Tag Archives: new book

Peter Lyle DeHaan Publishes Healthcare Call Center Book

Latest book, Healthcare Call Center Essentials, released earlier this month on June 6, 2022.

Healthcare Call Center Essentials: Optimize Your Medical Contact Center to Improve Patient Outcomes and Drive Organizational Success

The book Healthcare Call Center Essentials is designed for those who want to manage a more effective medical contact center. From daily operations to long-term success, this essential guide will help readers create a thriving contact center that meets the urgent needs of both patients and the medical community.

In it, you can discover how to better manage your team and support achievable strategies to meet goals and support patients and healthcare centers. By implementing the strategies and tips in Healthcare Call Center Essentials, you can improve your daily systems and perfect your contact center operation.

Peter Lyle DeHaan, Publisher and Editor of Connections Magazine

“Though the focus of this book is healthcare contact centers, the content readily applies to call centers in other industries,” DeHaan said. “This includes both corporate and outsource call centers. It’s a vital resource for every call center leader.”

In addition to writing and publishing magazines and books about the call center industry, DeHaan’s lifetime of experience includes managing a multi-location call center, employment with a call center vendor, and consultant for call centers and telephone answering services.

Healthcare Call Center Essentials is available today in e-book, paperback, and hardcover. Get your copy today.

Customer Service Book Published

Peter Lyle DeHaan Releases Sticky Customer Service

Peter Lyle DeHaan released his newest book, Sticky Customer Service: Stop Churning Customers and Start Growing Your Business, on June 17. 

Sticky Customer Service, by Peter Lyle DeHaan

“Customer service isn’t a once-and-done effort,” DeHaan says. “It takes ongoing work to truly meet your customers’ expectations.” In Sticky Customer Service, unearth practical, action-oriented insights to help turn customer service from an embarrassing weakness into a business strength. “Though Sticky Customer Service addresses all aspects of customer service, the telephone takes center stage, with added attention given to online and multichannel interactions.”

In Sticky Customer Service, you’ll discover:

  • The three key areas where customer service occurs and why they must work together.
  • How to avoid common errors that too many businesses make.
  • Why delighting customers is not the best approach and sets up future failure.

“Most businesses today give more attention to customer acquisition then customer retention. This is backward thinking,” DeHaan states. “It’s much easier and less costly to keep existing customers than it is to find new ones. Yet the actions of most businesses prove that they don’t understand this.”

Peter Lyle DeHaan, Publisher and Editor of Connections Magazine

Sticky Customer Service is book one in the Sticky series. Future titles include Sticky Leadership, Sticky Sales and Marketing, and Sticky Living.
Sticky Customer Service is available in e-book, paperback, and hardcover. Get your copy of Sticky Customer Service today.

Peter Lyle DeHaan Releases TAS Book

Longtime industry veteran Peter Lyle DeHaan released his insider’s guide to starting an answering service on January 29. Titled How to Start a Telephone Answering Service, the book concisely shares the essential information needed for an entrepreneur to start an answering service. Based on decades of industry experience and years of consulting, Peter DeHaan, PhD, released this book as a service to the industry.

How to Start a Telephone Answering Service, by Peter Lyle DeHaan

“Though I open the book trying to talk people out of starting an answering service, if they decide to proceed, I want them to do it right and not damage the industry by making naïve mistakes,” said DeHaan. It’s a must read for anyone thinking about getting into the answering service industry.

Author Peter Lyle DeHaan

“When I consulted for the industry, people kept calling me to help them start an answering service. I repeated the same advice so often, that I eventually resorted to putting it online.” Since day one that website received steady traffic. Now, for the first time, that updated information is available in the convenience of a book. Available in paperback and ebook.

Learn more at www.StartAnAnsweringService.com.