Companies spend big money and significant resources to acquire new customers, but they tend to give little thought on how to keep their business. Thats a big mistake! Nadji Tehrani and Steve Brubaker, both Customer Care experts, explore how to go the extra mile in keeping customers happy. Whether you work at a startup or an established organization, youll find proven strategies that will help you: define and deliver extraordinary Customer Care; duplicate the practices of companies that provide great customer service; avoid practices of companies that have failed to deliver on their promises; devote more resources to keeping current customers happy. develop incentives, policies, and training to encourage staff to solve problems. Examples from companies such as Ace Hardware, Amazon, American Express, Apple, Disney, The Ritz-Carlton, Starbucks, Southwest Airlines, Wine Enthusiast, and Zappos make this an essential guide for any professional who wants to forge stronger relationships with customers. Everyone knows that its far less expensive to keep existing customers than it is to win and onboard new ones. Thats just one of the many reasons to learn the lessons in Taking Your Customer Care to the Next Level.
Searching for a Retirement or Long-term care home can be a daunting task. Often one is plagued with questions or has to make a decision quickly and doesn't know where to begin. This is a GUIDE that every senior, or their family going through this process MUST have. Written by an experienced hospital social worker it truly makes the process much easier. It explains the different options available, gives you 160 questions to ask when you tour homes, has contact information on resources and services for seniors and provides detailed information on hundreds of retirement homes and long-term care residences. This is THE most COMPREHENSIVE source of information you will find on retirement living in Canada. A must have for anyone searching for retirement living for themselves or a loved one.
India’s leading women’s English monthly magazine printed and published by Pioneer Book Co. Pvt. Ltd. New Woman covers a vast and eclectic range of issues that are close to every woman’s heart. Be it women’s changing roles in society, social issues, health and fitness, food, relationships, fashion, beauty, parenting, travel and entertainment, New Woman has all this and more. Filled with quick reads, analytic features, wholesome content, and vibrant pictures, reading New Woman is a hearty and enjoyable experience. Always reinventing itself and staying committed to maintaining its high standard, quality and consistency of magazine content, New Woman reflects the contemporary Indian woman’s dreams just the way she wants it. A practical guide for women on-the-go, New Woman seeks to inform, entertain and enrich its readers’ lives.
Healthcare Quality Management: A Case Study Approach is the first comprehensive case-based text combining essential quality management knowledge with real-world scenarios. With in-depth healthcare quality management case studies, tools, activities, and discussion questions, the text helps build the competencies needed to succeed in quality management. Written in an easy-to-read style, Part One of the textbook introduces students to the fundamentals of quality management, including history, culture, and different quality management philosophies, such as Lean and Six Sigma. Part One additionally explains the A3 problem-solving template used to follow the Plan-Do-Study-Act (PDSA) or Define, Measure, Analyze, Improve, and Control (DMAIC) cycles, that guides your completion of the problem-solving exercises found in Part Two. The bulk of the textbook includes realistic and engaging case studies featuring common quality management problems encountered in a variety of healthcare settings. The case studies feature engaging scenarios, descriptions, opinions, charts, and data, covering such contemporary topics as provider burnout, artificial intelligence, the opioid overdose epidemic, among many more. Serving as a powerful replacement to more theory-based quality management textbooks, Healthcare Quality Management provides context to challenging situations encountered by any healthcare manager, including the health administrator, nurse, physician, social worker, or allied health professional. KEY FEATURES: 25 Realistic Case Studies–Explore challenging Process Improvement, Patient Experience, Patient Safety, and Performance Improvement quality management scenarios set in various healthcare settings Diverse Author Team–Combines the expertise and knowledge of a health management educator, a Chief Nursing Officer at a large regional hospital, and a health system-based Certified Lean Expert Podcasts–Listen to quality management experts share stories and secrets on how to succeed, work in teams, and apply tools to solve problems Quality Management Tools–Grow your quality management skill set with 25 separate quality management tools and approaches tied to the real-world case studies Competency-Based Education Support–Match case studies to professional competencies, such as analytical skills, community collaboration, and interpersonal relations, using case-to-competency crosswalks for health administration, nursing, medicine, and the interprofessional team Comprehensive Instructor’s Packet–Includes PPTs, extensive Excel data files, an Instructor’s Manual with completed A3 problem-solving solutions for each Case Application Exercise, and more! Student ancillaries–Includes data files and A3 template
