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About

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

COMPLIMENTARY REVIEW (from Training Media Review)

Customers will find an inspiring, fast-paced program that spells out the key ingredients for what it takes to make the very toughest customers pleased with the services they receive.

This program is part of the Customer Service Training Series, which is available with discounted pricing.

This is available as part of

Customer Service Training Series
How to Achieve Consistent Excellence in Customer Service The 3 programs in this series offer real-life examples and give you specific steps to implement in your organization.
How to Achieve Consistent Excellence in Customer Service The 3 programs in this series offer real-life examples of service excellence that give you specific steps to implement in your organization. No matter what customer service programs you currently use, this series is an effective and valuable e... read more
Topics
Healthcare
Customer Service
Special Offers and Combo Packages
Uses
An Enterprise Media Program
Healthcare Customer Service
Video Running Time (minutes)
15:00
Lead Distributor
Enterprise Media
Producer
Enterprise Media
Presentation Style
Case Study w/Instruction
Course ID
00334

Guides & Workbooks

Description
Download Six Steps to Greatness - Leader’s Guide Preview

Only preview versions of handouts can be viewed without a license.

Chapters

Chapter
Introduction
Runtime: 0:50
Standards
Runtime: 3:11
Hiring
Runtime: 1:39
Teamwork
Runtime: 1:02
Recognition
Runtime: 1:32
Attitude
Runtime: 0:56
Feedback
Runtime: 3:38

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