For managers who have the basics of service management in place, this nuts-and-bolts guide helps tackle service weaknesses that cut across all work teams. It provides the tools needed to engage all staff in accomplishing significant results by adopting and focusing on one service improvement goal at a time.

A detailed model helps you plan for and implement service improvement to increase patient and staff satisfaction. The model is applied in the form of step-by-step, do-it-yourself tool kits that offer detailed guidance and concrete resources needed to achieve three specific objectives:

• Improving first impressions (meeting and greeting)



• Providing excellent explanations to customers



• Improving service recovery (effective complaint handling)