Coaching for Service Excellence: The Link Between Management and Performance Improvement
It takes more than one training session to build service skills. If your service initiative just isn't getting any traction, maybe it's time to look at leadership. Weaving customer service practices into the fabric of an organization requires on-the-spot coaching between supervisors or managers and their team members. Are your managers equipped to deal with performance issues? Do they understand how coaching is linked to service improvement? Are they committed to leading the initiative and making it work?

Reclaiming the Passion: Celebrating the Essence of Nursing
This motivational presentation developed specifically for nurses will have you laughing, crying and re-affirming your commitment to the nursing profession. Baird uses storytelling about everyday people and the lessons they learned in the trenches of the nursing profession. She reminds nurses to cherish their unique contributions and to reflect upon how their work shapes lives - including their own.

Customer Service in Healthcare: Creating a Culture of Service Excellence
Baird shares steps to creating a service-centered culture in health care settings, based on her own personal experiences. Her audiences leave with a multitude of take-home ideas for implementation. As they journey through the common pitfalls of customer service programs, Baird leaves them with a list of practical tips and inspiration to facilitate change. This presentation is a popular program for helping employees at all levels of the organization to see their vital role in customer service.

Quality Through the Eyes of the Beholder: The Customer Service Link
Baird takes her audiences out the traditional definitions of quality and helps them to see quality through the eyes of their customers. Using storytelling skillfully combined with data, Baird demonstrates the link between service and a healthy bottom line. She encourages her audiences to embrace customer service at all levels of their organizations. This presentation is appropriate for healthcare managers and senior leadership but can be tailored to other service industries. Components are used in a keynote or extended into a full-day workshop.

Building Leadership Skills that Foster Service Behaviors
Leadership skills are the backbone for any cultural change. Baird will get you planning some practical steps for fostering an environment that will help shape positive attitudes among employees and reap the benefits of greater patient satisfaction. Her fast-paced session will leave you with a multitude of ideas that you can begin to implement today.

Service Recovery: Four Steps to Picking Yourself Up When You Fall Short
Whether it's lost information, long wait times or confusing directions, when something goes awry in a service encounter, your customers are left feeling disappointed and vulnerable. Do your employees understand that they hold the key to winning over a disappointed customer for life? Are they comfortable handling service problems? This consulting workshop will assist you in developing an effective service recovery program that can help salvage vital customer relationships.