There was atime when this revered organization ranked among the lowest in the country in this area. Within ten years, however, it had climbed to among the highest and has emerged as the thought leader in the space.How did Cleveland Clinic turn itself around so effectively and so quickly?More important, how can you do the same with your organization?In gripping, visceral, on-the ground fashion, Service Fanatics reveals the strategies and tactics the Clinic applied to become one of today's leading patient-experience healthcare organizations--methods that seamlessly translate to any business seeking to improveits customer experience. This strategic guide covers:How the Clinic's leaders redefined the concept of patient experience and developed a strategy to improve itCritical lessons learned regarding organization, recruitment, training, and measuring service excellenceWays in which the Clinic aligned its entire workforce around its Patients First strategyHow leaders improved the critical element of physician communicationRather than view patients simply as sick people who need treatment, Cleveland Clinic sees them also as important stakeholders in the organization's success. Patients are customers--who desire, pay for, and deserve the best possible care and experience during what is often a challenging time in their lives.Featuring customer service case studies, as well as invaluable insight from C-level executives at top corporations in various industries, Service Fanatics provides actionable lessons for any manager and business leader beyond healthcare.Whether you run a healthcare institution, nonprofit, or for-profit business, Service Fanatics will help you create the kind of customer experience that promises to transform your organization into an industry powerhouse.

    Targeted, Focused Review – Study Only What You Need to KnowWritten by an EMS Program Director and NREMT paramedic with first-hand experience and classroom instruction, our targeted review chapters in outline style cover all the official test categories found on the EMT exam: airway and breathing, cardiology, medical, obstetrics and pediatrics, and trauma. The author explains the structure of the exam and shows you how to answer questions quickly and correctly.Expert Test-taking StrategiesOur author explains the structure of the NREMT Certification Exam, so you know what to expect on test day. He also shares question-level strategies and shows you the best way to answer questions. By following our expert tips and advice, you can score higher on the exam. Must-know Key TermsKnowing the right medical terminology can make a real difference in your test score. That’s why we give you a glossary of more than 400 EMT terms you need to know before you take your exam.Take REA’s Online Practice ExamAfter studying, go online and test what you’ve learned. Our practice exam features timed testing, diagnostic feedback, detailed answers, and automatic scoring. The exam is balanced to include every topic and type of question found on the actual EMT exam, so you know you’re studying the smart way.No matter how or when you prepare for the EMT exam, REA’s EMT Crash Course will show you how to study efficiently and strategically, so you can get a great score.