Customer for Life: Recovering from Breakdowns

Customer for Life: Recovering from Customer Service Breakdowns  
 
Executive Learning, Inc.(ELI) believes that it is through extraordinary service and high customer satisfaction that health care organizations build strong customer relationships and differentiate themselves.  Today clinical quality and cost control are expected from every health care provider.  Exceptional service, however, still has the potential to surprise and delight patients, families, long term care residents, and members of the community at-large.  It is through satisfying and delighting customers that customer loyalty is born.

ELI also believes that extraordinary service is more than guest relations. It is more than smile training. It demands that an organization attend to its processes and systems to ensure they operate reliably to meet customers' needs. It requires that all who work in an organization have a high level of knowledge and skill to be capable of delivering great service. It necessitates that an organization's leaders clearly define the service vision and articulate the service standards that are expected of all workers in the system. In short, building a customer-driven organization is hard work. The benefits, however, include staunchly loyal customers, ongoing business viability, and motivated workers who come in each day knowing they make a difference.

To help health care organizations develop top-notch customer service systems and skills, ELI developed the Customer for Life approach. AHCA is offering four of these video tapes from the series.  Instructor’s manuals are available as a free download at ELI’s web site. Each video is available separately:

Recovering from Customer Service Breakdowns provides training in the steps of service recovery that can be applied by every person in your organization.
 

 Executive Learning, Inc., 1999, VHS tapes 
 

 
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