Service Savvy Health Care: One Goal at a Time

For managers who have the basics of service management in place, this nuts-and-bolts guide helps tackle service challenges that cut across all work teams through a "one goal at a time" approach. Book includes do-it-yourself kits that offer detailed guidance and concrete resources needed to achieve three objectives:

• Improving first impressions
• Providing excellent explanations to customers
• Improving service recovery (effective complaint handling)