Customer Communication

Research shows that nothing impacts patient experiences more than the quality of communication. The key to better healthcare outcomes is communication. Over the past four decades, the Academy of Communication in Healthcare has worked tirelessly with health systems, teaching communication skills that put relationships - between patients and providers, as well as among providers - at the center of care. Now, for the first time, ACH's proven and effective methodology is detailed in this invaluable step-by-step guide.

Prospect the Sandler Way shares 30 core principles for mastering stress-free lead development by phone and over the Internet, in accordance with the selling system developed by David H. Sandler. Includes updated strategies on 21st-century topics like conducting effective online pre-call research, and using LinkedIn to generate referrals.

The way I sold high pricetag equipment “Winning a big project was always – and I say again, always – a thrill!” ‘Big Sales’ is a quick guide to what I think is needed to prepare a sales person to take on the ultra-competitive world of capital equipment sales. It is not a ‘quick fix’ or a ‘100% winning formula’ – they simply don’t exist, and if they did, someone would have turned them into a computer algorithm and sales people wouldn’t be needed anymore! The handbook is more about what you need to understand to be successful in sales, a guide to what you will ...

The former EVP of Walt Disney World shares indispensible rules for serving customers with consistency, efficiency, creativity, sincerity, and excellence. Lee Cockerell knows that success in business - any business - depends upon winning and keeping customers. In 39 digestible, bite-sized chapters, Lee shares everything he has learned in his 40-plus-year career in the hospitality industry about creating an environment that keeps customers coming back for more. Here, Lee not only shows why the customer always rules, but also the rules for serving customers so well they'll never want to do business with anyone but you.

Consultative selling is about effective communication, asking questions, finding the results your customer wants. You must be the expert, the customers guide in exploring all aspects of understanding their problem so you can provide a solution. The question is "How and what is needed to be a consultative salesperson?" "Unleashing the Power of Consultative Selling" is the answer. It is not your ordinary sales book. Why? Until now there has not been a book written by someone who lead a sales team, or reorganized a sales team to consultative selling or staffed a new sales team using the ...

Pleasing the customer to the point they will go out of their way to do business with you isn't hard - in fact, it's ridiculously simple! This book contains everything you, your team, or your entire organizations needs to quickly build and maintain a CX juggernaut. “What’s a CX juggernaut?” you ask. We think the simplest way to explain this is to point to Chick-fil-A. Chick-fil-A is a CX juggernaut. Despite being closed on Sundays and despite the constant calls for boycotts because of stances on controversial issues, the average Chick-fil-A restaurant earns more revenue per year than ...

In The Referral of a Lifetime, author Tim Templeton frames a powerful plan for cultivating clients and customers in a fable about businesswoman Susie McCumber, who feels increasingly like a failure. A friend refers her to the mysterious Mr. Highground, who introduces her to four successful people. They show her how they transformed their businesses and their lives by determining how others view them and how they view themselves.

In The Relationship Economy, author John DiJulius teaches business leaders about the importance of relationship building in the digital age. He argues that in spite of (and because of) the advances in tech, we've become a less connected society. We have dramatically evolved away from face-to-face communication, and the skill of building rapport is evaporating. This means that customer personalization and relationships are more important now than ever - and they will be the key to success for businesses moving forward.

Mark Hillary has worked on words for astronauts, ambassadors, politicians and business leaders. In particular, his expertise in blogging has been utilized by several Chief Executives across the world. They want to be seen on the social networks, blogging and creating great content for their business, but they don’t have the time. In this book, Mark recounts the failures and successes of working with many of these senior executives on what has now become known as ‘content marketing’ – or ghost-blogging for CEOs. Mark isn’t a university-trained marketer or a self-declared social ...

Workplaces are filled with all types of people, and some of them can be very difficult to get along with. By understanding difficult people and their behaviors, a savvy individual can resolve the awkward and problematic situations they create. Dealing with Difficult People looks at difficult behavior - what drives it and how to cope with it by managing aggression, avoiding awkward situations, and keeping calm. This third edition provides tools and techniques for dealing with difficult customers, difficult people in the digital sphere, and difficult bosses.

A lady brings her car to the garage. She needs a simple oil change, and an apparently not as simple tire rotation. Interesting and true anecdote. Quite the read.

David Cay Johnston has made a name for himself as the defender of the common man, calling out the rich and powerful for cheating the system at the expense of everyone else. Whether he's exposing unjust loopholes in the tax code that help the rich get richer or pointing out how powerful corporations pocket government subsidies at excessive taxpayer expense, Johnston is an eloquent town crier for justice and equality.

In Attract & Keep Customers for Life, I will walk you through my proven, step-by-step process to develop your brand, build trust with customers and prospective clients, and be looked upon as an expert in your industry.

Sound interesting? The author thinks so too! Listen to Communicate Excellence: A Guide to Authentic, Positive, Consistent Front Desk Communication and experience the compelling world of customer service and communication in dentistry and orthodontics.

Difficult Encounters is a self-improvement book that describes an innovative technique using the ASK for PARDON stepwise approach for managing difficult encounters and taking care of dissatisfied patients in the healthcare sector. The book provides powerful skills that lead to productive and successful encounters with patients using a new engaging and humane approach that is applicable in emotionally charged and high-stakes encounters. In this book you will learn how to build bridges with your patients and develop successful relationships. The book will also help you develop an effective ...

Adjusting Claims Is Only Half the Job — The Other Half Is Earning Trust When a customer files a claim, they’re not just dealing with a process — they’re facing a disruption to their life. In that critical moment, service isn’t just helpful — it’s everything. Claims Service Guide is a practical, heartfelt, and deeply insightful exploration of what truly great customer service looks like in the claims world, from two industry veterans who’ve seen it all. Chris Casaleggio and Patrick Kelahan bring decades of field-tested wisdom to one central truth: claims professionals are in ...

Networking is often considered a necessary evil for all working professionals. With social media platforms like LinkedIn, Twitter, Instagram, and Facebook at our disposal, reaching potential investors or employers is much easier. Yet, these connections often feel transactional and agenda-driven, leaving professionals feeling burnt out and stressed out.

For sales professionals and business leaders, communicating effectively and authentically is a never-ending struggle, especially when building new business and improving team performance. It’s a struggle with a long-lasting impact, rippling into both profit and reputation. Don’t rely on price discounts and canned pitches to win business. Let your team see and hear authentic leadership so they too can become good leaders.

We all say things we shouldn't. What is important is how we deal with the gaffe. If a slip-of-the-tongue at a family gathering, office meeting, or social setting causes you to inadvertently embarrass or offend someone, the strategy presented here, will help you to smooth things over as quickly as possible. But what about when you really mess up?

In the world of sales, YOUR WORDS MATTER. The way you communicate can either make or break a deal. It's not just about what you say, but how you say it. That's where "101 Things You Should Never Say in Sales (and What to Say Instead)" comes into play. This enlightening guide offers insights into the art and science of effective communication in sales. This is not just another sales book; it's a comprehensive manual that will help you refine your sales narrative, enhance your positioning, build positive engagement, and promote a customer-centric approach - all through the power of words. The...