Kristin Baird is a talented speaker and facilitator with a passion for service excellence. Her nearly 30 years of experience in healthcare have helped to shape her enthusiastic, yet realistic views that inspire and motivate her audiences toward service excellence.

Kristin speaks the language of nurses, senior leadership and management, and her keen understanding of culture development tempered with her practical approach to daily issues in hospitals and clinics is a breath of fresh air.

Kristin is the president of Baird Consulting, an international consulting firm specializing in helping health care organizations move from good to great. Her multi-faceted background includes clinical nursing in hospital and public health settings as well as community outreach education and call center management. For eight years, she served as vice president of business development and marketing for Watertown Area Health Services.

Kristin is the author of Customer Service in Healthcare, a Grassroots Approach to Creating a Culture of Service Excellence and most recently, Reclaiming the Passion: Stories that Celebrate the Essence of Nursing.

• 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.