Susan Keane Baker: Presenter and Speaker on Service Quality for Health Care Organizations

	Articles
	Tip Sheets
	Newsletter
	Book Recommendations

Site Map

Pages

Invite Susan
Meeting Planners
Program Evaluations
Contact Susan
Book: Managing Patient Expectations

Presentations

Ideas for Increasing Staff Participation at Meetings

For the Smile-Challenged: Why It Makes A Difference

What Not To Do when Patients are Finished With Their Visits

Patient Satisfaction Makeoevers

How to Get the Most Out of a First Patient Visit

No One Dies Alone Operations Manual

How Front-Line Staff Show Courtesy Even When Under Pressure

Action Ideas For Improving Employee Motivation

Do You Encourage or Discourage Quality Service?

Terminating the Physician-Patient Relationship

How to Encourage Positive Word of Mouth

The Successful Office Practice

How To Make Waiting More Enjoyable For Patients

Your Patient Or Your Guest?

Resources To Help You Care For Patients Who Don't Read

First Impression Checklist

Five Statements Customers Never Want to Hear

"What was your name again?"

How To Respond To An Angry Complaint

Do's and Don'ts of Comment Cards

Why Patients Don't Buy In

Ellen Belzer's Interview with Susan on How to Handle Complaints

How Your Environment Affects Patients' Perceptions

Building Name Recognition

Advanced Strategy: What you can learn from a hair salon about winning and keeping patients

Tip Sheets
Newsletter
Book Recommendations

Speaker Resources
Training Resources
Motivation Resources
Business Resources

Book Info: Managing Patient Expectations
Book Excerpts

Home | Meet Susan | Presentations | Resources | 1 | 2 | 3 | 4 | Products | FAQs | Contact | Site Map

Privacy Notice © 2003 Susan Keane Baker, All Rights Reserved

6 Kelley Green, New Canaan, CT 06840
Telephone: 203-966-4880
Fax: 203-972-8410, susan@susanbaker.com