Raising the Bar on Service Excellence

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eBookIt.com, May 22, 2013 - Business & Economics - 204 pages
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Raising the Bar on Service Excellence concentrates on five crucial leadership actions that will shift your organization from good to great. Once again, Baird pushes the reader out of the theory mode and into action. Each chapter features case examples and concludes with specific leadership action steps that will bring the organization closer to living the mission, vision, values and brand promise.
 

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Contents

Introduction
People
Processes
Purpose
Passion
Conclusion
Copyright

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About the author (2013)

Author, consultant and nurse, Kristin Baird helps health care leaders to transform culture and shape the patient experience through service excellence. Her passion and perspective are based on over thirty years of health care expertise, ranging from nursing to public relations, business development and hospital administration. In addition to her work in customer service strategies, mystery shopping and employee engagement, Baird is a renowned industry speaker and the author of four books. Her latest book Raising the Bar on Service Excellence – The Healthcare Leader's Guide to Putting Passion into Practice helps leaders to develop and sustain a service-driven culture. Baird received an appointment from the Secretary of Health in 2009 to serve on the National Advisory Council for the National Health Service Corps. She earned a Bachelor of Science degree in Nursing from the University of Wisconsin–Madison and a Master of Science degree in Health Services Administration from Cardinal Stritch College.

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