Kristin Baird is an author, speaker and hands-on leader who has helped hundreds of health care organizations achieve service excellence. She and her team tailor their approach to the individual organization, but you can be guaranteed an organizational assessment, strategic direction, standards development and communication, leadership development and tactics for service excellence will be built into your organizational culture.

Even if you already have a customer service program in place, the Baird Model for Service Excellence can help you to raise the bar for even better results.

The Baird Model for Service Excellence is based on Kristin Baird’s book, Customer Service in Healthcare, a Grassroots Approach to Creating a Culture of Service Excellence (2000 Jossey Bass, American Hospital Association Publishing). The Baird Model encompasses an assessment of organizational culture, service strategy plan and execution, and leadership training.

Culture Assessment:
Baird conducts a complete assessment designed to examine the organizational culture. This audit becomes the foundation for your service enhancement action plan and can include components such as:

•Mystery Shopping
•Review Quantitative Data
•Focus Groups with staff and managers
•In-Depth Interviews with key stakeholders.

Once we have painted a clear picture of your current situation, we can forge ahead to the business of creating a culture of service excellence. This is accomplished through various interactive sessions with Baird moderators, coupled with hard work and dedication on the part of key organizational stakeholders, including:

*Standards for Service Excellence– To establish standards and incorporate them into performance appraisals and job descriptions
*Leadership Development – To support a culture of accountability and performance improvement
*Building Grassroots Teams – To lead change initiatives
*Coaching Managers – To create high performing teams