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Featured Speaker
Kristin Baird, RN, BSN, MHA

With thirty years of experience in patient care, health care marketing, business development and administration, Kristin Baird is a talented speaker and consultant with a passion for service excellence. The president of Baird Consulting, Inc., Baird earned a Bachelors of Science in nursing from the University of Wisconsin, Madison and a Masters of Science in Health Services Administration from Cardinal Stritch College in Milwaukee, Wisconsin.

Baird is the author of Raising the Bar on Service Excellence, Customer Service in Health Care: A Grassroots Approach to Creating a Culture of Service Excellence and Reclaiming the Passion: Stories That Celebrate the Essence of Nursing.

Kristin Baird has worked with hundreds of health care clients including hospitals, medical practices and long term care facilities to improve the customer experience.

Baird Consulting, Inc. is a results-oriented consulting group specializing in customer service improvement and mystery shopping for health care organizations. Since 1991, Baird Consulting has provided health care clients with targeted solutions for customer service challenges.

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Kristin Baird
  • Reclaiming Your Personal Passion for Nursing - The dynamic, inspiring and humorous Kristin Baird 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

  • Customer Service in Healthcare: Five Steps for Creating a Culture of Service Excellence - 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.

  • Quality Through the Eyes of the Beholder: Turning Moments of Truth into Trust - 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.

  • Building Leadership Skills that Foster Service Behaviors - Leadership skills are the backbone for any cultural change. Kristin 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?

Reclaiming the Passion Reclaiming the Passion Customer Service in Health Care
Raising the Bar on Service Excellence - The Health Care Leader's Guide to Putting Passion Into Practice Reclaiming the Passion: Stories That Celebrate the Essence of Nursing Customer Service in Health Care: A Grassroots Approach to Creating a Culture of Service Excellence

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