcare quality : official publication of the National Association for Healthcare Quality. 28(2) |
| ISSN: | 1062-2551 |
| Popis: | In the 21st-century healthcare environment, customer service remains critical to the fiscal viability of healthcare organizations. Continued competition for patients and diminishing reimbursements have necessitated the establishment of customer service programs to attract patients and retain outstanding employees. These programs should increase quality experiences for both internal customers (employees) and external customers (patients). This article describes a unique employee-driven customer service initiative titled Serving Together Achieving Results. Obstacles to implementing a customer service program in a multifaceted academic setting are highlighted, and the use of a novel tool, Q technique, to prioritize employee feedback is discussed. |
| Databáze: | OpenAIRE |
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