我院客户服务中心工作的实践与体会

Practice and experience of our customer service center work

顾客满意是本院客户服务管理一直追求的目标。目前本院客户服务中心设有"三组两中心",功能定位于职能与临床科室之间,对外从事市场营销和客户开拓,对内从事顾客服务接待与管理。顾客服务的提升是一项系统工作,需要重视理念灌输、重视顾客心声、领导支持以及院内各部门的协同。

Customer satisfaction is the aim that our hospital customer service management has always been pursuing.There are ＂3 groups and 2 centers＂ in customer service management which functions are locating in between functional depart ments and clinical departments,engaging in marketing and customer developing outside the hospital and customer serving and managing inside the hospital.Promotion of customer service is a systematic work,which need us to pay attention to con cept,voice of customer,and the support of the leaders and cooperation of each department in the hospital.