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Tabel 2.6 18 Commandments of total customer satisfaction
COMMANDMENTS OF TOTAL CUSTOMER SATISFACTION IN HEALTH
CARE
1
Constantly measure, monitor, and share customer feedback.
2
Accept no customer defection as inevitable or neglible.
3
Evangelize customer satisfaction at every level in the organization.
4
Every customer contact is an opportunity to measure, manage, and master
customer satisfaction.
5
Use Big D (dissastifaction) to drive improvements in customer satisfaction.
6
Commit to customer satisfaction BHAGs( Big, Hairy, Audacious Goals)
7
Be critical in your interpretation of customer satisfaction ratings.
8
Listen to the special needs of every customer.
9
Associate Satisfaction = Customer Satisfaction = Success.
10
Manage associate turnover to manage customer satisfaction.
11
Accept no excuses for poor customer satisfaction.
12
Reward, Recognize, and Reinforce excellent associate performance for
customer satisfaction.
13
Balance the seven areas of key business results (customer satisfaction,
productivity
economics, quality, organization climate, people, growth and innovations)
14
Establish uniform standards of performance for customer satisfaction and
accept nothing less.
15
Benchmark against only the most excellent companies and don't limit
your options to the health care industry.
16
Free associates to problem solve and create customer satisfaction.
17
Link up with physicians.
18
Value and measure customer share first, market share second.
source : sherman (1999); American Dietetic Association (2005)
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