Total Customer Satisfaction: A Comprehensive Approach for Health Care Providers by Stephanie G. Sherman and V. Clayton Sherman is a valuable tool for any health care leader dedicated to improving the quality of care and enhancing patient satisfaction. Combining theory and discussion with a practical `action plan' format, Sherman challenges the reader to think about solutions, not just ideas.Total Customer Satisfaction reports on the breakthrough methods used by award winning hospitals and health care organizations to achieve top-rated national status in customer satisfaction. Learn from top experts in the field how to create and implement a total customer satisfaction tactical plan that will boost customer satisfaction ratings in your health care organization.
About the Author
STEPHANIE G. SHERMAN is executive vice president of Management House, Inc. and is the author of Make Yourself Memorable, which was adopted by the Newbridge Executive Program.
V. CLAYTON SHERMAN is the author of the bestselling Jossey-Bass book Creating the New American Hospital.
Book Details
- Paperback: 376 pages
- Publisher: Jossey-Bass; 1st edition (January 15, 1999)
- Language: English
- ISBN-10: 0787943924
- ISBN-13: 978-0787943929
- Book Dimensions: 9.3 x 7.6 x 0.9 inches
- List Price: $66.00
- Amazon.com Price: $50.21
- You Save: $15.79 (24%)