This program introduces six of the key steps used to achieve a customer service turnaround. The content is specifically aimed at leaders with responsibility for implementing customer service strategies and attaining service improvement goals. Specific steps in the Baptist Health Care turnaround are shown. The service lessons apply to all organizations.

This program explains 6 of their key strategies. These are credible, battle-tested solutions aimed at fueling service improvement in any organization from a Fortune 100 company or a large government agency to a small non-profit.

KEY LEARNING POINTS

• Create standards: achieve buy-in
• Hire and train the standards
• Get it done with teams
• Recognize service heroes
• Accept only winning attitudes
• Measure, correct, and train incessantly

Style

• Case Study w/Instruction

Uses

• Customer Service
• Healthcare Customer Service