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Promoting Excellence in Customer Service




This chapter aims to share a range of principles and practices that underpin quality customer service. The discussion presents an overview of the "who", "why", "what" and "how" of promoting excellence in customer service to motivate you to create your own program. The chapter draws on my studies of: the American service industry; author and management consultant, Tom Peters; and the Disney and McDonald's Corporations.

When nurses value customers through excellent service, society learns to recognise, appreciate and reward nurses as clinical specialists. Society must secure nurses as central to every collaborative health care team.


Contents include

  • Introduction
  • Principles of customer service
    • Principle 1. We are all customers
    • Principle 2. Customer service is important
    • Principle 3. Customer service is people and policy
  • Strategies for customer service
    • Strategy 1. Building customer service teams
      • Multi-skilling
      • Communication
      • Managing customer complaints
      • Recognising and rewarding employees
    • Strategy 2. Refocusing the customer service environment
      • Take a good look at yourself
      • Walking in your customers' shoes
      • Innovative new role
      • Waiting time distracters
      • Stay close to the customer
  • Conclusion
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Author / Editor Biographies

Sally Whyte is a registered nurse with a Bachelor of Nursing. At present she is studying for a Master of Nursing Studies in which she is researching how nurses are prepared for their multiple roles. She is a lecturer in communications at Swinburne University. Her educational philosophy follows the principles of adult learning and aims to foster a student-teacher relationship that stimulates and encourages inquiry, reflection and independent learning. Her practice philosophy is a commitment to elevating the status of the person, both as client and nurse; to revaluing caring as a central role; a...

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