Enterprise Media is your one stop solution for your training needs: including streamed learning, DVDs, USBs, and more.

Short preview

Not available


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.

Customer Service
Special Offers and Combo Packages
An Enterprise Media Program
Healthcare Customer Service
Video Running Time (minutes)
Lead Distributor
Enterprise Media
Enterprise Media
Presentation Style
Case Study w/Instruction
Course ID

Guides & Workbooks

Download Six Steps to Greatness - Leader’s Guide Preview

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


Runtime: 0:50
Runtime: 3:11
Runtime: 1:39
Runtime: 1:02
Runtime: 1:32
Runtime: 0:56
Runtime: 3:38

You might also like

Beyond Words for Healthcare
A Body Language Guide for Healthcare Professionals In this program, you will understand the key body language cues that communicate proper bedside manners while still maintaining business efficiency.
A Body Language Guide for Healthcare Professionals Can you imagine a situation where you could communicate with your patients without saying a word? Or create an environment where your patients feel safe, comfortable, and free to discuss their health? Well now you can! Day after day, your patients a... read more
Featured Programs Video course with post-test
Service Heroes: Customer Service Turnaround
Baptist Health Care is a leader in customer satisfaction. But a decade ago, it was a different story. Learn how this healthcare organization became a leader in service and a model for employee satisfaction!
Baptist Health Care ranked in the 10th percentile in customer satisfaction just a few years ago. Now they are ranked #1 in an independent survey of over 600 hospitals! Their incredible turnaround makes for one of the greatest customer service stories ever told. This program offers real-life examples... read more
DVD style course with completion certificate only