Case Studies: Mystery Shopping & Training Improves Service Scores
Baird Group was presented with the problem that customer service employees lacked the skills to deliver excellent patient experience. These case studies show that through Mystery Shopping, training of the employees and trainers for customer service phone call skills, the results showed improvement overall patient experience.
The problem, solution and results:
Service Training Improves HCAHPS
A community not-for-profit hospital wanted a customer service training approach that would pair nicely with their previous values-based training to help staff re-engage with the standards and values in a meaningful way. Baird Group conducted Power of One training for frontline staff and leaders and trained the trainers to sustain over time. Results from these case studies showed improvement in HCAHPS.