Execs must brace for consumer age.(health care executives should make special efforts to improve customer service)(Column)

Modern Healthcare, December, 1996 by Bell, Clark, W.

Health care executives should place particularly importance on customer service in their plans for 1997. A strong commitment, according to authors Roger Dow and Susan Cook, would involve building a strong foundation for customer relationships, making sure that every customer feels specially treated, simplify, use the power of people, and taking risks in setting bold goals, among other things.

The holiday season finally allows some time to tidy the office, collect thoughts, reflect on the hectic year and plan for a rip-snorting 1997.

The pause to refresh also provides an opportunity to read some of the books, studies and articles that were temporarily cast aside to the "Get to Later" pile. This barrage of information convinces me that customer service and...

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