About the Author.

Preface.

Acknowledgements.

Why Customer Service.

Setting Your Course - Senior Leadership that Takes the Wheel.

Championing Buy-In and Ownership - You Can't Do It Alone.

Where Are You Now? - Establishing Your Baseline.

Creating Meaningful Standards to Live By.

The Training Sessions - Getting Everyone on the Same Page.

Keeping the Effort Alive.

Customer Service Pointers for Physicians.

A Message for Nurses.

Measuring Results.

Index.