An engaging and motivational speaker and trainer, Kristin Baird speaks on the following topics and more! All presentations are customized for your organization. Baird can be booked for single sessions, half-day and full-day sessions. Discounts available when two or more consecutive days are scheduled.

What does employee engagement have to do with great service? Everything. What does engagement have to do with nurse retention? More than you can imagine! Data shows that engaged employees deliver the best service. And nurses who are engaged will stay with the organization longer. But with the day-to-day demands on health care managers, it is often difficult to know what to do to keep employees engaged. Now there is a solution.

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?

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?

Baird shares the five most critical steps to creating a service-centered culture in health care settings. Her audiences leave energized with a multitude of take-home ideas for implementation.

Baird’s passion for excellence stems from over two decades of experience in a variety of health care settings as a nurse, manager and in senior leadership. A skilled an engaging storyteller, Baird shares real-life examples of the good, the bad and the ugly.

This presentation is appropriate for anyone working in health care. It is a popular program for helping employees at all levels of the organization to see their vital role in customer service.

Baird takes her audiences out of 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. Her background in nursing, public relations and health care administration provide pragmatic yet motivational examples for improving service. Baird encourages her audiences to embrace customer service at all levels of their organizations.

This presentation is appropriate for health care managers and senior leadership, but can be tailored to other service industries as well.

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.

You never get a second chance to make a good first impression. How are you keeping tabs on the customer experiences with your organization? Does your staff take ownership in the customer experience? In this fast-paced 90 minute session, customer service expert Kristin Baird shares 6 key assessment points for gauging the customer experience with your organization.

Organizations engaging Baird for this session may combine this session with a mystery shopping assessment in order to customize examples specific to the hospital or medical practice. Experience has shown that the message is far more poignant when delivered with concrete, site-specific examples including photos.

Words are powerful tools that, when used at the right time, can build essential relationships, foster trust and ultimately solidify patient loyalty. Baird offers communication essentials that tie words and actions to the brand, mission and values. This two-hour session helps to focus on communication skills to improve the patient experience and ultimately patient satisfaction scores including HCAHPS.

Two modules are available. One is tailored for leaders and focuses on communication skills to align departments and teams with organizational objectives.

A second session is geared for front line staff and focuses on deciphering words that wound, words that work and words that WOW.

The dynamic, inspiring and humorous Kristin Baird, RN, BSN, MHA helps nurses to reconnect to their personal passion for nursing. Using stories and writing cues, Baird challenges nurses to rejuvenate themselves to rekindle their passion and form a stronger connection to purpose. Based on her book, Reclaiming the Passion - Stories that Celebrate the Essence of Nursing, this seminar is a hit for hospitals and nursing organizations.